Deepak Chawla CSM® ITIL®

• Responsible for end to end customer Relationship and Experience from Delivery and Customer Success perspective for large customers • Post customer acquisition, connect with customer and provide platform and applications (CRM, DMS, Survey Manager, GST, eInvoicing) walkthrough/ demo/ best practices to gain interest. • Understand customers business challenges and processes and provide solutions by mapping the same to Digital/ IT solutions/ platform/ products and suggest best practices/ re-engineering as applicable • Make customers aware of various platform capabilities and encourage them to leverage the same • Responsible for leading different levels of discussions (strategic, tactical, techno-functional etc.) from Delivery, Business & Relationship point of view with all stake holders in Customer Organization mainly C Level Executives for identifying new business opportunities by value engineering and farming them • Work closely with Sales organization for any leads identified for new opportunities or upsell/cross-sell and take them to closure with Consultative Selling Approach. • Spearhead & Lead Strategic Steering Committee meetings and Drive the Other operational meeting/ presentation and reporting with customer(s) like monthly governance cadences • Ensure Solutions offered are in line with and meeting Customer(s) Strategic and Tactical Objectives • Address customer issues and escalations for assigned accounts • Regular Status reporting to customers and Internal Top Management • Responsible for ensuring client satisfaction, delivering on contractual commitments to Customer(s) and value added services for ensuring long term customer relation • Primary point of contact for any standard or non-standard change requests raised in accordance with the Change Management process • People Management: Hiring, On boarding, Training, Grooming, Succession Planning, Knowledge Management and Performance assessment of team members

• Responsible for end-to-end delivery of multiple customer(s) programs/ projects across SAP including SuccessFactor and Non-SAP including Software Development, Product Implementation, Transition, Migration, Maintenance & Support • Lead the Engagement and Relation with C-Level Executives for Delivery Governance and Account Management • Managing P&L and complete responsibility for Top Line, ensuring business continuity & growth with steady increase in Margins by reducing cost/ optimum utilization and Timely & Accurate Invoicing • Spearhead & Lead Strategic Steering Committee meetings and Drive the Other operational meeting/ presentation and reporting with customer(s) like monthly governance cadences • Ensure Service catered meet Customer(s) Strategic and Tactical Objectives • Responsible for ensuring client satisfaction, delivering on contractual commitments to Customer(s) and value added services for ensuring long term customer relation • Lead and Drive the Continuous Improvement initiatives, the Innovation Plan and the Centre of Excellence to ensure an innovative culture and get new tools / ideas/ frameworks / accelerators • Responsible for leading different levels of discussions (techno-functional, strategic, tactical, etc.) from Delivery, Business & Relationship point of view with all stake holders in Customer Organization for identifying new business opportunities and farming them • Primary point of contact for any standard or non-standard change requests • Accountable for KPI’s and SLA’s for the services being catered • Planning and Governance of Work Packages across various commercial types namely Fix Price, T&M and staff augmentation mode • Plan and Drive various Process and Quality audits, ISO Audits and CSAT Surveys and ensure closure of any NC’s/ Findings • People Management: Hiring, On boarding, Training, Grooming, Succession Planning, Knowledge Management and Performance assessment and feedback of 50+ team members

