Experience

edumerge

• India
• Education Administration Programs
• 1 - 100 Employee

• Customer Success Manager (Project Manager)

  • Feb 2023 - Present

  • I served as the Project Manager for an ERP School Management software, overseeing a team that provided technical assistance to clients using our web portal, payment gateway, online registration, and mobile application. • Lead and manage the implementation and support of Edumerge Solution, a unified platform for educational institutions. • Conduct training programs and provide technical support to stakeholders, ensuring efficient system utilization. • Configured and managed devices with consistency, enabling seamless technology integration within schools. • Collaborated with cross-functional teams to enhance product features and functionality. Ensured smooth transition and adoption of the ERP system through effective communication and support. • Configuration and customization: Collaborating with functional teams to configure and customize the ERP system to meet specific business needs, such as defining workflows, forms, and reports. • Document and track support tickets, ensuring timely resolution. • Have significant SaaS implementation experience covering all aspects of the customer lifecycle. • Extensive experience with Ticketing tools: Zohodesk, Freshdesk and others. • Coordinate with vendors or external support teams for escalated issues. • Develop training materials, documentation, and user guides for the ERP system. • Conduct training sessions for end users, both in person and through virtual platforms. • Additionally, I conducted workshops for schools and parents, creating presentations and videos to explain each module's purpose and process. • By analysing graphical reports and conducting analysis, I provided insights into portal utilization, and suggested recommendations to enhance the user experience. • Through my leadership and technical expertise, I played a crucial role in ensuring that clients had a positive experience using our software, and that they received the necessary support to achieve their goals. Show less



Daffodils English School Association

• Application Support Specialist(IT Manager)

  • May 2018 - Jan 2023

  • Providing technical support: Assisting end-users with troubleshooting, issue resolution, and technical guidance related to the ERP application. • Configuration and customization: Collaborating with functional teams to configure and customize the ERP system to meet specific business needs, such as defining workflows, forms, and reports. • Document and track support tickets, ensuring timely resolution. • Have significant SaaS implementation experience covering all aspects of the customer lifecycle. • Collecting Client requirement, Data gathering and Gap analysis. • Responding to user inquiries and troubleshooting issues related to the ERP application. • Collaborating with users to understand their needs and providing guidance on how to best utilize the ERP application. • Working closely with the IT team to perform system maintenance, upgrades, and patches. • Have significant SaaS implementation experience covering all aspects of the customer lifecycle. • Responsible for Plan / Design / Maintenance of Technology / ERP Implementation / ERP Consultant / Conducting Training Programs. • Hands on module for different stakeholders like Education Domain, Finance Domain, Human Resource Domain, Warehouse Management, Information Management System, User Management, Communication Management. • Managing, Assisting and conducting training program on ERP software application. • Ability to effectively communicate client requirements to internal development and solutions team. • Committed to exceptional customer service, I provided training to clients and new trainees, resulting in increased overall customer satisfaction rates and collection of satisfaction letters. Show less



Tech Avant-Garde

• IT Services and IT Consulting
• 1 - 100 Employee

• Enterprise Resources Planning Implementation Consultant

  • Nov 2015 - Apr 2018

  • Managing, Assisting and conducting training program on ERP software application. • Database backup and restore (MS SQL Server). • Responsible for installing and maintaining ERP. • Providing technical assistant to the End User. • Testing the new enhancement and modification. • Direct interaction with client. • Client requirement, Data gathering and Gap analysis. • Attending, Analyzing and Debugging the technical issues. • Providing technical requirement to developer to make necessary enhancement in software. Show less