Expert Details
Digital Transformation (Global), Customer Success
ID: 736538
California, USA
Areas of Expertise
• Digital Transformation Advisory
• P&L Management
• Change Management
• Operations & Continuous Improvement
• Financial Acumen
• Outcome Based Selling
• Talent Acquisition & Team Development
• Center of Excellence (CoE)
• Remote Delivery Model
Key Accomplishments
• Led global Digital Transformation Advisory and Customer Success portfolios with P&L responsibilities from $5M to $350M.
• Developed go-to-market (GTM) strategy in the areas of Analytics, Cloud & Mobility.
• Subject Matter Expert/Advisor for Digital technology best practices & Pre-Sales solutions.
• Created IoT and OT & IT integration solution offerings and industrialized execution Machine Learning and AI frameworks.
• Created, grew and optimized Professional Services, Change Management, Global Delivery, PMO, Analytics and Mobility, Enterprise & Global roll-outs of large CRM & ERP implementations.
Education
| Year | Degree | Subject | Institution |
|---|---|---|---|
| Year: 2008 | Degree: MBA | Subject: International Business | Institution: Pepperdine University |
| Year: 1995 | Degree: PG Diploma in Computer Application Programming | Subject: Computer Application | Institution: Bureau of Information Technology Studies (BITS) - India |
| Year: 1990 | Degree: Bachelor of Commerce | Subject: Business & Accounting | Institution: University of Bombay |
Work History
| Years | Employer | Title | Department |
|---|---|---|---|
| Years: 2017 to Present | Employer: Undisclosed | Title: VP - Digital Transformation | Department: |
Responsibilities:VP – Digital Transformation AdvisoryLead Digital Transformation Advisor (DTA) global portfolio helping GE’s customer’s start or accelerate their digital transformation journey. The DTA offerings help our clients understand that pursuing digital transformation across the value chain can be the most effective and cost-efficient way to address business challenges and achieve sustainable growth. Helping customers with understanding the preparing for the Change Management effort required for a Digital Transformation and understanding the value of their Business Applications • Acting as the trusted Digital Transformation Advisor for large global customers including New York Power Authority, EDP, PTTEP, SMFG, MODON, Contact Energy, BHP and others. • Led the pre-sales function and built a partner ecosystem with large system integrators, channel resellers including Accenture, IBM, Wipro, TCS, Catapult, Kyoritsu, Itochu, Kezhi, Wabtec, Allied VP – Global Customer Success Services, Asia (concurrent from Aug 2018 to July 2020) Selected for this expat assignment to provide Customer Success including pre-sales leadership for the Asia region (ASEAN, Japan, India, China & ANZ). The region runs about 40 to 60 projects at any given time with a team of 120 to 200 resources. • Took over when the region was running at -39% Margin on services and turned it around to +28% Margin in 14 months. • Led a $80M customer success portfolio in Asia providing strategies and services focused Digital Business Applications. • Reduced time to implement by 28% by bringing in standardization of delivery and using Lean best practices aligned with Industry 4.0 solutions. • Built strong relationships with large industrial customers in Asia including SCG, PTT, BHP, South32, Snowy Hydro, Nissan, SMFG, NEC, Bridgestone, Itochu, Cherry Land Rover & Jaguar. |
|||
| Years | Employer | Title | Department |
| Years: 2015 to 2017 | Employer: Accenture | Title: VP - Information and Analytics Strategy Services | Department: |
Responsibilities:Created a lean Analytics strategy & Pre-Sales function to position Accenture as the strategic partner for analytics resulting in a $120M pipeline over three years.• Led Accenture’s Information and Analytics Strategy function for the Resources operating group which includes Utilities, Mining and Natural Resources, Energy (Oil & Gas) and Chemicals. From door opening discussions to leading quantifiable value- driven digital transformation efforts resulting in a pipeline of $120M. • Advised clients on strategy to get from Data to Information, Information to Insights and Insights to Outcome buy effective business application transformation strategies • Created a well-defined Digital Transformation and Pre-Sales “playbook” to quickly architect the journey and enable the “path to scale” to support all aspects of the customers digital transformation journey including Digital Strategy & Transformation, Data Science & Advanced Analytics, Business Intelligence & Reporting, Data Management & Business Application Management. • Opened doors into strategic customers including – Chevron, PG&E, Thames Water, AGL, Exelon, Shell Chemicals, NRG, Woodside, Rio Tinto. • Built and managed a hand-picked team and providing strategic leadership to define priorities for our pe-sales business which included the following offerings: Vision & Strategy Organization | Data & Information Management | Structure & Talent Strategy | Data to Analytic Insights | Insight Driven Decisions | Outcome Measurement | Business Application Management | Sponsorship & Governance. Engaged with Technology teams to create value based end-to-end solution offerings ($1M to $8M) including: • Accenture Hybrid Cloud Platform (AHCP) - Single platform for clients to access and manage their public and/or private cloud services in a secure manner. • Connected Platform as a Service (CPAS) - Globally-scalable IoT as-a-Service leveraging an ecosystem of partners—e.g. Microsoft, SAP, AWS, Intel, etc. • Accenture Insights Platform (AIP) - Big Data platform that enables the agile development of advanced analytics applications. Provisioned on AWS and Azure. |
