Ritesh Dhankani
Customer Experience Manager at CMiC- Claim this Profile
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English Full professional proficiency
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Arabic Elementary proficiency
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Hindi Native or bilingual proficiency
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Urdu Native or bilingual proficiency
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Sindhi Native or bilingual proficiency
Topline Score
Bio
Credentials
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Net Promoter Score
-Jul, 2017- Nov, 2024
Experience
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CMiC
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Canada
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Software Development
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300 - 400 Employee
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Customer Experience Manager
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Jun 2021 - Present
In my current role, I have overall responsibility for the daily management of assigned customer accounts. My mission is to increase customer retention, renewals and upsells by building strong relationships with key customer stakeholders and ensuring customer adopt full functionality to maximize the value of their partnership with CMiC. I am the primary point of contact for the customer. I join the customer on their business and digital transformational journey, advising them on potential bumps… Show more In my current role, I have overall responsibility for the daily management of assigned customer accounts. My mission is to increase customer retention, renewals and upsells by building strong relationships with key customer stakeholders and ensuring customer adopt full functionality to maximize the value of their partnership with CMiC. I am the primary point of contact for the customer. I join the customer on their business and digital transformational journey, advising them on potential bumps in the road, encouraging customers to adopt a digital mindset, and identifying other solutions that can support their success. Show less In my current role, I have overall responsibility for the daily management of assigned customer accounts. My mission is to increase customer retention, renewals and upsells by building strong relationships with key customer stakeholders and ensuring customer adopt full functionality to maximize the value of their partnership with CMiC. I am the primary point of contact for the customer. I join the customer on their business and digital transformational journey, advising them on potential bumps… Show more In my current role, I have overall responsibility for the daily management of assigned customer accounts. My mission is to increase customer retention, renewals and upsells by building strong relationships with key customer stakeholders and ensuring customer adopt full functionality to maximize the value of their partnership with CMiC. I am the primary point of contact for the customer. I join the customer on their business and digital transformational journey, advising them on potential bumps in the road, encouraging customers to adopt a digital mindset, and identifying other solutions that can support their success. Show less
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TSA Solutions
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Singapore
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Hospitality
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1 - 100 Employee
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Customer Success Manager - Europe, Middle East and Africa
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Jan 2019 - Nov 2020
Focused on improving our Customers Experience and Service excellence throughout the customer journey. Acting as the customer’s Ambassador to ensure we deliver the value from our Services and represent their needs back to the company. • Managing a global portfolio of more than 180 key accounts across 3 continents with Annual recurring revenue of more than USD 1.5 Million. • Work with Account team to build and implement success plans for each customer based pre-agreed goals, current… Show more Focused on improving our Customers Experience and Service excellence throughout the customer journey. Acting as the customer’s Ambassador to ensure we deliver the value from our Services and represent their needs back to the company. • Managing a global portfolio of more than 180 key accounts across 3 continents with Annual recurring revenue of more than USD 1.5 Million. • Work with Account team to build and implement success plans for each customer based pre-agreed goals, current performance metrics, improvement areas and clear recommendations • Leading the onboarding process for new customers and ensuring timely successful completion by working closely with both business and technical stakeholders. • Monitor product adoption and educate customers on how they can use our product to achieve their business objectives through calls, online webinars, and face to face demonstrations. Show less Focused on improving our Customers Experience and Service excellence throughout the customer journey. Acting as the customer’s Ambassador to ensure we deliver the value from our Services and represent their needs back to the company. • Managing a global portfolio of more than 180 key accounts across 3 continents with Annual recurring revenue of more than USD 1.5 Million. • Work with Account team to build and implement success plans for each customer based pre-agreed goals, current… Show more Focused on improving our Customers Experience and Service excellence throughout the customer journey. Acting as the customer’s Ambassador to ensure we deliver the value from our Services and represent their needs back to the company. • Managing a global portfolio of more than 180 key accounts across 3 continents with Annual recurring revenue of more than USD 1.5 Million. • Work with Account team to build and implement success plans for each customer based pre-agreed goals, current performance metrics, improvement areas and clear recommendations • Leading the onboarding process for new customers and ensuring timely successful completion by working closely with both business and technical stakeholders. • Monitor product adoption and educate customers on how they can use our product to achieve their business objectives through calls, online webinars, and face to face demonstrations. Show less
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Training Calendar
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United Arab Emirates