• Manage end-to-end implementation of Zycus’s Source to Pay Procurement Solutions Suite (eSourcing, Contract Management, Supplier Management, Spend Analytics etc.) • Lead a team of project managers responsible for Solution Delivery in defined TAT and Operations for customers in regions like US, EMEA & APAC(incl. Fortune 500 Clients) • Spearhead onsite product suite implementation Kick-off meetings, Requirement Gathering workshops and steering meeting with C level executives on a timely basis • Manage business operations with revenue of USD 5 Million per annum and achieve 90% renewal with 25+ team members. • Account Management for Organic Growth YoY. Manage escalations, build customer relationships ensuring revenue retention and convert Cross-Sell/ Up-sell opportunities • Drive agile scrums, crisis, RAIDS, backlog ,retrospective to bring process correction • Evaluate CPI and SPI (Time/Cost/Quality) for Scope & Change requests • Risk mitigation, corrective/preventive action plans besides monthly business review meetings for strategic goal setting and driving CAB • Drive improvement in processes, adopting PMP best practices to improve quality, product adoption with customers and get customer satisfaction ratings of >8.5/10 • Creating, identifying programs for the team and executing strategic programs like Voice of Customer(VOC), Agile Implementation Process, Dev-UAT-Prod Automation • Pioneered and lead the automation team leading to savings of 53%. • Helping presales with techno-functional solutioning to get wins with prospects • Work extensively with the Product management group to build the product vision

• Manage a team of Solution consultants to engage with existing and prospective customers & help them adopt Seclore’s offerings as per their business requirements. • Responsible for Account Management & up-sell/ cross-sell covering the entire cycle from lead generation, need generation to negotiation and closure through consultative selling. • Participate in Presales activities like RFPs, RFIs etc., create proposals and engage with the sponsors/ stake holders leading to faster sales cycle and large ticket deals. • Develop proof of concepts to showcase product and solution capabilities along with documentation and end user training. • Efficiently manage projects for consistent growth in product adoption by engaging with current and prospective customers to ensure that the Seclore solution achieves the desired business outcome. • Study existing processes; perform Data Flow Analysis & Gap Analysis. Assemble Solution Blueprints based on findings; by mapping various product capabilities • Architect solutions for integration of Seclore's products with enterprise solutions. • Proactively create documentary artifacts like business cases, usage scenarios, solution blue prints, FAQs, meeting notes...etc. • Provide end user feedback to the product team on a regular basis to ensure that the enhancements to the product are made commensurate to industry requirements.

• Collaborate with Business and IT users to map their requirements with Seclore FileSecure offerings. • Engaging with end users to understand their current business process and identifying the potential information security threats, risks and vulnerabilities. • Working out a detailed solution blue-print and presenting it to the client for an approval and sign-off. • Conduct End user training and policy configuration workshops to ensure maximum information security with minimum administration overhead. • Ensure consistent growth in product awareness and adoption. • Working with the IT team at client end to rollout the solution to various groups of users including external parties and getting them on boarded. • Train the client's vendor/ partner to use the system and hand-hold them to rollout the solution and ensure a smooth adoption experience. • Documentation of the Standard Operating Procedure and handover to business users and technical team. • Create documentation such as business cases, usage scenarios and solution blue prints. • Direct the implementation and support teams to ensure successful completion of project milestones for production, go-live, UAT sign off and manage the initial roll out of the project. • Create and identify opportunities for upselling of Seclore’s offerings.

• To interact with clients and understand business problems and needs • Study and understand existing systems/ processes • Analyze the requirements/ problem, conceptualize and propose a solution • Prepare Functional requirement document and get them signed-off from clients • Convert requirements into design. Actively involved in wireframe designing • Prepare project plan including estimates and budgets • Communicate client requirements to technical team and oversee development • Help the development team in building business logic wherever needed. • Responsible for functional testing of the modules developed/changed. • Ensure delivery of modules to client in a timely and cost effective manner • Prepare weekly project status reports, allocate issues to different project teams • Setup, monitor and ensure successful UAT with business teams • Set up/ configure the product as per business team’s needs • Responsible for successful deployments and rollouts for different business units • Trained users and addressing concerns if any.

• Understand the Business Requirement and Designing Modules • Develop various modules including Arogya Raksha (C#.NET,SQL) • Make changes to the existing modules, adding new features(C#.NET,SQL) • Self QC(Quality Check)

• Providing Customer Support Services (CSS) • Associated with software development for IT support services(in-house) • Customizations to the existing modules • IVPN - Providing support for remote connectivity for users.