Radha Patel

• Streamlined project management processes by implementing comprehensive project plans, identifying risks and mitigation strategies for timely completion.
• Led cross-functional teams for successful project delivery within scope, schedule, and budget constraints across 40+ Co-Managed Customers, and 20+ Professional Services Consulting customers.
• Spearheaded process improvement initiatives that resulted in increased productivity and streamlined workflows across departments for improved decision making and cross functional productivity.
• Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
• Established effective communication channels with stakeholders to ensure transparency and alignment of expectations via Salesforce reporting & PowerBi metrics, and Strategic Business Reviews.

• Collaborated cross-functionally with headquarters, regional and other teams globally - responsible for maintaining relationships and strategy between all Go-To-Market divisions to systematize and streamline customer data across Workday, Salesforce and ServiceNow.
• Produced and implemented customer retention and upsell strategies, outperformed company's annual objectives with 92% retention rate across 350+ customers.
• Presented to upper management weekly/monthly with ROI estimations to drive project planning. Compiled and analyzed data to leverage between technical and non technical teams to implement continuous improvements, identify solutions and drive recommendation to maintain and exceed team goals.
• Managed and created training guides and in-person and online training courses to improve all Go-To-Market team members experience within Salesforce, PowerBi, and ServiceNow. Built custom dashboards and reporting to help review pricing strategies, upsell identification and customer engagement strategies.

• Advocate for customers through via customer success team - Utilized problem solving mindset, help to build and improve processes that aid in ensuring and exceeding customer expectations and overall satisfaction through Salesforce, and PowerBi.
• Actively identified and implemented new opportunities and recommendations to improve sales processes, drive accountability, and raise operational standards of team performance to increase revenue generation and customer satisfaction to meet 92% retention goals.

Work Streams Include:

• Owning and driving operational activities that accelerate execution of team KPIs, and goals for allocated areas - developing cross functional enablement. Facilitation of inter-departmental communication to effectively provide customer support; collaboration with sales, operations, and training and support teams - trained 300+ employees every quarter during monthly Go-To-Market town halls.
• Enhanced profitability by developing pipelines utilizing marketing and sales strategies via custom built dashboard to be used cross functionally.

• Developed comprehensive knowledge of how key areas of business integrate to accomplish business goals, and identifies and influences partners to maintain balances across multiple cross functional work streams
• Managed dependencies among cross-product teams while continually evaluating existing business processes, and recommending improvements to achieve defined goals for organization(s)
• Responsible for executing 110% contract renewal and upsell of services and continue to identify and recommend opportunities for service expansion based on understanding of current product solution and customer’s needs
• Proactively leverage ideas, insights, and relationships to generate new opportunity with existing customers and third party vendors

Accountable for:

• Managed to 15+ Enterprise level customers - maintained customer performance targets, cost, and quality of service and end user satisfaction levels; as well as, strategic planning, design, development, documenting, implementation and management of activities associated to service delivery processes and security operations
• Interact with all levels of internal and external executives through effective communication in relation to support, project and issue resolution to ensure high levels of quality and service delivery
• Providing strong program and project leadership by adhering to standard departmental policies, processes and documentation guidelines for project delivery

Key Focus Areas:

• Ability to be flexible and agile when working with new Customers and integrating them in with updated customer structures
• Defining and communicating roles and responsibilities for project team members – functional and technical; Developing project plans including detailing work breakdown structures and critical path
• Ability to understand companies assigned, their organization, reporting structure, and initiatives to help drive project roadmaps forward; Working with customers and technical resources to develop project schedule

• Partners with brand marketing teams to coordinate and organize key deliverables to executive leadership; Responsible for creating and documenting processes for brand marketing
• Transitioned Sharepoint site and built company intranet on Wordpress; Responsible for front and back end development, design, functionality, and maintenance
• Contributed to launch and governance of key systems and processes to with brand marketing teams
• Supported SOW (Scope of Work) process and made recommendations on assets that best align with annual brand plans; Supported build out and implementation of centralized processes in order to gain efficiencies throughout the marketing organization