Image of Rav Dhaliwal

Rav Dhaliwal

Customer Success & Account Management

Investor & Venture Partner at Crane Venture Partners

United Kingdom

Section title

Rav Dhaliwal's Email Addresses & Phone Numbers

Rav Dhaliwal's Work Experience

Slack

Customer Success & Account Management

November 2015 to Present

London, United Kingdom

Zendesk

Manager, Customer Success EMEA

July 2014 to November 2015

London, United Kingdom

Yammer, Inc.

Director of Yammer Customer Success (EMEA)

April 2011 to July 2014

London, United Kingdom

Rav Dhaliwal's Education

Imperial College London

BSc Eng Computing Science

1989 to 1992

Rav Dhaliwal's Professional Skills Radar Chart

Based on our findings, Rav Dhaliwal is ...

Supportive
Engaging
Methodical

What's on Rav Dhaliwal's mind?

Based on our findings, Rav Dhaliwal is ...

52% Left Brained
48% Right Brained

Rav Dhaliwal's Estimated Salary Range

About Rav Dhaliwal's Current Company

Slack

Building Slack's presence in the UK.

Frequently Asked Questions about Rav Dhaliwal

What company does Rav Dhaliwal work for?

Rav Dhaliwal works for Slack


What is Rav Dhaliwal's role at Slack?

Rav Dhaliwal is Customer Success & Account Management


What is Rav Dhaliwal's personal email address?

Rav Dhaliwal's personal email address is r****[email protected]


What is Rav Dhaliwal's business email address?

Rav Dhaliwal's business email addresses are not available


What is Rav Dhaliwal's Phone Number?

Rav Dhaliwal's phone +44 ** **** *102


What industry does Rav Dhaliwal work in?

Rav Dhaliwal works in the Computer Software industry.


Who are Rav Dhaliwal's colleagues?

