Mandar Bhuvad

About Mandar Bhuvad

Experienced global client success leader with 20+ years within SaaS, On Premise/BTF and…

Experience

1. Senior Manager Software Support

   IBM

   Jul 2012 — Present · Pune, IN

   Continuing responsibility to manage SaaS and On Premise customer support operations for IBM Strategic Supply Management Suite of Products for worldwide customers • Responsible for worldwide customer support and client relationship management functions • Manage multi site, multi country support, hosting and client relationship teams for 750+ customer installations for both SaaS and On-Premise • Manage Product set consisting of 8 products in the eProcurement, Contracts Management, Spend Analysis, Program Management, Supplier Lifecycle Management & Services Procurement • Interface with cross functional teams Release Management, Product Development, DevOps for Prioritization of critical customer incident & problem management • Post-acquisition involved in Emptoris Support Organization integrating each function into IBM’s business model. • Built and Manage: • Global multi lingual client support (8 languages) team • Point of Escalation for multi country support operations – US, India, China, Germany, UK • Global client relationship model utilizing offshore and on shore resources • Helped Design, Implement & Manage Global Telephony System for Customer Support Operations • Manage billable service offering for eProcurement Sourcing Events (Auctions/RFx) • Provide escalation support for key customers in CriSit, renewal, implementation and Go Live phases • Budget YLL (Year Long Learning) Program for the team to build skills. • Lead IBM Client Success & Support as well as Open Badge program to upskill technical abilities • Help Design SaaS NEXT program to build awareness and align future skills to IBM strategic imperative • Lead Tarang, an employee engagement initiative for the entire location (500+ Staff) • Resource Planning, Realignment for optimal utilization of permanent and contractors • Designed, cost case approvals, build and Support centers outside India (Germany, US)

Education

• State Board of Technical Education and Training

  Chemical Engineer

• Bharati Vidyapeeth

  Chemical Engg, Chemical

  1991 — 1995

Skills

• Project Management
• Salesforce.com
• Pre-Sales
• Outsourcing
• Agile Methodologies
• Team Management
• Enterprise Software
• Customer Relationship Management (Crm)
• Vendor Management
• Saas
• Requirements Analysis
• Cloud Computing
• Software as a Service (Saas)
• Software Project Management
• Crm
• Professional Services
• Integration
• Customer Support