Cloud4C Nov 2021 to Feb 2023

Program Manager

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Laid strong foundation for a multi-million dollar greenfield deployment in Google Cloud Platform :

Played a pivotal role in establishing a solid foundation for a multi-million dollar greenfield deployment on Google Cloud Platform (GCP). In collaboration with various stakeholders like OEMs, SIs, and application developers, meticulously designed the end-to-end data flow of the entire solution, encompassing both high-level and low-level details. This comprehensive approach ensured seamless integration and clarity for all parties involved.

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Streamlined processes and bridged communication gaps :

Facilitated a collaborative effort to establish a common understanding of the entitlement and billing cycle between the OEM, billing team, and customer. This collaboration eliminated ambiguity and streamlined the billing process, ensuring transparency and a smooth financial experience for the customer. Furthermore, I acted as a bridge between the customer and our technical specialists, facilitating the creation and configuration of virtual machines, Commvault backups, Zabbix monitoring, HBSS, and vulnerability remediation based on external audits.

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Risk Management and Customer Focus :

Proactively identified potential project risks, both internally and externally, and developed mitigation plans to address them. By clearly communicating these risks to both the customer and management, I fostered an environment of transparency throughout the entire project lifecycle.

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Customer Success Through Effective Leadership :

Led a team of 7-9 program managers, empowering them to understand customer pain points. This enabled them to prioritize delivery that addressed those concerns and enabled customers to achieve their intended  business goals through our services. Coached them on clear and consistent communication with customers during outages. Tracked SLAs, credits, and invoices of the customer accounts managed by Team.

Beyond team leadership, I actively contributed to customer success. Leveraged customer feedback and NPS (Net Promoter Score) to craft service improvement plans and ensure their execution.

Analyzed virtual machine (VM) performance, exploring possibilities to improve the reliability of cloud-hosted VMs.  Helped customers achieve increased uptime and value, leading to stronger customer retention and a growing footprint.