Gaurav Tripathi

About Gaurav Tripathi

I transform professional services organizations into engines of strategic growth and customer success.For over 20 years, I\'ve operated at the intersection of service delivery excellence and business strategy—building scalable frameworks that don\'t compromise on customer experience, and leading teams that execute with precision and urgency.At eGain, I lead global operations spanning Delivery, PMO, and Pre-Sales—achieving 12%+ margins and ±4% forecast accuracy while managing $10M P&L. This isn\'t luck; it\'s disciplined execution of scalable frameworks designed for sustainable excellence.FOCUSED LEADERSHIP THAT DELIVERSStrategy means nothing without execution. I lead with urgency, driving focus on initiatives that move the business forward- Build organizational structures that accelerate decision-making and remove execution friction- Establish accountability frameworks where every role connects to tangible outcomes- Drive WW professionals to operate as one cohesive, high-performing unitResult: Enterprise-scale implementations for Fortune 500 and Government clients, delivered on-time, on-budget, and with measurable impact.BUSINESS OUTCOMES & COLLABORATIVE SUCCESSI define, track, and pursue metrics that matter—both to operations and the broader business- P&L performance with consistent margin excellence- CSAT elevation through refined methodology and value realization- Revenue growth via strategic account expansion and service innovation- Utilization optimization balancing capacity, quality, and team wellnessMy philosophy: True success is collaborative. I partner closely with technology, commercial, and operations teams to align service delivery with enterprise objectives. We win together, or we don\'t win at all.INSPIRATIONAL LEADERSHIP & TEAM DEVELOPMENTGreat organizations are built by great teams. I foster cultures where excellence, innovation, and accountability aren\'t aspirations—they\'re daily practices- Mentor and develop high-performers, creating clear pathways for growth- Design cross-regional and departmental models that enable seamless collaboration- Establish knowledge-sharing ecosystems that amplify collective intelligence- Invest in skills development ensuring teams have expertise to tackle emerging challengesSPECIALIZED EXPERTISEAI/ML implementations | Generative AI adoption | Enterprise cloud integration (AWS)| Government Cloud environments | Hybrid Agile/Waterfall methodologies | PMO practice developmentDOMAINS: Banking & Financial Services | Federal Government | Technology | Telecommunications | Retail

Experience

1. Senior Director Professional Services

   eGain Corporation

   Mar 2024 — Present · Sunnyvale, CA, US

   Accountable for three functions in Professional Services – Delivery, Business Development and PMO. Drive the strategy, planning, monitoring, governance, and control in the implementation of large-scale enterprise applications for Commercial & GOV Cloud environments. Incorporated an efficient and repeatable SaaS implementation delivery model achieving Professional Services (PS) margin of 12+%. Established a Worldwide Professional Service (PS) revenue forecast model which consistently delivered the target within the deviation of +/- 4% for the quarterly forecast. Improved Customer Satisfaction (CSAT) score by 7 basis points (YoY) by tuning the SaaS implementations methodology and ensuring projects stay on budget and schedule with high quality (CSAT 85%). Improved Worldwide Professional Services cohesion and efficiency by bringing Delivery, Business Development, and PMO across the US, UK, and India under one roof and thereby achieving higher utilization. Remain engaged with customers post-deployment to ensure value is derived from the implementations and accordingly advise or suggest the required actions. Have successfully migrated Knowledge from heterogenous environment (CRMs, Document repositories, BI tools) to eGain Knowledge for many enterprise scale organizations. Instituted a collaboration process with Sales to pitch Services value early in the Sales cycle. Capitalized on the opportunities built on customer escalation

Education

• Nowrosjee Wadia College

  H.S.C, PCM

  1996 — 1998

• Dastur Hoshang Boy's High School

  S.S.C, S.S.C

  1990 — 1996

• Pune Vidhyarthi Griha's College Of Engineering And Technology

  Master's degree, Electrical Engineering Technologies/Technicians

  2002 — 2006

• Great Lakes Institute of Management

  Postgraduate Program, Business Analytics and Business Intelligence

  2020 — 2021

• Bharati Vidyapeeth

  B.E, Electrical Engineering

  1998 — 2002

Skills

• Business Analysis
• Requirements Analysis
• Software Project Management
• Erp
• Test Management
• Resource Management
• Program Management
• Sdlc
• Solution Architecture
• J2ee
• Program Delivery Management
• Project Planning
• Account Management
• IT Strategy
• Project Management
• Scrum
• Risk Management