|||
| Years | Employer | Title | Department |
| Years: 2014 to 2015 | Employer: Accenture | Title: VP – Global Application Management Services (AMS) | Department: |
Responsibilities:Led the growth and expansion of Accenture's Global Delivery Network to further improve competitiveness and differentiation in our Pre-Sales services for Utility/Power, O&G, High-Tech and Mining industries.• Ran the global AMS portfolio for key global accounts with a total volume of $350M over multi-year engagements. • Implemented the following key actions: • Increased competitiveness and differentiation in pre-sales function by using low-cost locations for Application Development and Maintenance as the default solution/delivery approach. • Increased competitiveness in pre-sales approach with the use of intelligent tools and delivery effectiveness by driving down cost by 20%. • Challenged large organizations to rethink their Business Application strategy • Built a strong “selling while delivering” culture in the Global Delivery Network by transforming the typical delivery mindset through training, capability development and targeted mentoring initiatives. • Managed key west coast accounts including San Diego Gas & Electric, PG&E, Southern California Edison, Nevada Energy |
|||
| Years | Employer | Title | Department |
| Years: 2011 to 2009 | Employer: Accenture | Title: VP – Technology Offering & Capability Development | Department: |
Responsibilities:Executed a Global Services Delivery Center expansion role managing and improving remote delivery services for Accenture’s global Utilities, Mining, Oil & Gas, High-Tech and Chemicals industry clients serviced from Asia. Managed an outsourced delivery services portfolio of $280M.• Built Digital solutions incorporating Analytical models for Customer Satisfaction, Customer Segmentation, Connected Mine, Grid Optimization, Crew Mobility, Asset Analytics. • Led Accenture’s Industry Capability Development program for APAC across India, Philippines and China creating a skilled resource pool of 1700 FTE’s and 150 local contract staff. • Reduced cost-to-serve customers by 10-15% from re-use of pre-defined execution templates and adopting innovative accelerators. • Managed the global sales plan for Remote Implementation Services. • Provided hands-on delivery oversight for large global ERP implementations. • Managed relationships with large global accounts like – EDF, Veolia, American Water, SCE, SRP, BHP. |
|||
| Years | Employer | Title | Department |
| Years: 2006 to 2011 | Employer: Accenture | Title: Sr. Director – IT PMO & Business Application Management Lead at PG&E's Office of the CIO | Department: |
Responsibilities:As a part of PG&E's Office of the CIO function, set up and led the IT Applications Project Management and Business Application Management Services CoE.• The objective of the IT Applications Project Management & Business Application Management Services CoE was to establish structure and supporting metrics to standardize application-based project management and business application management practices and facilitate a consistent and disciplined approach for business application planning, execution and closeout to meet customer expectations, and business goals for delivery on-time and on-budget. The CoE established policies and procedures to continuously improve project management that provided repeatable processes and resulted in consistent high-quality project delivery with effective business application management. The scope of the CoE included: • Managing internal and external stakeholder participation and involvement. • Leading a team of 28 project/program managers and 15 Change Agents within the IT Applications PM & CM CoE including scheduling, work assignment and review of project/program progress. • Managed four enterprise application management programs ranging from $20-50 million, 47 intermediate programs between $1-20 million and over 250 smaller projects under $1 million each. • Provided project metrics and performance analysis to support decision-making and facilitate resolution of governance and resource contention issues - including scope, cost, and schedule adjustments. • Managed skill development, mentorship, and training of centralized project management & business application management team. |
|||
| Years | Employer | Title | Department |
| Years: 2009 to 2011 | Employer: MW2 Consulting | Title: Senior Director Pre-Sales – CRM and ERP Practice | Department: |
Responsibilities:Creating and managing an ERP implementation services practice for a silicon valley boutique consulting company. Responsible for P&L and managing tech clients like HP, 3M and Cadence design systems. Building a SAP Consulting Practice from ground-up – Talent Acquisition, Go-to-Market Strategy, P&L responsibility and managing major accounts like HP & 3M Responsible for sourcing and low-cost location delivery services for the company |
|||
| Years | Employer | Title | Department |
| Years: 1996 to 2009 | Employer: Intelligroup | Title: Various Management positions | Department: |
