Shem Nair

Spearhead presales activities, collaborating with the sales team to understand client requirements and deliver tailored solutions for Malaysia. Conduct engaging product demonstrations, showcasing the unique value proposition and addressing client pain points. From understanding the customer’s problem statement to demonstrating and advocating the best solution on our product, I play a critical role in the success of every sales pursuit we make. By leveraging deep Human Resource functional expertise and comprehensive product knowledge I provide expert solutions, presentations, workshops and product demonstrations to the customer throughout the sales cycle.ts.

Responsibilities:

• Articulate and differentiate the value of Software as a Service (SaaS) and Darwinbox to enterprises and mid-market clients
• Work independently and directly with clients to gather requirements, design, build for client's business use case
• Collaborate with developers, project managers, and other stakeholders to identify integration requirements and ensure successful integration
• Leverage in-depth Human Resource functional knowledge to deliver differentiated custom solutions to key decision-makers to address their business issues and needs
• Highlight the advantages of Darwinbox by providing dynamic product workshops and demonstrations inclined to successfully complete the sales cycle
• Participate in all appropriate product, sales, and implementation discussions to maintain a smooth workflow and conduct necessary knowledge transfers
• Build strong relationships with clients so they can propagate their Darwinbox success with other prospects
• Actively looks for opportunities to innovate and become more efficient in our delivery, executing on new ideas and increasing automation capabilities wherever feasible
• Coordinates with delivery teams, handover the detailed functional requirement and oversee the delivery commitment to the client
• Engage with clients to understand their business goals, data challenges and desired outcomes from business programs and technology solutions
• Influence customers by translating complex technical terms/ processes into business value
• Continuously build solid presentation skills, content, and a deep understanding of, Data & AI technologies and how to position winning solution
• Play a key role in preparing proposals and bids for data analytics opportunities

Lead a team of Cloud Engineer Specialists who connect with PAYG customers in APAC and Japan remotely/online to take them through their Cloud adoption journey.

Responsibilities :

• Led a team of Cloud Engineering Specialists to engage existing customer for consumption expansion and new customer acquisition with Oracle Cloud Infrastructure
• Providing leadership and direction for the Cloud Engineering specialist team to ensure meeting the Cloud consumption growth of 30%
• Monitor team member performance, develop their skills and expertise to required level with coaching and sales enablement programs
• Provide reporting on the state of the business to stakeholders with regular cadences and QBRs
• Supported and guided existing Oracle Cloud PAYG customers by understanding their current infrastructure to identify and prioritize areas they can benefit by migrating to Oracle IaaS and PaaS
• Assisted the marketing team with the development and execution of marketing campaigns to create brand awareness
• Successfully met revenue target of $10 Million for FY22 with the a steady 30% growth QbQ

Inside Sales Country Manager supporting Microsoft SMB for Singapore and New Zealand

Responsibilities:

• Conduct regular sales meetings to communicate / motivate Account Managers and ensure good working discipline leading to sales/ quota achievement
• Improved territory sales from less than 85% YTD to 110% YTD within the second quarters, exceeding cloud target to 205% on FY21Q4
• Develop close working relationship with the partners and customers to strategize on deal closure
• Develop, motivate, and coach sales Supervisors to increase productivity of sales agents, increase close rate, and grow revenue
• Coaches and counsels, including preparing performance improvement plans where necessary
• Share best practices to leadership team and Outbound Telesales Representatives on Outbound Sales best practices and compliance
• Oversee and monitor Agent interaction with customers to ensure sales, quality and compliance goals are met or exceeded
• Provide compelling product demos via the phone emphasizing service features and benefits, discussing contract terms, quoting prices, and preparing sales orders

Led the ANZ Applications team (ERP and HCM) in FY19 and delivered total 219 opportunities worth $26.6M (attainment of 160% vs target of $16.6M; contributed almost 20% to FY19 revenue with 7 won deals at ARR $1.2M. YTD

• Had the opportunity to work on some of the largest 'Smart' and 'Digital Transformation' projects in ANZ for ERP, HCM and CX
• Mentoring and conducting Sales Enablement for new hires training sessions
• Managed Product and Solution demand generation for all enterprise accounts in the ANZ region, supporting marketing and sales programs, managing budgets, and coordinating marketing (Digital campaigns and Events) activities with marketing organizations
• Participated in strategic and tactical planning for the division, investigated new sales opportunities, generated pipelines, managed project pipeline follow-through and closed project funnels
• Managed and trained a team of Telesales business development representatives for the ANZ region, monitored their performance, identified issues, and then devised suitable training programs to foster positive career developmen
• Delivering a training program to onboard new inside sales hire, refining and critiquing the BDC’s sales pitch
• Supporting BDC’s, as required, during their rotational assignments and early stages of the sales cycle: lead generation, qualification, and evaluation
• Established relationships with key decision-makers within customer's organization to progress the deal to closure
• Worked on a project to increase leads to opportunity conversion rate and successfully implemented few action plans which resulted in opportunity conversion rate improvement from 3% to 8%

Catch That Bus operates as an online travel agency that provides bus travel tickets booking services in Malaysia and Singapore. It also offers bus charter services.

Responsibilities:

• Oversee the day-to-day operations of the Call Center for Singapore and Malaysia
• Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results
• Establish organizational structure, measurement tools and processes necessary to achieve operational and sales goals
• Develop business plans and establish a budget for attaining target results within agreed budget constraint
• Timely and effective administration of performance evaluations, compensation plans, development and/or action plans and coaching activity for all team member
• Increased customer retention by developing and offering unique discount options while driving interest in new product lines
• Developed strategies for customer acquisition, led proposal preparations, negotiations and presentations to win new business opportunities

In summary, my key responsibilities and accountability's are as follows :

• Manage and constantly improve Service level for Phones, Chats and emails and improve SLA of email response from 15 to 3 days with a process improvement Six Sigma Project
• Top Seller Account Management
• Driving strategies to minimize Seller side fraud and maximize Buyer Satisfaction
• Design/Build statistical models based on evolving fraud trends Real-Time Management -Implement improvements including new process improvements project
• Manage the Office of the President Escalations Co-ordinating with Global Risk team on their Risk Strategies and Impact analysis Reporting on Call Center Metrics
• Analyze data to identify strategies for improvement of service and productivity
• Monthly preparation and reporting of KPI's and performance management of the team
• Resolve escalated customer service issues
• Seller Risk Management (SRM) and Community Watch (Listing Inspection)

Work as an assistant manager for an Australian based VOIP company. The Telecommunication company provides services such as VOIP, Mobile Sim and ISP. Managed a team of 12 teammates with their daily tasks handling inbound calls and emails.

Responsibilities :

• Lead and manage a team of 11 customer service agents and 1 team leader
• Responsible for the overall management of our frontlineteammates and the team's operations, including but not limited to leading teammates in achieving performance targets, building and developing highly engaged and performing team that creates good customer experience