Rajesh Madhawarayan

Rajesh has more than 25 years of experience in customer relationship management (CRM) technologies, with deep expertise in technical and advisory consulting, product management, and product engineering.

Embracing innovative CRM technologies and AI-driven solutions is crucial for organizations to stay competitive, enhance customer experiences, and drive sustainable growth in an increasingly digital world.”

About Rajesh

Rajesh leads digital transformations for large enterprises and small- and medium-sized businesses in regulated industries such as healthcare, banking, financial services, and insurance. He has built CRM products and currently delivers global implementations for clients in North America, Asia-Pacific, Europe, and the Middle East, managing geographically distributed, cross-functional service delivery and product teams.

Rajesh provides architect leadership, preparing reference architectures and guiding domain owners across different healthcare and life sciences functional, technical, and integration architecture domains. These include care management, social determinants of health, appointment scheduling, HIPAA, data privacy, Security Assertion Markup Language (SAML), open authorization (OAuth), Salesforce.org architecture/tenancy, and computer telephony integration (CTI). He also leads integrations with Centers for Medicare and Medicaid Services (CMS), Health Level Seven (HL7), health information exchange (HIE) systems, artificial intelligence and machine learning, and payment gateway and credit report services.

Rajesh’s signature engagements include:

• Acting as a technology strategy adviser for a large health insurance payor— presenting a road map and overseeing one of Salesforce's first implementations of Health Cloud for payors; transforming the client's service, sales, and marketing functions; and serving half a million active members across Medicaid, Medicare, administrative services only (ASO), and commercial plans.
• Leading the transformation of the customer service operation at a large U.S. satellite TV provider, with 20,000 agents responsible for selling bundles and packages to business-to-business (B2B) and business-to-consumer (B2C) customers, resulting in a reduction in the average call handle time from 12 minutes to under five minutes.
• Leading an implementation team at a global medical device manufacturer that built pricing rules in Salesforce to support payors (e.g., commercial plans, Medicare in the U.S., single-payor systems in Europe and Australia) and different purchasing entities, such as group purchasing organizations (GPOs) and integrated delivery networks (IDNs). He oversaw the rollout of a chatbot for troubleshooting issues with a spinal cord stimulation device and the transformation of patient relationship management processes, using Health Cloud for therapy support, prior authorization, therapy optimization services, sales, marketing, and provider service functions.
• Serving as an advisory architect to the chief information officer (CIO) and head of sales operations at a top three data storage company, providing guidance on optimizations to Salesforce.org, with 5,000 users spanning partner relationship management, territory management, mobile strategy, and release management. This engagement resulted in harmonized sales processes across partner-led and direct sales channels in multiple geographies, providing better pipeline forecasting.

Prior to joining Huron, Rajesh served as the enterprise solutions chief technology officer at Mphasis Silverline, where he led design review committees and oversaw the relationship with key technology partners such as Salesforce, Cerner, Redox, and Change Healthcare. He held various CRM architecture leadership positions at Silverline, Cloud62 (acquired by Huron), and Salesforce, where he was a member of the certified technical architect review board.

Rajesh earned a bachelor’s degree in mechanical engineering from the National Institute of Technology in India and holds a certificate in business administration from UC Berkeley Extension. He also holds 20 certifications in Salesforce and related analytics, data, and contact center technologies.