PROFILE SUMMARY

• Well versed with Customer Experience Management Solutions such as Sales, Service, Commerce, Marketing across all customer touch points; expertise in Business Transformation Programs, full cycle C4C & SAP CRM implementations, SAP CRM application support projects and various Business Consulting exercises
• Proficient in pre - sales activities such as collaborating & coordinating with vertical business units, Technical, Solution& Sales, Pricing & Operations teams to interpret client RFP requirements and crafting solutions that satisfy those requirements.
• Dexterously contributed in designing, architecting & estimating high-quality, winning solutions for on-going sales opportunities, by leveraging SAP solutions, offerings and services and translate them into strong value proposition for clients and help win most deals.
• Hands-on experience of various practice level initiatives like COE for new CRM solutions, development of go to market packaged solutions as per future market focus for emerging technologies.
• Offering specialization in:
• Verticals like Manufacturing (industrial equipment, building materials, agriculture), CPG, Hi-Tech. & Energy Utility
• SAP Sales Cloud, SAP Service Cloud, Commerce Cloud & marketing cloud, with omni-channel customer touchpoints.
• CRM version 7.0 EhP1,7.0, 6.0, 5.0 and ERP integration touch points
• Clear vision, mission focus, and strong core values; rapidly adapt to new environments, immediately add value, and build relationships with key stakeholders
• Utilize extensive quantitative and qualitative analytical capabilities to enhance operational effectiveness and meet operational goals within the cost, time & quality parameters
• An enterprising leader with proven abilities in leading teams towards the achievement of organisational goals and industry best practices
• Anchoring the proposals for SAP Customer Experience solution portfolio focusing on C4C, Hybris commerce & marketing.
• Leading the presales engagements from discovery to closure in areas like customer demos, solution design, effort estimation, pricing models
• Writing responses to RFPs / high-quality, winning proposals that clearly articulate the designed solution, value proposition to the customer and its differentiators.
• Build COE for SAP Hybris marketing solution for presales activities and internal POC’s, training
• ACT SAP CRM Solution Architecture Assessment for Confidential
• Sales & Marketing - SAP CRM v/s SFDC
• Service - SAP CRM Service v/FYSASASs ECC CS Service
• Working as a Subject Master Expert (SME) in SAP Customer Experience solutions to help customers transform their front office solutions with C/4 HANA Suite which includes
• SAP commerce cloud, Sales Cloud (Callidus CPQ), Service Cloud (Core system FSM) & Marketing Cloud
• Analyse prospects' requirements and propose the best possible solution; Provide best-practice guidance on customer front office processes
• Capture high level business requirements to come with to-be solution architect, integration options with C4C, Commerce & ECC/CRM.
• Responsible for delivery of customers projects from project preparation to go-live.
• Master and maintain detailed knowledge of the SAP C/4 HANA solution suite and configuration options SAP C/4 HANA Presales Lead
• Prepare effort estimates based on business requirements to come up with overall project costs.
• Collaborate with SAP America on CEC roadmap discussions with prospects.
• Lead COE activities for CEC solution portfolio to setup OOTB solutions for prospects.
• Conduct quarterly customer webinars on SAP C/4HANA solutions to help sales team to generate leads.
• Prepare and deliver Hybris software demonstrations to various levels of clients as part of deal support.
• Taking end-to-end responsibility for various SAP opportunities, through initiation, development and successful closure.
• Collaborating and coordinating with Technical, Solution, Sales, Pricing, and Operations teams to interpret client RFP requirements, and craft solutions that satisfy those requirements.
• Responsible for handling the client interactions with respect to solution during the process and in presenting the solution to the client in orals
• Writing responses to RFPs / high-quality, winning proposals that clearly articulate the designed solution, value proposition to the customer and its differentiators.
• Solution Defence by following the internal pre-sales process and taking the designed solution through different reviews.
• Customer proposal presentation.
• Stay up to date with the latest solutions as well as industry trends in the SAP C/4 HANA solution portfolio. Maintain a close understanding and appreciation of competitive solutions.
• Demonstrate deep knowledge of SAP solutions and appropriate industries to maintain credibility with prospective customers. Provide proof points with relevant customer stories.
• Experience in writing SOW for customer signoff.

