Pratibha Pandey

About

Enterprise customer success/program leader with experience at Booz Allen and Deloitte driving adoption and operational outcomes for large federal platforms. Known for data-driven VoC/usage analytics (10+ dashboards), cross-division change management (12+ divisions), and high-stakes incident leadership on platforms used by millions. Also partners with Sales on land-and-expand motions, including a DHS ServiceNow expansion built from documented customer pain points and a quantified business case.

Key Strengths

• Improved satisfaction from 65% to 90% and reduced response times to <24 hours across 12+ divisions
• Built 10+ real-time dashboards to track usage and satisfaction and drive data-informed decisions
• Drove cross-division workflow alignment by using data-led working sessions rather than top-down mandates
• Managed complex enterprise stakeholder environments (30+ cross-functional teams) on a $50M program
• Created prioritization framework to resolve sponsor vs. engineering delivery conflicts via explicit tradeoffs (cost/risk/options)
• Led structured production-incident response for a platform used by millions by separating engineering root-cause workstreams from external comms
• Translated support ticket patterns + adoption metrics into roadmap changes; reduced ticket volume ~50% for key workflows
• Identified expansion opportunity on DHS ServiceNow engagement and built a business case that led to contract expansion (resource management workstream)

Reference Highlights

• Accelerated onboarding ramp-up by 200% (3 months to 3–4 weeks)
• Strong ownership of closeout deliverables at contract end
• High-quality client delivery
• Technical depth
• Diplomatic and empathetic with competing stakeholders
• Crisp, clear messaging
• Effective at leading weekly performance engineering reports to senior stakeholders
• Able to translate complex technical concepts into business outcomes and risks
• Strong cross-functional coordination across many technical groups
• Provides concrete data points for go/no-go decisions
• Consistently timely delivery of releases (via roadmap incorporation)
• Operationally minded; keeps playbooks ready that add business value
• Streamlines processes and increases operational efficiency
• Thorough risk documentation
• Holistic thinking in ambiguous situations
• Creative mechanisms to deliver customer value

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