Shahin Merchant
Technical Program Director - Client Operations, Integration, and Support Services @S&P Global
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WORK HISTORY
Technical Program Director - Client Operations, Integration, and Support Services @S&P Global
Calgary, AB, CA
Lead a $30M strategic program spanning 5 years,14 clients, and over 50 technical and non-technical staff to upgrade clients from their legacy, customized solutions to a modern, standardized risk management product.* Engage with sales and senior client stakeholders in a technical presales capacity to help close upgrade contracts.* Manage the end-to-end relationship with specific clients from presales through to delivery and beyond.* Support and mentor a team of project managers within the capacity of the client upgrade projects to ensure successful project implementation and delivery.* Partner with the heads of product, financial engineering, development, and cloud engineering to ensure alignment on client priorities, product roadmap deliverables, and operational support needs.* Support the Client Onboarding, Integration, and Support Services (COISS) team’s strategic transformation from an administrative account management team to one that has considerable product knowledge and can more effectively support clients, thereby creating additional capacity for the product and technology teams to focus on delivering record numbers of roadmap features.* Received the Customer First Award, to recognize people who have made significant impact by enabling us to engage with customers in the most valuable ways.
EDUCATION
New York University
Master of Science, Management & Systems
University of Pennsylvania
Bachelor of Arts in Economics, Bachelor of Science in Computer Science & Engineering
SKILLS
ABOUT SHAHIN MERCHANT
Technical program director with 20 years of global experience across all aspects of software development and delivery.• Strategic problem solver and decision maker with excellent leadership, management, analytical, and communication skills.• Experience in a wide variety of leadership and hands-on roles, including program management, project management, product management, agile coaching, business analysis, process improvement, competitive market analysis, cultural change management, technical presales, software development, client relationship management, talent acquisition, and mentoring.• Experience managing large, globally distributed project teams in a highly matrixed organizational structure following agile processes.• Comfortable engaging with people at all levels, from individual contributors to C-Suite, and operating at tactical, strategic, and operational levels to drive teams and initiatives to success.• Proven ability to learn quickly, adapt to change, challenge the status quo, and consistently deliver exceptional results.
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