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Education Administration Programs
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Customer Success Manager
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Dec 2016 - Aug 2018
Work closely with the top management to develop and implement learning technology products. Responsible for enabling our clients to extract the maximum value from the offered technology products. • Lead client and product development teams on multiple implementation projects and ensured timely successful completion of all projects for marquee clients like Al Masaood Group, Fetchr, Injazat etc. • Developed competency benchmarks for over 100,000 roles across various industries &… Show more Work closely with the top management to develop and implement learning technology products. Responsible for enabling our clients to extract the maximum value from the offered technology products. • Lead client and product development teams on multiple implementation projects and ensured timely successful completion of all projects for marquee clients like Al Masaood Group, Fetchr, Injazat etc. • Developed competency benchmarks for over 100,000 roles across various industries & geographies. • Designed new features based on customer insights and lead development initiatives to completion in 2 weeks or less. • Aligned the platform to applicable international standards - Kirkpatrick’s learning evaluation model. Show less Work closely with the top management to develop and implement learning technology products. Responsible for enabling our clients to extract the maximum value from the offered technology products. • Lead client and product development teams on multiple implementation projects and ensured timely successful completion of all projects for marquee clients like Al Masaood Group, Fetchr, Injazat etc. • Developed competency benchmarks for over 100,000 roles across various industries &… Show more Work closely with the top management to develop and implement learning technology products. Responsible for enabling our clients to extract the maximum value from the offered technology products. • Lead client and product development teams on multiple implementation projects and ensured timely successful completion of all projects for marquee clients like Al Masaood Group, Fetchr, Injazat etc. • Developed competency benchmarks for over 100,000 roles across various industries & geographies. • Designed new features based on customer insights and lead development initiatives to completion in 2 weeks or less. • Aligned the platform to applicable international standards - Kirkpatrick’s learning evaluation model. Show less
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Innopreneur Management Consultancy
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United Arab Emirates
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Business Consulting and Services
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1 - 100 Employee
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Customer Engagement Manager
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Feb 2015 - Dec 2017
Responsible to deliver valuable insights and help clients identify, analyze, and solve business problems across a wide range of industries. Involved in every phase of a consulting engagement, from pre-proposal research through final implementation. • Designed and implemented a competency development initiative for the enterprise sales team of a leading IT company in Saudi Arabia. • Developed strategy models for Emirati start-ups supported by Dubai SME – a government… Show more Responsible to deliver valuable insights and help clients identify, analyze, and solve business problems across a wide range of industries. Involved in every phase of a consulting engagement, from pre-proposal research through final implementation. • Designed and implemented a competency development initiative for the enterprise sales team of a leading IT company in Saudi Arabia. • Developed strategy models for Emirati start-ups supported by Dubai SME – a government initiative. • Identified and fulfilled the training needs for the quality & customer service teams of a leading bank. • Supported a leading semi-government gas production company in designing and implementing learning and development initiatives in line with the organization’s strategic objectives. Show less Responsible to deliver valuable insights and help clients identify, analyze, and solve business problems across a wide range of industries. Involved in every phase of a consulting engagement, from pre-proposal research through final implementation. • Designed and implemented a competency development initiative for the enterprise sales team of a leading IT company in Saudi Arabia. • Developed strategy models for Emirati start-ups supported by Dubai SME – a government… Show more Responsible to deliver valuable insights and help clients identify, analyze, and solve business problems across a wide range of industries. Involved in every phase of a consulting engagement, from pre-proposal research through final implementation. • Designed and implemented a competency development initiative for the enterprise sales team of a leading IT company in Saudi Arabia. • Developed strategy models for Emirati start-ups supported by Dubai SME – a government initiative. • Identified and fulfilled the training needs for the quality & customer service teams of a leading bank. • Supported a leading semi-government gas production company in designing and implementing learning and development initiatives in line with the organization’s strategic objectives. Show less
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Protiviti
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United States
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Business Consulting and Services
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700 & Above Employee
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Consultant- Business Advisory Services
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Jan 2014 - May 2014