Rav Dhaliwal's colleagues are Bonnie Kraus, and Marta Bulaich


About Rav Dhaliwal

📖 Summary

An experienced professional services Director, highly skilled in leading, growing & developing post-sales teams (in areas such as consulting, implementation, support & training) with a particular emphasis on driving adoption, customer satisfaction, retention & growth. Currently building and leading Yammer's European Customer Success organisation in the UK, France & Germany. This involves managing and developing a strong team dedicated to helping some of the world's largest organisations drive user adoption & generate business value from Enterprise Social Software in the cloud. As the 3rd Yammer employee in EMEA I have played a major part in accelerating our growth to nearly 100 people, working to expand the business to more than half of global revenues, integrating us in to Microsoft as part of a $1.2 billion USD acquisition, whilst continually positioning us as thought leaders in Social Software with press, analyst interviews, blogging, articles & regular public speaking. Key skills & experience - • Creating & leading high performing teams in a fast paced, hyper growth environment • Successfully managing cloud software deployments for global organisations • Delivering consistently high customer satisfaction scores & renewal rates • Collaborating internally to improve processes, product and overall customer experience • Very strong verbal and written communication skills • High commercial focus with extensive pre-sales experience • Building strong trusted advisor relationships with business decision makers & C level execs • Cross industry experience, managing customers in Digital Comms, Advertising, Banking, Pharma, Retail, Manufacturing, Telecommunications, Software & Government Specialties: Customer Success, SaaS, Cloud, Yammer, Salesforce, CRM, Professional Services, Support, Pre Sales, Critical situations management , ITIL, Service Delivery, Training, Business Planning, Public Speaking, Writing, Media Interviews, Enterprise Social NetworkingCustomer Success & Account Management @ Building Slack's presence in the UK. From November 2015 to Present (2 months) London, United KingdomManager, Customer Success EMEA @ From July 2014 to November 2015 (1 year 5 months) London, United KingdomDirector of Yammer Customer Success (EMEA) @ Building and leading Yammer's European Customer Success organisation in the UK, France and Germany. Responsible for helping some of the world's largest companies and organisations drive adoption and business value from Enterprise Social Networking and Microsoft's Cloud based Office productivity suite (Office 365). Accountable for customer satisfaction, retention & growth, strategic pre-sales and embedding the Customer Success function in to Microsoft's wider cloud portfolio, whilst driving approximately $45 Million USD net new Enterprise Social business this financial year. From April 2011 to July 2014 (3 years 4 months) London, United KingdomPrincipal Support Manager @ Responsible for building and maintaining a strong trusted advisor relationship with some of the largest Salesforce.com UK accounts (in the $750K to $5 Million USD range). Worked closely with customers to understand their business needs and goals and provided proactive best practice advice and recommendations to optimise and expand their adoption of Salesforce.com's CRM and Enterprise Social Networking (“Chatter”) software. I was their principal escalation point and advocate with software support, services, product management and development, always ensuring that the appropriate levels of priority, focus and communication were given to resolving any problems and that their expectations were set and managed. From October 2010 to March 2011 (6 months) Senior Technical Account Manager @ Responsible for the operational health of large Enterprise software customers across Europe. Managed a team of 3 Associate account managers and 6 Field Engineers to help Enterprise customers deploy and maintain their software and reactively managed their support issues to a speedy resolution. Achievements & awards • “IBM Services professional of the year" award winner 2008. • "Services Award" winner for outstanding customer sat Q4 2009. • Generated £220K in additional software sales from existing customer accounts in 2009. • Developed 3 new support offerings, generating £170K from new customer accounts in 2009. • Successfully led the competitive defence of a £2.1 million account. • Selected for the "IBM Emerging Leaders" management programme. • Co-authored the "WebSphere Portal Enterprise Deployment Best Practices" book. From January 2005 to October 2010 (5 years 10 months) Senior Consultant @ I worked with Enterprise customers around the globe to design and deploy solutions with software products in IBM's Enterprise Collaboration and Social Networking portfolio (such as Notes/Domino, Sametime, Quickr, WebSphere Portal Server, IBM Lotus Web Content Management and Lotus Connections). This involved - • Conducting design workshops and reviews with customers. • Developing Policies, Standards, Procedures & Guidelines for Service operations. • Producing detailed system architecture designs and deployment, upgrade and migration plans. • Delivering proof of concept and pilot environments. • Designing and deploying high availability solutions. • Providing expertise in directory management (e.g. LDAP) and Single Sign On. • Conducting server health & performance checks, security reviews and general troubleshooting. • Scoping and producing detailed Statements Of Work for services engagements. Achievements • Selected for the "IBM Top Talent" management programme. • Lead subject matter expert on a successful £3 million tender. • Co-authored "Lotus Domino & Extended Products Integration" book. From January 2001 to January 2005 (4 years 1 month) Managing Consultant @ Created and managed a new “Messaging & Infrastructure” business unit, recruiting and leading a team of three Microsoft and Lotus consultants specialising in infrastructure deployment, upgrades and migrations. Achievements • Delivered new Microsoft Exchange & Lotus Domino migration projects worth £190K. • Won over £200K of additional education and development work from existing customers. • Achieved a customer satisfaction average rating of 9.7 out of 10. From March 1999 to January 2001 (1 year 11 months) Senior Architect @ Technical lead for the Global deployment of an entirely new Windows Server based Lotus Notes mail and application infrastructure for 25,000 bank employees. Achievements • Developed an automated software build CD, saving hundreds of hours deploying new servers. • Completed 4 months ahead of schedule, saving approx £1 Million of the project's budget. • Delivered 98% system availability up from 62%. • Deployed automated monitoring tools, freeing up the Service Desk to resolve 25% more calls per month. From September 1997 to March 1999 (1 year 7 months) Support Analyst @ Resolved 2nd & 3rd line Windows, Lotus Notes/Domino and Novell Netware issues and acted as technical lead for all Windows Server, Lotus and Novell related infrastructure projects. Achievements • Promoted to team leader, recruiting & managing 3 engineers. • Lead a service improvement task force, reducing server downtime by 95%. • Implemented a storage management system, reducing file restores by 50%. From October 1995 to September 1997 (2 years) Systems Assistant @ Supported the Borough's Unix based Library computer system and managed a Windows help desk for over 300 employees located in 10 branches. Achievements • Designed and deployed a borough wide on line public access catalog. • Successfully deployed a Novell Network across 10 branches. From June 1993 to October 1995 (2 years 5 months) BSc Eng, Computing Science @ Imperial College London From 1989 to 1992 Rav Dhaliwal is skilled in: ITIL, Salesforce.com, CRM, Lotus Domino, Portals, Enterprise Software, Service Delivery, Yammer, Integration, Unix, Technical Support, IT Strategy, Business Process, SaaS, Software Project Management


Rav Dhaliwal’s Personal Email Address, Business Email, and Phone Number

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In a nutshell

Rav Dhaliwal's Personality Type

Extraversion (E), Sensing (S), Feeling (F), Judging (J)

Average Tenure

2 year(s), 3 month(s)

Rav Dhaliwal's Willingness to Change Jobs

Unlikely

Likely

Open to opportunity?

There's 92% chance that Rav Dhaliwal is seeking for new opportunities

Rav Dhaliwal's Social Media Links

www.redboo... www.redboo... www.redboo...

Rav Dhaliwal's Achievements

Most Valued Person, Yammer EMEA 2012

Issued by - · January 2012

IBM UK Lab Services Award Winner 2009

Issued by IBM · December 2009

IBM Services Professional Of the Year 2005

Issued by IBM · November 2005

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