Nikhil Sethia

Customer Success - Solution Architect:

• Single POC for our clients for all Production Bugs, Queries & requirements - working in Banking & Payments eco-system & primarily handling customer onboarding, transaction processing, merchant onboarding & rewards.
• Triaging Tickets & closing them at source & passing on the critical code/implementation bugs to engineering.
• Analyzing new requirements, prioritizing them based on effort V/s value & drafting the solution document for product team to build on it.
• Closely work with Ops on delivering new SOPs aiming to streamline & operationalize routine checks.
• Adding & Updating articles in Knowledge base repository for known issues & their resolution approach.
• Holding periodic cadences & check-ins with Client(s) to understand key pain points, overall health, typically maintaining a 80%+ CSAT.

• B2B Solution Architecture : Working in Fintech - Understating challenges in current process, gathering requirements & translating them to a better future state using our product & services.
• Achieved target hit rate of 93% for successful digital transformations across a global Enterprise portfolio of 20+ such accounts
• Adoption & Success: Identifying tangible KPIs & Business Outcomes & for Clients & acting as their primary point of contact in the project & migration lifecycle
• Achieved 85% automation rate in Order-to-Cash Cycle for my Portfolio
• Cloud Integration & Migration : Achieved Successful Cloud Migrations by closely working with Product & Cloud engineering team around implementing the accurate set of services, tools, APIs/Interfaces using Migration evaluator, Migration Hub & pub-sub architecture

• B2C Analyst: Identified & resolved Consumer problems around Dell PCs & environment usage through root cause analysis, research & hit a CSR of 90% throughout
• Microsoft SCCM Deployment: Working on & Application packaging projects for Partner Client Accounts in NAM & EMEA & pushing finished software packages to their local systems via MS-SCCM
• Process Improvement: Mapped processes to holistically examine internal business flows & identify improvement opportunities improving team delivery efficiency by 45% for 2 quarters
• Acted lead POC for Company's Transition from 'Delta' to 'SalesForce'