Worked on a variety of projects dealing with resource optimization, risk audit and feasibility studies for giant clients from oil & gas, aviation & construction. • Developed a shift –pattern optimization model for a regional oil & gas giant. • Developed interactive audit questionnaires to assess potential risks in all functions of a leading aviation company. • Conducted a feasibility study to assess the potential in an upcoming infrastructure project for a market leader from the… Show more Worked on a variety of projects dealing with resource optimization, risk audit and feasibility studies for giant clients from oil & gas, aviation & construction. • Developed a shift –pattern optimization model for a regional oil & gas giant. • Developed interactive audit questionnaires to assess potential risks in all functions of a leading aviation company. • Conducted a feasibility study to assess the potential in an upcoming infrastructure project for a market leader from the construction industry. Show less Worked on a variety of projects dealing with resource optimization, risk audit and feasibility studies for giant clients from oil & gas, aviation & construction. • Developed a shift –pattern optimization model for a regional oil & gas giant. • Developed interactive audit questionnaires to assess potential risks in all functions of a leading aviation company. • Conducted a feasibility study to assess the potential in an upcoming infrastructure project for a market leader from the… Show more Worked on a variety of projects dealing with resource optimization, risk audit and feasibility studies for giant clients from oil & gas, aviation & construction. • Developed a shift –pattern optimization model for a regional oil & gas giant. • Developed interactive audit questionnaires to assess potential risks in all functions of a leading aviation company. • Conducted a feasibility study to assess the potential in an upcoming infrastructure project for a market leader from the construction industry. Show less
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AL FARAA CONSTRUCTION AND INDUSTRIAL GROUP
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United Arab Emirates
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Construction
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700 & Above Employee
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Electrical Engineer
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May 2011 - Jun 2013
Led a large team with a head count of up to 95 personnel for installation, testing and commissioning of all types of electrical utilities and systems for construction projects of value in excess of AED 100 Million. • Successfully handed over the electrical works for a government school spanning over 25,000 square meters in area within 12 months of initiation of the project. • Achieved zero LTI (Lost time due to Injury) over a period of 300 working days. • Analysed labor… Show more Led a large team with a head count of up to 95 personnel for installation, testing and commissioning of all types of electrical utilities and systems for construction projects of value in excess of AED 100 Million. • Successfully handed over the electrical works for a government school spanning over 25,000 square meters in area within 12 months of initiation of the project. • Achieved zero LTI (Lost time due to Injury) over a period of 300 working days. • Analysed labor productivity on monthly basis and highlighted potential financial impacts to the line manager as applicable. Show less Led a large team with a head count of up to 95 personnel for installation, testing and commissioning of all types of electrical utilities and systems for construction projects of value in excess of AED 100 Million. • Successfully handed over the electrical works for a government school spanning over 25,000 square meters in area within 12 months of initiation of the project. • Achieved zero LTI (Lost time due to Injury) over a period of 300 working days. • Analysed labor… Show more Led a large team with a head count of up to 95 personnel for installation, testing and commissioning of all types of electrical utilities and systems for construction projects of value in excess of AED 100 Million. • Successfully handed over the electrical works for a government school spanning over 25,000 square meters in area within 12 months of initiation of the project. • Achieved zero LTI (Lost time due to Injury) over a period of 300 working days. • Analysed labor productivity on monthly basis and highlighted potential financial impacts to the line manager as applicable. Show less
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Al Murad Textiles
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Al Ain
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Operations Manager
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Jun 2010 - May 2011
Responsible for the overall functioning of the business unit along with division wise monitioring of the sales, purchase and fund management functions. • Streamlined the accounting and finance functions of the company by identifying inefficiencies in the processeses and introducing ERP technologies. • Addvised top management on business process improvement strategies. • Optimized the running costs of the organization by 33% through inventory management and organization… Show more Responsible for the overall functioning of the business unit along with division wise monitioring of the sales, purchase and fund management functions. • Streamlined the accounting and finance functions of the company by identifying inefficiencies in the processeses and introducing ERP technologies. • Addvised top management on business process improvement strategies. • Optimized the running costs of the organization by 33% through inventory management and organization restructuring. Show less Responsible for the overall functioning of the business unit along with division wise monitioring of the sales, purchase and fund management functions. • Streamlined the accounting and finance functions of the company by identifying inefficiencies in the processeses and introducing ERP technologies. • Addvised top management on business process improvement strategies. • Optimized the running costs of the organization by 33% through inventory management and organization… Show more Responsible for the overall functioning of the business unit along with division wise monitioring of the sales, purchase and fund management functions. • Streamlined the accounting and finance functions of the company by identifying inefficiencies in the processeses and introducing ERP technologies. • Addvised top management on business process improvement strategies. • Optimized the running costs of the organization by 33% through inventory management and organization restructuring. Show less
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Education
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2013 - 2014
Hult International Business School
Master of Business Administration - MBA, Strategy and Finance -
2006 - 2010
Birla Institute of Technology and Science, Pilani
Bachelor of Engineering, Electrical and Electronics Engineering
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