# Sunil Melchi

Sunil Melchi is a remote worker on Himalayas, Service Delivery Manager at Rackspace Technology, based in India.

Source: https://himalayas.app/@sunilmelchi

```text
Service Delivery Manager at Rackspace Technology managing post-sales delivery, renewals, and retention for mid-market customers.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 3500k+ INR |
| Job categories | Service Delivery Manager, Customer Success Manager, Account Manager |
| Skills | Customer Success, Service Delivery, Customer Retention, Key Account Management, Post Sales Onboarding, Contract Renewal, Churn Mitigation, Sales Forecasting, Business Development, Incident Management, SLA Management, Service Credits, Service Improvement Planning, Project Management, Pre Sales Consulting |
| LinkedIn | https://linkedin.com/in/sunil-lazer-78801045 |

## About

```text
At Rackspace Technology, I own the post-sales lifecycle for mid-market customers running business-critical applications, from onboarding and implementation through ongoing service and support. I work with commercial and product teams on growth and retention, and lead contract renewal negotiations.

I coordinate support teams to deliver within agreed SLAs, review service failures, and maintain service improvement plans. I also chaired customer meetings, tracked usage and success metrics for upsell opportunities, and served as an SME on the OSPC Cloud product.

At Replicon Software India, I managed a territory book of business, built a pipeline of 3x target, and delivered API-based and flat-file integrations with Salesforce, QuickBooks, and Xero. I also introduced the QA process, managed the QA team, and provided final release sign-off across web, web-service, and mobile testing.
```

## Experience

### Service Delivery Manager (current)

[Rackspace Technology](https://himalayas.app/companies/rackspace). Jul 2021 - Present

```text
Own the full post-sales lifecycle for mid-market customers, from onboarding to service and support. Lead contract renewals, manage SLAs, and drive upsell opportunities.
```

Skills: Customer-Success, Account-Management, SLA-Management, Incident-Management, Salesforce, Jira, AWS, Postman, Web-Services, Workato, SumoLogic, SQL, Citrix, VPN

### Customer Success Manager

[Replicon Software India](https://himalayas.app/companies/replicon). Jun 2013 - May 2019

```text
Managed a territory book of business, protecting and growing revenue through retention, upsell, and cross-sell. Delivered API-based integrations and introduced QA processes.
```

Skills: Customer-Success, Account-Management, Retention, Upselling, Cross-Selling, Forecasting, API-Integration, Salesforce, Quickbooks, Xero, QA, Web-Services

### Systems Engineer

[CGI](https://himalayas.app/companies/cgi). Feb 2012 - Jun 2013

```text
Supported VPN, Citrix, and mobile email for Bell Canada, Bell Mobility, and Bell TV clients.
```

Skills: VPN, Citrix, Mobile-Email, Blackberry, Iphone, Android

### Service Support Representative

[Unisys](https://himalayas.app/companies/unisys). Jul 2010 - Feb 2012

```text
Managed service desk and major priority incidents, handling Active Directory, Outlook, and VPN issues. Mentored new agents and served as shift head.
```

Skills: Service-Desk, Incident-Management, Active-Directory, Outlook, VPN, Siebel, Service-Center-CRM

## Education

### Indian School of Management & Engineering

Bachelor of Computer Applications, Computer Applications. 2007 - 2010

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Bachelor of Computer Applications (BCA) from Indian School of Management & Engineering, completed in 2010.
```

### ITIL

ITIL V3 Certified, IT Service Management

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ITIL V3 certification.
```

### Microsoft

Microsoft Certified: Azure Fundamentals, Cloud Computing

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Microsoft Certified: Azure Fundamentals certification.
```

### Anthropic

AI Tools Workshop, Artificial Intelligence

```text
Completed AI Tools Workshop and Claude AI Workshop.
```

## Tech stack

- Xero
- Postman
- Salesforce
- Jira
- QuickBooks
- SQL
- Citrix
- Workato
- Android
- AWS

To contact Sunil, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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