PROFESSIONAL EXPERIENCE

Confidential

SAP C4C Delivery Lead

Responsibilities:

• Blueprinting, business workshops, solution design, deployment, SME for C4C processes, delivery of solution.
• Participate in scoping workshops to finalize solution and integration design.
• Demonstrate OOTB C4C Service and HCP portal solution capability, capturing business requirements, Fit-Gap analysis.
• Customer product registration using HCP portal
• Service ticket with integration with ECC
• Email to ticket process
• Setup warranty claim process with C4C service ticket
• Free of charge sales order for warranty related services
• HCP for customer self-service capabilities
• Data migration using migration templates and Data workbench

Environment: SAP Service Cloud, SAP HANA Cloud Portal SAP ECC EhP6

Confidential, Ohio

SAP Hybris C4C Solution Lead

Responsibilities:

• Blueprinting, business workshops, solution design, deployment, identifying gaps, mapping business processes to C4C, configuring the system, resolving issues and training users.
• Participate in scoping workshops to finalize solution and integration design.
• Demonstrate OOTB C4C Sales solution capability, capturing business requirements, Fit-Gap analysis.
• Server-side integration with Outlook for appointments, visits, tasks and email activity
• Lead and opportunity management
• Sales Quotes with ECC integration for workflows, pricing
• Retail visit management
• Sales target planning and forecasting
• Unidirectional BP integration with ECC & Bi-directional BP integration with SAP CRM
• Prepare gap list with solution approach and effort estimates.
• C4C reporting and dashboards
• Data migration using migration templates and Data workbench

Environment: SAP Hybris Sales Cloud, SAP ECC EhP6, SAP CRM EhP3, Outlook, Dodge Pipeline

Confidential, Chicago

SAP Hybris C4C Solution Lead

Responsibilities:

• Blueprinting, business workshops, solution design, deployment, identifying gaps, mapping business processes to C4C, configuring the system, resolving issues and training users.
• Participate in scoping workshops to finalize solution and integration design.
• Demonstrate OOTB C4C Sales and Service solution capability, capturing business requirements, Fit-Gap analysis.
• Propose C4C integration approach to S/4 HANA system.
• Document functional design and integration decisions.
• Prepare gap list with solution approach and effort estimates.
• Master data download from S/4 HANA to C4C, ID and code list mapping
• HTML Mash-up’s, to create S4 HANA Sales quotes and Sales Orders
• Service ticket with S4 integration for advance part shipment, delivery returns
• Ticket routing and escalation workflow
• Guide functional consultants on system configuration and integration aspects.
• Responsible for overall solution design, configuration, testing
• Data migration using migration templates and Data workbench
• Integrating C4C with i2 telephony system for inbound customer calls

Environment: SAP Hybris Sales Cloud, SAP Hybris Service Cloud, PI & SAP S/4 HANA 1602, Office 365

Confidential

SAP C4C Architect

Responsibilities:

• Blueprinting, business workshops, solution design, deployment, identifying gaps, mapping business processes to C4C, configuring the system, resolving issues and training users.
• Participate in scoping workshops to finalize solution and integration design.
• Demonstrate OOTB C4C Sales solution capability, capturing business requirements, Fit-Gap analysis.
• Propose C4C integration approach to ECC system.
• Document functional design and integration decisions.
• Prepare gap list with solution approach and effort estimates.
• Preparation of testing scenario’s and test plan
• Presentation of final solution design to business owners for signoffs.
• Guide functional consultants on system configuration and integration aspects.
• Responsible for overall solution design, Integrating C4C with ECC using web methods
• Integrating C4C with Cisco cloud CTI and SAP JAM for collaboration

Environment: SAP cloud for sales, HCI & SAP ERP

Confidential, NJ

SAP C4C Lead Functional Consultant

Responsibilities:

