Saurabh Kohok
Toronto,ON
Summary
A results-oriented professional with over a decade of experience in Contract Lifecycle Management (CLM) and customer success, particularly within the telecom domain. Proven track record of analyzing business processes, implementing solutions, and driving operational efficiency. Skilled in CRM tools such as Salesforce, Siebel, Freshdesk, and Service Now.
Overview
11
11
years of professional experience
Work History
Lead Functional Consultant
ICERTIS Solutions Pvt Ltd
04.2022 - 12.2023
- Spearheaded client engagements across diverse industries, addressing contracting challenges and delivering timely solutions, resulting in high client satisfaction.
- Utilized agile methodologies to efficiently manage project timelines and ensure smooth production deployments.
- Developed comprehensive knowledge base materials and conducted training sessions, enhancing team proficiency and client satisfaction.
- Proactively identified business process gaps, provided recommendations, and implemented solutions to drive productivity.
- Led manual push to production of 20+ contract types, 32+ templates and 500+ Clauses and rules, exhibiting strong project management skills and commitment to meeting stringent timelines.
- Analyzed customer requirements to determine technical feasibility.
- Prepared Business Requirement Documents outlining the effort of successfully delivering solutions into production.
Senior Functional Consultant
ICERTIS Solutions Pvt Ltd
02.2020 - 03.2022
- Managed multiple client accounts, implementing Contract Management Systems and driving customer satisfaction.
- Successfully resolved customer escalations and fostered cross-functional collaborations, improving team dynamics and client relationships.
- Coordinated software deployments and updates, ensuring seamless transitions and client satisfaction.
- Demonstrated excellent communication and analytical skills, effectively addressing client concerns and proposing solutions.
- Conducted regular client reviews to ensure optimal usage of Icertis CLM features and to provide value-added recommendations.
- Educated customers on product features and additional services to meet their needs, drawing on in-depth knowledge of CLM features.
- Communicated complex technical concepts effectively to clients, empowering them to maximize system utilization.
- Consistently met and exceeded performance metrics, including response times and customer satisfaction ratings.
Senior Software Engineer, Deployment Lead
Tech Mahindra
07.2016 - 02.2020
- Spearheaded CMF migration, demonstrating exceptional ownership and coordination skills across cross-functional teams.
- Led planning and deployment of critical releases, resolving operational failures, and contributing to incident, problem, and change management processes.
- Consulted regularly with internal customers on application development project status and software-related technical issues
- Have been involved in planning and deployment of various Onesiebel releases which involves interaction with design, development, delivery, test, and deployment teams
- Worked multiple times in resolving Critical Priority 1 and Priority 2 Issues, for operational failure recovery by coordinating with all respective teams
- Complete awareness and experience of Incident management, Problem management, and change/release & Deployment management
- Knowledge of debugging of Stored Procedure
- Stored Procedure Deployment
System Engineer, ASG Member
Tata Consultancy Services
12.2012 - 07.2016
- Managed centralized point of sale database and facilitated SAP postings, resolving over 30 customer tickets daily and contributing actively to continuous enhancements and issue resolutions.
- Incident management, service request management.
- Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs and enhancements
- Resolved issues and escalated problems with knowledgeable support and quality service
- Conducted knowledge transfer sessions.
Education
Bachelor of Engineering - Computer Science
North Maharashtra University
Jalgaon, MH05.2012
Skills
- Application Support
- Proficient in troubleshooting and problem-solving
- Excellent communication and interpersonal skills
- Strong customer service orientation
- Ability to work effectively in a fast-paced environment
- Strong attention to detail and ability to meet deadlines
- Contract Lifecycle Management
Awards
Icertis Solution Pvt Ltd, Pune
- Received the Extra Mile Award for delivering exceptional results with multiple client engagements.
- Received the trusted team mate award for pitching in and helping with weekend P2P activities.
Tech Mahindra, Pune
- Pat on the Back Award for picking up UKB related issues and working extensively on OneSiebel deployments
- Pat on the Back Award for successfully driving the CMF migration activity and bringing it in BAU
- Certificate of Appreciation from the client for outstanding performance and contribution in deployment & UKB area support
Tata Consultancy Services
- Bagged TCS Gems Award for coordinating and implementing the EVO migration activity successfully
Timeline
Lead Functional Consultant
ICERTIS Solutions Pvt Ltd
04.2022 - 12.2023
Senior Functional Consultant
ICERTIS Solutions Pvt Ltd
02.2020 - 03.2022
Senior Software Engineer, Deployment Lead
Tech Mahindra
07.2016 - 02.2020
System Engineer, ASG Member
Tata Consultancy Services
12.2012 - 07.2016
Bachelor of Engineering - Computer Science
North Maharashtra University
Similar Profiles
Ankush SawargaonkarAnkush Sawargaonkar
Lead Software Engineer at Icertis Solutions PVT LTD-Icertis Contract IntelligenceLead Software Engineer at Icertis Solutions PVT LTD-Icertis Contract Intelligence
Aakanksha SAakanksha S
Senior Instructional Designer at Icertis Solutions Pvt LtdSenior Instructional Designer at Icertis Solutions Pvt Ltd
Shailesh PatilShailesh Patil
Senior Functional Consultant at Icertis Solutions Pvt LtdSenior Functional Consultant at Icertis Solutions Pvt Ltd