Subhrajit Dubey

• Lead a team of 10+ high-performing Support Account Managers, overseeing a $100M+ ACV portfolio of strategic enterprise accounts with a 4.9/5 CSAT.
• Serve as the executive point of contact for escalations, strategy alignment, and risk mitigation, partnering with Sales, Product, Operations, and Engineering to drive rapid issue resolution and optimize customers’ returns on their ServiceNow investments.
• Develop global engagement models and governance cadences for top-tier customers (Big 4 consulting firms, top tier financial and healthcare firms), providing proactive updates to senior leadership and ensuring alignment with overall business objectives.
• Recruit, mentor, and coach individual contributors, resulting in multiple promotions and high team retention.
• Collaborate with cross-functional Centers of Excellence to create new processes, best practices, and KPI frameworks that enhance operational efficiency and promote continuous customer success.

• Served as designated strategic advisor for top enterprise accounts, focusing on platform stability, scalability, and advanced product adoption.
• Improved customer satisfaction scores through executive engagement and by orchestrating cross-functional squads (Support, Product Management, Technical Services) to address complex issues.
• Established scalable systems and frameworks that streamlined global Support Account Management, boosting overall team productivity by X%.
• Led regular governance meetings with client senior leadership, ensuring proactive communication of roadmap items, technical risks, and recommended solutions.

• Provided white-glove support to a $15M+ ACV portfolio of Fortune 500 customers, achieving a consistent 95%+ CSAT rating.
• Acted as the primary advocate within ServiceNow for large enterprise clients—coordinating solutions with Sales, Customer Success, and Engineering to increase platform adoption by 20%.
• Architected an internal knowledge-sharing portal for 300+ Support Account Managers globally, reducing prep time by 300% (3x faster) and elevating organizational efficiency.

• Provided white-glove support experience to enterprise customers with a cumulative ACV of over $8M, achieving a 98% customer satisfaction rate
• Understood customers' IT landscapes, challenges, and business strategies, acting as the primary champion within ServiceNow for all support and post-sales related issues and requests, successfully resolving 98% of issues within SLA
• Ensured timely resolution of over 200 cases by coordinating with cross-functional teams (support, development, product, etc.), resulting in a 20% reduction in resolution time
• Partnered with Sales, Customer Success, and various product BUs to address customers' pain points and increase post-sales product satisfaction and adoption

• Managed teams of 3–10 members, achieving 95% on-time project delivery in ITSM, ITBM, integrations, and custom apps
• Led end-to-end implementation projects, boosting efficiency by 20% through stakeholder collaboration and blocker removal
• Mentored 15 team members, enforcing best practices and reducing post-deployment issues
• Collaborated with ServiceNow on new features, driving adoption in 70% of projects through successful POCs
• Contributed to key development tasks, cutting development time by 25% and improving project quality

• Company Overview: An information technology services and consulting company
• Led ServiceNow platform upgrades for Johnson & Johnson, one of the largest customers
• Managed migration of 500 bug fixes and new features, creating training materials that boosted user adoption by 30%
• Led ITSM, ITBM, third-party integrations, and custom app projects with budgets up to $2M and teams of up to 15 members
• Improved delivery times by 25% through Agile (SCRUM) project planning and execution
• Conducted 20 customer sessions to finalize requirements, translate them into specs, and ensure 95% on-time project completion
• Developed extensively on ServiceNow, reducing incident resolution time by 40%
• An information technology services and consulting company

• Relevant Coursework: Problem and Methods in marketing Management, Brand management, Strategy and Tactics of Pricing, Emerging Market Finance, Managerial accounting
• 3.77 GPA
• Study Abroad: Paris, FR, Global Immersion Experience
• Research Projects:

1. Brand audit project on Gatorade to identify whether level of sugar and food coloring influence the decision of athletes to consume the product

2. Comprehensive strategic analysis of my employer, ServiceNow Inc., including developing a customer value map, market positioning & segmentation map