• Blueprinting, business workshops, solution design, deployment, identifying gaps
• Responsible for overall solution design
• Preparation of functional specification for identified gaps with detail solution design
• Preparation of testing scenario’s and test plan
• Integrating C4C with ECC using web methods
• Integrating C4C with Cisco cloud CTI and SAP JAM for collaboration
• Mapping business processes to C4C, configuring the system
• Resolving issues and training users
• Manage a team of C4C consultants at offshore India
• Solution design and configuration in C4C for sales & service processes
• Solution testing, data migration & cutover activities

Environment: SAP cloud for Service, Sales, Web Methods, SAP ERP

Confidential

SAP CRM Solution Lead/Architect & Rollout Project Manager

Responsibilities:

• Responsible for Confidential for Teed group of companies across Europe, South America
• Worked as a solution lead for SAP CRM business processes in marketing, sales & Service
• Requirements validation / Fit-gap analysis / gap rationalization / prioritization and prepared final gap list.
• Framing up CRM portfolio roadmaps, delivering projects within the SAP CRM portfolio
• Harmonization of customer facing business processes was core to this role
• Worked as a project manager for rollout of SAP CRM solution & other projects across different companies within group
• Helping business in realizing the business benefits of solution implemented

Environment: SAP CRM 7.0 EhP3, SAP ERP, SAP BW

Confidential

SAP CRM Functional Lead

Responsibilities:

• Responsible for design, build and entire delivery of global template for four business divisions using complex SAP CRM Service processes.
• Conducted business workshops as per BPML on different CRM processes
• Process design documentation for L3 processes, solution design, gaps, best practices implemented
• Documentation Minutes of meetings, actions items, open items
• Managing offshore CRM team for during realization and testing phases
• Preparation of functional specification for identified gaps with detail solution design
• Presented demos to customer program management and key business stakeholders on SAP CRM sales & service functionalities during blueprint and realize phase as a part of agile approach in order get business buy-in on to-be processes and solution acceptance
• Capturing business process deviations for different country, Process mapping, Fit-gap analysis to plan template rollout
• Worked on Install bases, Service contracts, Service Agreement, Service Orders (FP, RRB), Workshop Orders
• Service Confirmation, Logistics integration for spare parts, ASSO, Van stock,
• Billing (Debit memo’s, Billing Plan) & Controlling integration (Internal Order for Contracts, Service Order & Confirmation)

Environment: SAP CRM 7.0 EhP1, SAP ERP, SAP BW 

Confidential

SAP CRM Commerce Functional Lead

Responsibilities:

• Responsible for design, build and entire delivery of global template for four business divisions using complex SAP CRM Service processes.
• Gap analysis with reference to baseline Global template for business processes of customer divisions like Seed Care and Lawn & Garden.
• Setup of B2B Web shop &User management
• Setup & Distribution of Product Catalogue
• The key CRM business processes implemented are standard Sales (Via Dealers and Brokerage Sales)
• Order Returns, Order Substitutions and Cuts, Claims and Complaint Management
• Dealer Stock transfers, Customer Account Management
• Brokerage Sales Scenario with customer integration solution to SAP ECC - GTM (Global Trade Management)

Environment: SAP CRM Web Channel 6.0, SAP ERP

Confidential

SAP CRM Sales & Customer Service Consultant

Responsibilities:

• Contract account setting for CRM Business agreement
• Master data template design for technical master data replication from CRM
• Configuration of different move-in business scenarios like Simple move-in
• Move-in transfer/acquisition
• Reverse Move-In
• Configurations of different move-out business scenario like
• Simple move-out
• Move to other premise
• Reverse/amend move-out

Environment: SAP CRM 7.0, IS Utility with ECC 6.0

Confidential

SAP CRM Service Consultant

Responsibilities:

• Developing and documenting the detailed design
• Preparation of functional specification for identified gaps with detail solution design
• Configuration of the various service contracts like warranty, pre-warranty, POES and standard service contracts
• Design and configuration of custom billing request transaction to bill billable service confirmation items
• Configuration of various service processes like standard service case, project case, and install case
• Training case, product service letters and field Change Order case
• Involved in Unit testing, Scenario Testing and Integration Testing
• Resolving testing issues and preparing end users training documents
• Data migration & cutover activities

Environment: SAP CRM Service (Version 5.0), SAP R/3 4.6C