Vignesh Kathiresan

Customer Success lead (Aria Systems - SaaS based Recurring Billing Solutions) - June 2021 - Till date

• Analyze customer data to improve customer experience.
• Coordinate cross-functionally with various departments to evaluate billing procedures, customer invoices, billing adjustments, and account reconciliations for payments.
• Interface with client billing teams and management to address concerns, conduct adjustments, and identify payment solutions for past due accounts
• Communicate with internal and client teams effectively to ensure expectations are set and all deliverables are met on schedule
• Hold product demonstrations for customers.
• Promote value through customer experience
• Review customer complaints and concerns and seek to improve the customer experience
• Analyze business problems and propose conceptual technical solutions

Project Lead (Guidewire - A Complete Insurance Suite)

Mar 2018 - June 2021

• Project management representation to coordinate ongoing implementations and efforts.
• Providing technical support for their cloud based customers.
• Troubleshoot escalated Guidewire Cloud production solution failures or defects and provide solutions to effectively restore system functionality.
• Providing Root Cause Analysis guidance to internal Guidewire or third-party teams to enable those teams to carry out post-restoration defect resolution
• Partner with Guidewire delivery teams to understand each customer’s business objectives and integration requirements and rationalize those against established best practices you learn through your experience and that of your peers to ensure successful Guidewire Cloud-hosted production customer solutions.
• Contribute to technical assessments of incoming Guidewire Cloud-hosted solutions, ensuring that pre-production customer solutions meet our security and performance criteria and adhere to our coding standards

Track Lead (Aria Systems - SaaS based Recurring Billing Solutions) - May 2015 - Feb 2018

• Resolve production issues for the application.
• Provide timely resolution to tickets in system for application issues. Tickets that depend on external groups/teams/vendors involvement & delays are excluded from SLA.
• Analyze and report bugs in the applications to Development team.
• 24 x 7 availability for Production issues.
• Provide weekly SLA report and Daily wellness check report to Management.

Lawson AP (Accounts Payable) Simplify the invoice approval process and reduce processing costs while providing faster access to more complete information about invoices and their dispensation

• Involved in support and maintenance of critical database systems
• Took care of data load monitoring and helped users find and fix root cause of issues with data discrepancy
• Bug fixing and maintenance of product

Honeywell Kofax & MoveIT provides maintenance and support services for Honeywell File file-transferring services

• Main objective of this project is to meet Honeywell’s requirement for the maintenance and support of MoveIT environment
• Fixing the defects and changes to Task that will improve its effectiveness to end-users
• Changes to product to incorporate new minor features or small changes to existing features, catering to the immediate business needs of end-users
• Activities involved are Analysis, Design, Development, Implementation, and Maintenance of the Honeywell File transferring Environment
• Producing and updating relevant documentation
• Interacting with on-site customers to have the requirements fulfilled in terms of enhancements
• Honeywell EAI Enterprise application integration (EAI) is an integration framework composed of a collection of technologies and services which form a middleware to enable integration of systems and applications across the enterprise
• Involved in the support, maintenance of applications installed in WPS server
• Helping in installing the products related to the application
• Producing and updating relevant documentation

Ally Financials previously known as GMAC Inc., is a bank holding company which helps you to manage your finances through online banking and auto financing

• Ally Bank is a subsidiary of Ally Financial Inc
• Member FDIC
• Resolve production issues for the application
• Provide timely resolution to tickets in system for application issues
• Tickets that depend on external groups/teams/vendors involvement & delays are excluded from SLA
• Analyze and report bugs in the applications to Development team
• Created Schema objects like Indexes, Views, Materialized Views and Sequences
• Ensure start of day health checks is undertaken on systems/applications to confirm business availability
• Coordinate Change Control - bug fixes, enhancements release with Development teams
• Provide weekly SLA report and Daily wellness check report to Management
• Work with teams during emergency issues and perform root cause analysis

• Outbound calling to U.S based customers in sales campaign (Reed Business Information) and survey campaign (Dell on Call)
• Providing sufficient information about the product to the customers which will enhance their business
• Surveying the customers for resolution status and helping them to co-ordinate with Dell for further assistance
• Mentoring the new recruits during their learning curve and on various process related issues
• Meet targets to achieve the company’s objective and customer satisfaction.