SHAILENDRA SINGH
Greater Chicago Area,IL
Summary
Accomplished IT professional with extensive experience in leading global providers of payments and financial technology solutions. Expertise in the B2B eCommerce and digital payments industry, with a focus on product development, design, technology integration, and execution. Proven ability to enable large enterprises to achieve their digital payment and eCommerce strategies. Demonstrates a solid track record of growing key accounts, leading complex initiatives, shaping product strategy, enhancing customer experience, and solving problems creatively. Implemented solutions to a diverse range of enterprise clients in industries such as manufacturing, distribution, healthcare, insurance, finance, and retail.
Overview
11
11
years of professional experience
Work History
VP, Information Technology, Global Business Solutions
FISERV
04.2022 - 06.2024
- Oversaw delivery ownership, customer satisfaction, implementation processes, transformation initiatives at organizations including Walmart, Coca Cola, Alamo Group, Valvoline, Eli Lilly, and EJ Gallo Wine co etc
- Maintained relationships with stakeholders such as customers, sales teams, solutions providers, and engineers
- The main role involves leading projects, driving business transformation, and managing the customer success team, including technical support, to implement customer-centric strategies effectively
- Led a team (20-35 team members) to execute payment applications projects (sizes 4 - 12 months) enabling streamlined AR operations and enhancing efficiency by reducing DSO up to 45 days
- Ensured data integrity and security across all IT systems and infrastructure
- Established 30-days agile Implementation delivery process for an express version with the solution enabling mid-market customers for a targeted 20% revenue growth with significant success and value addition
- Converted 90% legacy on-premises clients to cloud solution with additional use cases resulting in customer retention rate by 30% as well as 25% growth in software revenue
- Directed a technical support team (tier 1 and 2) maintaining 99% customer retention rate and 115% Net Dollar Retention
- Implemented client success metrics (NPS) resulting in a 15-point improvement within 1st year, aligning customer success strategies with business growth objective
- Collaborated with marketing to develop and implement the ROI lead generation tool https://merchants.fiserv.com/en- us/roi/ that increased sales pipeline and strengthening customer relationship
- Recovered $5M in revenue by resolving billing inefficiencies and streamlining AR operations, significantly improving the financial performance for our line of business.
Director of IT, Implementation & Support, Global Business Solutions
FISERV
01.2018 - 04.2022
- Managed operations of installed base accounts, overseeing implementations, fostering account growth, and assuming ownership of all technology and relationship strategic initiatives utilizing both onshore and offshore execution models
- Led a team of 25 in successfully executing over 200 technology implementations, delivering substantial value and generating millions in revenue within a single calendar year, surpassing financial targets
- Established SOPs and streamlined implementation processes, achieving an 85% First Time Right (FTR) rate for global B2B payment solutions (SnapPay), B2B eCommerce applications (ERP2Web), and supplier solutions for ERP (Oracle/SAP) clients
- Implemented strategic initiatives aimed at driving account growth through transformational services, cross-selling, and up-selling opportunities, consistently surpassing annual project sign-up goals by 15-25%.
Director of IT, Implementation
CDI Technology
04.2013 - 12.2017
- Led Teams to manage projects - deployment, Monitoring, Maintenance, Development, and Upgrade services of CDI eCommerce and payment offerings
- Managed a portfolio of implementation projects, ensuring adherence to budget and timelines, meeting or exceeding client expectations
- Conducted needs assessments and solution design sessions, developing tailored implementation plans and receiving accolades for timely, on-budget project completion, building strong client trust
- Contributed significant value over the years through client advocacy and start-up mindset helping business grow multi- folds with an operating margin of over 70%
- Coordinated with all stakeholders including vendors, and partners to facilitate seamless project execution and delivery
- Led regular project status meetings, prepared progress reports, and escalated issues to ensure timely resolution
- Developed and implemented change management strategies to support the successful adoption of new systems and processes
- Conducted post-implementation reviews and lessons-learned sessions to identify areas for improvement
- Developed and Managed IT Technical staff, including hiring, training, evaluation, guidance, discipline, and discharge ensuring a high-performing team.
Education
Bachelor of Engineering - Mechanical Engineering, Robotics, CAD/CAM, and machine design
National Institute of Technology, Jamshedpur, INDIA
Kellogg Executive Education, Northwestern University, Chicago, IL
Microsoft Education, Lombard, IL
Skills
- Program Management
- Project Management
- Implementation Strategy & Delivery
- Consulting
- Customer Success
- Start Up & Organizational Growth
- Technical Support
- Go-to-market Strategy
- Application & Web development
- Banking and financial systems
- B2B Payments
- Credit Cards (PCI) and ACH
- ERP integration
- Oracle and SAP
- Order to cash
- EIPP
- AR & AP Automation
- Data Analytics
- Cybersecurity
- Agile
Membership
Member Project Management Professional (PMI)
Personal Information
Title: Program Manager, Fintech | IT Delivery, Implementations, Account Management, Ex-Cognizant, Ex-TCS
Timeline
VP, Information Technology, Global Business Solutions
FISERV
04.2022 - 06.2024
Director of IT, Implementation & Support, Global Business Solutions
FISERV
01.2018 - 04.2022
Director of IT, Implementation
CDI Technology
04.2013 - 12.2017
Bachelor of Engineering - Mechanical Engineering, Robotics, CAD/CAM, and machine design
National Institute of Technology, Jamshedpur, INDIA
Kellogg Executive Education, Northwestern University, Chicago, IL
Microsoft Education, Lombard, IL