Padma Rao

Goal-oriented professional with hands on experience in SaaS solution implementation, Onboarding consultations and training, Customer Success Management, Project Delivery, Account Management, Professional service consulting, Customer Relationship Management, and Process Development. Functional expertise in handling and counseling clients with a key focus on generating new & repetitive business opportunities through value addition and end-to-end assistance in a timely fashion. Proficiency in formulating and implementing process-driven working methodologies to achieve consistent and meaningful results.

Proven flexibility to work independently and in a team for achieving targets within committed deadlines, and generalist aptitude to acquire new fields of knowledge quickly and catalyze interdepartmental and interdisciplinary synergy.

Software Implementation & Training Consultant - Total e Integrated - Toronto, Canada

(2024-07 - 2026-04)

• Lead the full customer onboarding lifecycle, serving as the primary project manager to ensure software deployments are delivered on time, within scope, and aligned with business requirements.
• Consulting with clients to understand business needs and recommend software configurations.
• Implementing integrations with third party systems, testing and validation to establish seamless workflow methodologies.
• Performing User Acceptance Testing (UAT) process, including the systematic tracking, prioritization, and triaging of customer feedback and technical requests.
• Create custom training materials aligned with the client standard operating procedures.
• Design training agenda, schedule sessions and guide users through software functions.
• Deliver end-user training to small groups on Total e Integrated software modules, tailored to client processes (e.g. golf operations and hospitality workflows).
• Provide analysis and troubleshooting in highly integrated client environments, offering fixes or workarounds when needed.
• Ensure high-quality client interactions, maintaining professionalism with both internal and external stakeholders.
• Escalate system errors and client change requests in Jira and analyze issues and simulate scenarios to identify root causes.
• Work closely with our Technical Teams, Product, Sales, Support, and Development teams to refine our delivery model and drive projects forward.
• Provide post go live support for a period of at least 60 days
• Establish a formal reporting cadence to track project health, deliverables, mitigation plans, and key performance indicators.

Professional Services Consultant (Customer Success, Implementation) - ServicePRO/Zunaso App – Help Desk Technology - Oakville, Canada

(2024-01 - 2024-04)

• Subject Matter Expert, leading with a consultative approach to demonstrate software features.
• Data structuring and supporting interface mapping for final test run and release in production environment.
• Delivering end-to-end software implementation, training and consultation on the product features and functionality.
• Presenting pre-sales demo to prospective clients and act as their main point of contact for all product related questions
• Drive strong customer engagement and satisfaction by executing deep business focused health checks and customer audits.
• Participate in the full Implementation lifecycle. Engage in discovery sessions to gather and analyze unique business processes.
• Gather client requirements for workflows, reports and other customization. Assist with setting them up in the solution.
• Conducting annual training that involves hands on training, Assignments and assessments.
• Gather client requirements for custom development or Third-party integrations with ServicePRO/Zunaso work order app.
• Liaise with the Product Development Team and prepare Statement of work.
• Prepare quotations for both new sales and upsell of product/services.
• Develop and maintain strong internal and external organizational relationships to deliver optimum services.

Implementation Analyst (SaaS Solution – Spa, Wellness) - Book4Time - Markham, Canada

(2021-10 - 2023-12)

• Identify and define Project scope, Stakeholders, Processes as per the post sales client hand-off.
• Conduct discovery calls with the client to fully understand their operational needs and translate them into project requirements.
• Develop and maintain project plans, create and adjust training and delivery schedules, detailing Project tasks.
• Lead the Implementations introduction call and discuss requirements, process and procedure with the client.
• Gathering client data for system set up and advance configurations and simultaneously schedule Implementation Kick-Off Call
• Coordinate internal, as well as third parties/vendors resources for the flawless execution of API and other Interface set up.
• Scheduling recurring project update calls to ensure that all projects are delivered on time, within scope, and within budget.
• Develop and maintain project documentation including project charters status reports, and project risks.
• Collaborate with the client team to discover the current operating processes and establish expectations
• Build resource management reports and dashboards for workload management and present them to the leadership team
• Assist all stakeholders during the onboarding process and mitigate project risks. Escalate issues to the management as needed

Implementation & Training Specialist (SaaS Solution - Hotel PMS, F&B, Spa, Catering, Golf, POS) - ResortSuite.Inc - Toronto, Canada

(2019-03 - 2021-10)

• Meeting with the project stakeholders over a project kick-off call following the sales process.
• Conduct Training/Consulting sessions in a professional manner (on site and remote)
• Creating a project plan, detailing the tasks during set timelines to meet the go-live timeline
• Collecting data and understanding the current operational process to customize the standard configuration
• Reviewing application configurations with the stakeholders and establish consent and sign off.
• Training clients on the administrative and the end-user functionalities /capabilities of the application
• Creating custom documentation (based on specific operational processes) and include it in the deliverables and CSM hand-off.
• Conduct post-live handoff from with the Client and Customer Success team to ensure smooth transition of the client.
• Initial interface mapping API information gathered over technical call for interface testing (Opera, Merchant gateway etc.)
• Supporting technical team during interface testing with the client to provide functionality related assistance (charge flow)

Inside Sales Specialist – Asia - Tourcan Vacations - Toronto, Canada

(2017-10 - 2019-03)

• Effectively handling day-to-day operations and sales in the Asia department.
• Respond to travel queries received over calls and emails.
• Preparing itinerary and proposals for agents and direct clients and following up on all quotes until closure.
• Liaise with the air department when planning itineraries and reservations for land products.
• Invoicing, where applicable and liaising with the accounts department.
• Managing client profiles in the database system for future reference.
• Tracking sales records to assess revenue forecast
• Managing client portfolio in the CRM system.
• Attending tradeshows and executing direct marketing activities.
• Participate in trade shows to create demand and lead generation.

Key Account Manager – Hospitality - Travelguru.com - Gurgaon, India

(2014-11 - 2016-01)

• Drive sales performance in the designated territory through implementation of sales strategy across a portfolio of hotels and contributing to exceed revenue targets.
• Develop and maintain regular and consistent partner contact at the property level and, when appropriate, with chain-level regional managers.
• Build relationships and networking with key decision-makers, influencers, and senior management of hotels and also with key travelers in an organization to achieve assigned sales targets.
• Business development and after-sales appraisal in an assigned territory.
• Monitor and analyze weekly sales reports to track the progress and performance of partners and corresponding markets and resolve any concerns/bottlenecks.
• Manage and maintain content for the partner on the company portal.
• Organize and host regional events/town halls for suppliers/partners to communicate company achievements, market forecast, and prospective service roadmap.
• Moderate contract and performance review meetings with suppliers/partners as necessary.
• Use seasoned expertise in destination, product, marketing, and operation management to enhance supplier/partner relationships and meet overall client needs.

Account Manager– Hospitality & Travel - RateGain IT Solutions - Noida, India

(2013-01 - 2014-10)

• Develop and sustain a strong hotel-partner relationship within the Asia Pacific region.
• Coordinate between client and the internal technology team to provide strong team representation and set proper client expectations.
• Ensure customer issues are acknowledged, during and after implementation, and resolved in a timely manner.
• Assess customization requests as required by the client and change settings based on the client's business needs.
• Train and encourage clients to use subscribed RateGain® products (i.e., Channel Manager Software Solutions) for product