Ramaan Yedavilli

Assessed existing service offers for Security and Collaboration hardware, software and SaaS products to create propensity for upsell. Work on service pricing strategies to ensure margin maintenance.

• Own and review service business metrics and related insights with leadership and executive team
• Conduct competitive analysis to compare offers and customer approach
• Work with the product BU and assess service pricing strategy to maintain competitive advantage and market-share
• Define end to end customer experience for onboarding and adoption
• Work with Customer Success organization to define use cases and facilitate support readiness.
• Own and maintain external facing service descriptions, ordering guides, marketing materials
• Defined customer surveys to determine propensity for embed service support and upsell
• Work on proposals for high value deals to approve deal specific exceptions and discounts
• Support sales / account teams for special deals

Business, process and policy owner for Installed Base, Service Contract Management and Services Entitlement. Lead 14 people team enabling post sale service experience and automation for the various Cisco service offers including the multi-million $ Enterprise Buying programs for hardware, software and SaaS.

• Enabled service offers for Enterprise Agreements for Hardware, Software and SaaS
• Tweaked and leveraged existing tools and processes to accelerate time-to-market and improved efficiency for enterprise service offers
• Managed stakeholder expectations effectively throughout the entire product development process.
• Collaborated with sales teams to develop effective training materials that drove increased product knowledge among staff members
• Led cross-functional teams to deliver high-quality products on time and within budget constraints.
• Reduced costs through vendor negotiations and optimize resource utilization
• Continuously monitored customer feedback channels after launch to gather insightful data for future iterations or updates.
• Prioritized roadmap in order to achieve product goals and metrics.
• Developed product documentation to communicate upcoming features and products to internal teams.
• Coordinated design meetings and decisions with internal departments and teams.
• Identified and fixed automated service support entitlement process thereby increase customer satisfaction with quick low hanging fixes and policy updates
• Identified, refined and fixed the warranty support process reducing customer and support overhead by 75%

During the initial phase of Cisco's business transformation I picked up the responsibility and accountability to define and implement urgent process and transactional changes to maintain business continuity for the $2B /yr buying programs offer withing 3 months. Following the stop gap implementation, I envisioned, designed and implemented long term scalable process and tools for Enterprise Services sales and maintenance.

• Business process engineering for the buying program offers which laid out foundation for Cisco's Enterprise Agreement support offers
• Envisioned scalable, modular and business parameter driven user experience design from scratch
• Feature prioritization and automation to build the necessary capabilities that would enable asset management capabilities
• Redefined the asset manager role with automation of redundant and repeated activities improving productivity by 50%
• User training and trouble shooting for the new process and tools
• Led a 5 member cross functional team that laid foundation for the efficiencies delivered
• Influenced and worked with the IT organization moving from water-fall to agile approach of delivering value to the business
• Enabled compliance team with reporting and insights on the functioning and health of the buying program business
• Supported legal, policy and finance alignment of the buying program offer
• Simplified and automated new pricing methodologies like Pay-as-You-Grow, Fixed Pricing, Deal specific Custom Pricing Bands which aligns with the financial reporting guidelines

Responsible and accountable for integrating Cisco acquisitions to the mainstream post sales business processes for support, depot planning, RMAs, renewals, and opportunity management.

• Led the post sales integration process for 12+ acquisitions at Cisco and 3 divestitures involving 40 million data records
• Established the Acquisitions Data Integration team from scratch
• Analyzed, defined and implemented services Data Quality initiative to ensure streamlined and efficient business processes enabling customer support and service supply chain
• Data integration prioritization aligned with business needs
• Influence product strategy for scalability and meeting needs of service support
• Warranty support integration of acquired company assets
• Integrations with the Cisco and acquired company SaaS and licensing systems
• Identified issues, analyzed information and provided solutions to problems.
• Proved successful working within tight deadlines and a fast-paced environment.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Demonstrated leadership skills in managing projects from concept to completion.

Business Subject Matter Expert for Installed Base, Service Contracts and RMA. Enabled and owned over 30 Installed Base and Service Contract Management capabilities that seamlessly interact with the Services Quoting, Ordering and Support functions of the business. Built and scaled the initial version of the excel based tool that parses network collector data to generate actionable insights.

Responsibilities:

• Aligning Service Contract Management (SCM) processes, policy and tools.
• Enabled Contract Management process improvements by collaborating with business stakeholders and regional leads.
• Migrated business system capabilities from legacy systems to a more robust, efficient and scalable tools.
• Supported the customer support organization to refine their support processes and improve productivity by 30%
• Drive Cross-functional Solution collaboration on issue and mitigation.
• Documented and mapped end-to-end processes for Cisco Service Contract Center (Service Contract Management) within Service Sales and Post Sales cycle.
• Manage and Performed Business Acceptance Testing and facilitated in User Acceptance Testing.
• Facilitated Change Management team by providing SME expertise for user training material and communications.

Worked on multiple projects, as a Techno functional consultant, implementing custom Oracle CRM solutions in the Middle East and USA.

• Worked closely with customers to understand their business process
• Participated in customer proposals by creating proof of concept to enable sales
• Collaborated closely with cross-functional teams to devise effective strategies and action plans for clients'' businesses.
• Created RD50 documents for Oracle ERP implementations
• Acted as a liaison between stakeholders ensuring open lines of communication throughout project life cycle.
• Mentored junior team members, sharing expertise, knowledge, and best practices to enhance overall team performance.
• Defined requirements for custom home grown time management and billing platform for efficient, smooth, timely and accurate customer billing based on MSA signed with the customer/client

Worked in the investment banking vertical and led multiple implementations for Employment Provident Fund Organization and leading Indian banks like State Bank of India and Bank of Baroda.

• Collaborated with stakeholders to identify business needs and data sources.
• Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
• Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
• System, Functional and Integration Testing
• Generated ad-hoc reports to evaluate specific business requirements.
• Performed software version management and control
• Analyzed data to identify root causes of problems and recommend corrective actions.
• Product deployment and implementation
• Provided product technical support and troubleshooting issues.