Rajesh G

Experience

1. Associate Director of Operations

   PwC

   Oct 2024 — Present · Mumbai, IN

   Leadership and Strategy: Develop and implement customer success strategies that drive engagement, satisfaction, and retention for our products and services. Lead Incident Response team Customer On boarding: Oversee the onboarding process, ensuring customers are seamlessly integrated and thoroughly trained on our solutions. Relationship Management: Foster strong relationships with key stakeholders, acting as a trusted advisor to understand their needs and challenges. Proactive Engagement: Monitor customer health metrics and proactively address issues, providing guidance on best practices and optimization strategies. Collaboration: Work closely with sales, product, and technical teams to ensure a seamless customer experience and to gather feedback for product improvement. Team Development: Lead, mentor, and develop a high-performing customer success team, promoting a culture of excellence and continuous learning. Customer Advocacy: Serve as the voice of the customer within the organization, advocating for their needs and ensuring alignment with our business objectives. Reporting and Metrics: Establish and track key performance indicators (KPIs) to measure the success of customer success initiatives and report on customer health and satisfaction. Lead and conduct business reviews. Establishes and maintains effective relationships with customers and suppliers. Resolves customer issues, identifies customer service trends, determines necessary improvements, and helps to implement change. Investigates and solves customers’ problems, which may be complex or longstanding concerns. Threat Monitoring & Detection: Continuously monitor security alerts and events across all systems using SIEM tools and other monitoring platforms. Identify, analyze, and respond to security threats in real-time. Vulnerability Management: Regularly assess and prioritize vulnerabilities, patch systems, and work with IT teams to implement secure configurations and updates.

Education

• SMV Model Higher secondary school

  +2, Economics

  1998 — 2001

• Sikkim Manipal Institute of Technology - SMU

  Bsc, Information Technology

  2002 — 2005

• Sikkim Manipal Institute of Technology - SMU

  Master of Science (MSc), Information Technology

  2008 — 2010

Skills

• Data Center
• Network Administration
• Management
• Crm
• Noc
• Wan
• Networking
• Information Technology
• Telecommunications
• Analysis
• Infrastructure
• Service Delivery
• Information Security
• Routers
• Incident Management
• Switches
• Troubleshooting