SVP, Global Customer Success and Service Enablement @ Visa
Senior Vice President, Global Customer Success, Services, & Support @ Tintri
Vice President, Global Services, Support, & Delivery @ GuideSpark
MBA, International Business @
Golden Gate University
Highly driven and solutions-focused award-winning leader with BSCS, MBA and over 24 years of progressive experience spanning Global Customer Support Services, Content Services, Business Operations & Vendor Management within global and technology driven industries. Analytical problem solver with a proven track record of generating revenue, improving processes, enhancing customer satisfaction, and completing projects within time and budget
Highly driven and solutions-focused award-winning leader with BSCS, MBA and over 24 years of progressive experience spanning Global Customer Support Services, Content Services, Business Operations & Vendor Management within global and technology driven industries. Analytical problem solver with a proven track record of generating revenue, improving processes, enhancing customer satisfaction, and completing projects within time and budget constraints.
Dynamic and loyal team player focused on execution, with solid communication, motivational, and interpersonal skills. Additional expertise includes:
Budget Management / P&L
Data Driven Analysis and Planning
Specialties: Mergers and acquisition integration
Outsourcing and International expansion
Customer experience improvement
Process and operational optimization
Product and solution performance analysis
Multi-vendor environment management
Vice President, Content Services @ From May 2014 to Present (1 year 8 months) Vice President, Global Support Services @ Hired by a C level executive, responsible for creating a scalable Global Support Strategy that allows us to profitably accomplish our global growth and customer satisfaction goals, enabling our customer’s success through unparalleled knowledge delivery, while capturing the market and enhancing our reach as a SaaS provider.
Responsible for creating a unified Global Support and Education Services Organization from the ground up across all products & geographies for our Managed Services, Enablement Services, Cloud/SaaS Services and Data Services businesses.
Responsible for developing Global Services forecasting, utilization, capacity planning, vendor selection, partner management and for creating revenue generating Support & Training Offerings. Overall P&L responsibility.
Responsible for creating Customer Communities, Chat Services, Knowledge Base, LMS and Tiered Incident Management Support Structure for all products across all customers. Product owner / Head of Engineering for the Managed Services application suite.
Handpicked by the CSO to be the Executive sponsor for key large customers.
About ServiceSource: Founded in 2002, ServiceSource (NASDAQ: SREV) provides recurring revenue management contracts maintenance, support, and subscription for technology and tech-enabled healthcare, and life sciences companies around the world through Managed Services and SaaS/Cloud offerings. Headquartered in San Francisco, with 2,600+ employees WW and $8 billion in opportunity under management, from top-100 technology companies such as F5, NetApp, Polycom, BMC, GE, Microsoft, Red Hat, Juniper and VMware. From September 2012 to May 2014 (1 year 9 months) San Francisco Bay AreaDirector, Global Technology Customer Support Services, Oracle (via Sun Microsystems acquision) @ Global responsibility and accountability for support delivery and operational performance of HighEnd Enterprise Storage and related software products. Lead and manage support teams located globally; responsible for the overall direction and performance of the Global Support Services team.
Define Global Support Strategy for L1-L3 Technical Support Center, improving Support contracts with key vendors. Drive customer satisfaction, providing a single source of expertise, Critical Situation Management, and global problem resolution. Interface with engineering throughout the product lifecycle.
Monitor operational activity; Develop and leverage strategies to ensure consistency in customer care. Responsible for cost reductions (first contact resolution, process optimization and technical enhancements). Oversee customer facing knowledge content management and training operations. Key role in M&A integration for new acquisitions: Increase success by maximizing the value of the IP, and reduce implementation time by creating a framework. From February 2006 to September 2012 (6 years 8 months) San Francisco Bay AreaSr. Manager, Global Remote Service Delivery, APAC (Int'l Ex-Pat assignment) @ Being a US based employee, was personally selected by the Remote Service Delivery Sr. Management in Americas to expand the Support operations in APAC. Chartered to establish a new Services Center and hire line managers, program managers and technically strong backline/senior engineers.
Successfully created and lead a team supporting 650+ products (Storage, Clusters, Platforms, Kernel & Software). Created a true 24x7 Product Technical Support business to service the global customers. From November 2004 to February 2006 (1 year 4 months) Engineering Manager, Product Technical Support @ Manage and oversee a top-performing global services team of program managers, engineers, and tech support personnel providing engineering and customer support to critical escalated problems for Volume System Products.
Played a strong managerial and leadership role overseeing the growth of Services Team from 15 people in 1995 to over 750 employees in 2004.
In different roles as a team lead, a Program Manager and a Sr. Consultant from 1995-2002, frequently visited customers and global teams in Asia Pacific and Europe to train and ensure best practices internationally. Conducted extensive vendor negotiations, ensuring optimal value.
Centrally involved in several successful Six Sigma process improvement projects. From July 1995 to November 2004 (9 years 5 months) Senior Systems Analyst @ As a team lead designed a credit card authorization networking software.
Performed extensive analysis of customers' technical requirements; recommended and implemented solutions.
Provided extensive technical product support, testing, quality assurance and troubleshooting to all end users. From June 1994 to July 1995 (1 year 2 months) Systems Analyst @ Designed and developed EISA/ISA based Network and Comms Device Drivers for Sun Microsystems.
Led a team of engineers in the design, development, build, release and support of several Ethernet Drivers. From June 1993 to June 1994 (1 year 1 month) Software Engineer @ Designed a wide range of communication products, including a voice mail system, PBX & Switching System s/w.
As a Lecturer in College of Engineering, taught various courses to the Computer Science Undergraduate students. From June 1991 to June 1993 (2 years 1 month)
Leadership & Strategic Management @ Stanford University From 2008 to 2009 MBA, International Business @ Golden Gate University From 1997 to 1999 BS CS, Computer Engineering @ University of Pune From 1987 to 1991 Dharam Rai is skilled in: Enterprise Software, Integration, Customer Experience, Management, Storage, SaaS, Strategy, Vendor Management, Cloud Computing, Team Leadership, Cross-functional Team Leadership, Program Management, Process Improvement, Change Management, Service Delivery
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