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NagarroGlobal Service Delivery Manager
Jul. 2023New York City Metropolitan AreaAct as voice of the customer, managing multiple client engagements for our most strategic public sector clients. Collaborate with senior management on pre and post sales activities to deliver committed outcomes in maximizing the value of our clients investment in Nagarro’s digital transformation consulting services. Primary responsibilities: • Account Management -> Primary account ownership and relationship management for Nagarro’s largest public sector clients. Examples include: NYC DOE, NYC ACS, NYC DSS, NYC SCA, NYS DOL, NYS Gaming. -> Point of contact for the consultancy services life-cycle from contract award, customer deployment, adoption, consumption and support. -> Engage across the customer organization from end user to operations and the C-suite. -> Partner with Sales teams to develop success plans, assess customer health, identify expansion opportunities, and ensure renewals. • Delivery Execution and Technical Delivery -> Maintain executive relationships and act as an escalation point within the engagement ensuring tight stakeholder alignment, offering proactive and prescriptive advice resulting in outstanding Customer Success. -> Deliver high client satisfaction (CSAT) by consistently meeting/exceeding service delivery goals and metrics. -> Accelerate customer adoption working with the customer to determine success criteria and then leading the services team to execute the success strategies, supporting customers confidently from on-boarding, adoption and consumption across a portfolio of Nagarro consultancy offerings. Examples include: Custom applications, Website redesign, Staff augmentation. -> Proactively mitigate and manage critical escalations and at-risk accounts - communicate effectively and appropriately with internal and external leaders and executives.
ZENDA, LLCSenior Global Delivery Manager
Jan. 2022 - Jul. 2023New York City Metropolitan AreaZenda is a human centered design consulting firm uniquely dedicated to how people work within the business enterprise, improving the Employee Experience with systems, data and processes. ZENDA's team of designers (behavioral psychologists, neuroscientists, architects, industrial and communication designers) go out into the workplace and objectively witness work happening. We then develop models of the event of work informed by quantifiable human data. What we call Seeing Business is a novel 360-degree model visualizing the relationship among human context, technical infrastructure, processes and data- allowing our clients to discover opportunity, mitigate risk and explore solutions that transform business process and system design efforts. We believe that a company’s human capital is a source of valuable insight, uncovering how work actually happens.
DataBrainsVice President Customer Success and Operations
Jan. 2021 - Jan. 2022New York City Metropolitan Area
DataBrainsSenior Director of Customer Success
Apr. 2020 - Jan. 2021New York City Metropolitan AreaReporting directly to the CEO responsible for driving adoption and growth of DataBrains, by demonstrating value and developing senior-level relationships, within a broad customer base. Responsibilities are focused on building passion for accountability and E2E ownership with every client engagement. Establishing structure and stability for account management, client relations, and project management. DataBrains provides high-value data management, agile business intelligence and advanced analytics. Voted Tableau Partner of the year 2019.
West Highland Support Services, Inc.Vice President Operations and Service Delivery
Jan. 2019 - Apr. 2020Greater New York City AreaGlobal Head of Operations and Service Delivery for renowned industry leader in managed services space. Reporting directly to CEO managing day to day activity for existing clients while generating leads to bring in new business. Enjoying the freedom of being vendor agnostic to bring the best/most cost effective solution to meet our clients needs. Providing award winning platform support in the financial services space for the following vendors: Refinitiv, Bloomberg, ICE, OneTick, Activ Financial, Solace Systems
Thomson ReutersVP Head of Customer Implementations and Solutions - Americas
Feb. 2014 - Dec. 2018Greater New York City AreaLeadership and management of all aspects of client implementations, from data feed installs to enterprise platform consulting services and support for US and Canada. • Own all implementation related activities for the deployment of Thomson Reuters software, hardware and telecommunications. Assist client with all necessary site prep work and help client navigate working with third party vendors / partners: Pre-sales to post sales Solutions architecture, design, delivery Data feeds, desktops, platform, custom solutions • Coordinate with cross-functional internal Thomson Reuters teams to ensure all engagements exceed Client expectations: Sales teams, Administration/Operations, Service & Support • Partner with Sales Operations to manage professional services pipeline and pending book Resource allocations, Project management, Finance reporting and reconciliation Responsible for regional and global professional service revenue targets • Lead diverse group comprised of 4 senior managers and 75+ employees across US and Canada 2 Client Implementation Specialist managers leading 40+ (CIS, Project Managers, Desktop specialists) 2 Solutions Delivery managers leading 35+ (Architects, Integration specialists, Business analysts) • Projects include: Global Enterprise architecture design, Large scale desktop migrations/installations, Data feed/Ticker Plant migrations/consolidations.
Thomson ReutersVP Head of Delivery Solution Services NYC
Oct. 2010 - Feb. 2014Direct leadership of large team of seasoned integration consultants to drive and deliver the end-to-end Solutions technical life cycle (pre-sales, implementation, support) Full accountability for correct technical and data architecting of Thomson Reuters solutions propositions at pre-sales stage, and for implementation. Full responsibility for delivery of these projects, consulting activities and packages, in line with customer requirements.
West Highland Support Services, Inc.Vice President Business Development
May. 2009 - Oct. 2010Building new vertical markets for WHSS focusing on senior level consultative services around but not limited to low latency platforms and black box solutions. Developing strategic relationships with other vendor companies whose product or product suites compliment the West Highland offerings.
Tervela IncDirector Professional Services
Nov. 2007 - May. 2009Oversaw service, support, and integration activity for all existing and potential clients. Led team of senior-level integration/sales specialists in NYC and support engineers in Boston, MA.
ReutersVice President Professional Services Group
Jan. 2000 - Nov. 2007Responsible for all Service and Integration activity for entire New York/Metro area client base. Lead team of 4 Directors managing 50+ Senior Level Engineers/Integrators.
TIBCO Finance TechnologyCTS engineer
Jan. 1998 - Dec. 2000
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