Responsibilities:Intelligroup – Foster CityDirector - Application Management Services (AMS) | 2001 - 2004 This role also required conducting application landscape assessments to design and develop an Application Management & Support outsourcing solution for the customer. This included scoping exercises for strategic customers to help them understand the pros and cons of Application outsourcing and establishing a long-term plan with tangible ROI metrics for potential customers adopting the Outsourced Model. Working with key customers such as, Cadence Design Systems, Network Associates (NAI), 3Com, Allergan, Exxon Mobil, Varian Medical Systems, Hitachi Semi-conductors and others, in helping them develop business case to move to an Application Managed model utilizing the benefits of Offshore Application Services. Leading a team focused on implementing customer focused ERP solutions, providing mentoring and advisory services to customers, managing SAP delivery and inside sales for strategic customers Engagement Manager for SAP Upgrade - Project for Cadence Design Systems included the sales and distribution, finance, logistics, materials purchasing & inventory and revenue recognition modules (IS-SW). Intelligroup – New Zealand Technical Delivery Director | 1998 - 2001 Technical Delivery Director for the company's New Zealand operations. This required effective coordination with the offshore operations of the company and the various client sites in NZ and their offshore counterparts. Was also responsible for the delivery of multiple projects, preparing Technical Plans and actively lead technical Pre-Sales activity and managing a P&L of $10M. Packaging technical services solutions based on the previously successful implementations, monitoring the performance of the practice delivery team, conducting team member appraisals and planning their career development within the organization, and complete responsibility for technical delivery and QA in the country. Working with key customers in the country such as Telecom New Zealand, Carter Holt Harvey (CHH), Fletcher Challenge Forests (FCF), Mighty River Power (Mercury Energy) Intelligroup – Asia Director – Offshore Software Delivery Services | 1997 - 1998 Responsible for setting up and maintaining Intelligroup's offshore/ remote software delivery operations in Hyderabad, India. This was a massive effort of creating business plans and laying out policies for the entire Offshore operations that provided delivery and support services to customers based in the US, UK, Japan, Australia and New Zealand. Intelligroup – USA Various Roles | 1994 - 1997 Performing various roles from business analysis, programming and technical analysis for various engagements in the US for clients – HP, GTECH, Merisel, S&P, J&J |
|||
International Experience
| Years | Country / Region | Summary |
|---|---|---|
| Years: 2018 to 2020 | Country / Region: Asia | Summary: Selected for this expat assignment to provide Customer Success including pre-sales leadership for the Asia region (ASEAN, Japan, India, China & ANZ). The region runs about 40 to 60 projects at any given time with a team of 120 to 200 resources. • Took over when the region was running at -39% Margin on services and turned it around to +28% Margin in 14 months. • Led a $80M customer success portfolio in Asia providing strategies and services focused Digital Business Applications. • Reduced time to implement by 28% by bringing in standardization of delivery and using Lean best practices aligned with Industry 4.0 solutions. • Built strong relationships with large industrial customers in Asia including SCG, PTT, BHP, South32, Snowy Hydro, Nissan, SMFG, NEC, Bridgestone, Itochu, Cherry Land Rover & Jaguar. |
| Years: 2011 to 2014 | Country / Region: Asia | Summary: VP – Technology Offering & Capability Development, 2011 – 2014 Executed a Global Services Delivery Center expansion role managing and improving remote delivery services for Accenture’s global Utilities, Mining, Oil & Gas, High-Tech and Chemicals industry clients serviced from Asia. Managed an outsourced delivery services portfolio of $280M. • Built Digital solutions incorporating Analytical models for Customer Satisfaction, Customer Segmentation, Connected Mine, Grid Optimization, Crew Mobility, Asset Analytics. • Led Accenture’s Industry Capability Development program for APAC across India, Philippines and China creating a skilled resource pool of 1700 FTE’s and 150 local contract staff. • Reduced cost-to-serve customers by 10-15% from re-use of pre-defined execution templates and adopting innovative accelerators. • Managed the global sales plan for Remote Implementation Services. • Provided hands-on delivery oversight for large global ERP implementations. • Managed relationships with large global accounts like – EDF, Veolia, American Water, SCE, SRP, BHP. |
| Years: 1998 to 2001 | Country / Region: New Zealand | Summary: Technical Delivery Director for the company's New Zealand operations. This required effective coordination with the offshore operations of the company and the various client sites in NZ and their offshore counterparts. I was also responsible for the delivery of multiple projects, preparing Technical Plans and actively lead technical Pre-Sales activityand managing a P&L of $10M. Packaging technical services solutions based on the previously successful implementations, monitoring the performance of the practice delivery team, conducting team member appraisals and planning their career development within the organization, and complete responsibility for technical delivery and QA in the country. Working with key customers in the country such as Telecom New Zealand, Carter Holt Harvey (CHH), Fletcher Challenge Forests (FCF), Mighty River Power (Mercury Energy) |
Fields of Expertise
Digital Transformation Strategy, industrial automation, digital asset management, digital convergence, digital strategy, Industry 4.0, Earned Value Management, Management of Value Engineering, value analysis program management, Big Data Analytics, Utility Analytics, cloud computing, manufacturing execution system, SCADA system, smart grid, Customer Journey Mapping, customer relationship management, customer satisfaction, customer segmentation, Management Consulting/Coaching, advisory, offshore advisory