Soujanya Kota

Associate Partner

Bengaluru, Karnataka, India20 yrs 8 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 20 years of experience in customer and technical support.
Led a global team of 45 engineers delivering 24/7 support.
Achieved consistent customer satisfaction scores above 9/10.

Stackforce AI infers this person is a seasoned leader in global customer support and technical operations.

Contact

Skills

Core Skills

Customer Support ManagementLeadership

Other Skills

Agile MethodologiesAgile Project ManagementApplication SupportApplication Support ManagerBusiness AnalysisCommunicationCustomer Escalation ManagementCustomer SupportCustomer Support ManagerCustomer-focused ServiceData EngineeringData WarehousingDataStageEscalations ManagementGlobal Delivery

About

With over 20 years of experience across Customer Support, Technical Support, Consulting Delivery, IT Development, and Program/Project Management, I bring a well-rounded and strategic perspective to solving business and customer challenges. I currently lead a high-performing global team of 45 engineers and 6 managers across APAC, EMEA, NAMER, and LATAM, delivering 24/7 support for data engineering and telecom domain products. Known for championing best practices, building people-centric cultures, and fostering customer-first mindsets, I thrive in high-pressure environments while driving operational excellence and simplifying complexity. My approach is grounded in empathy, clarity, and strong communication — ensuring teams and customers feel supported and empowered every step of the way.

Experience

Twilio

Global Leader | Senior Manager, Technical Support

Aug 2021 – Present · 4 yrs 7 mos · Bengaluru, Karnataka, India

Cgi

Manager Consulting Delivery

Jul 2010 – Aug 2021 · 11 yrs 1 mo · Bengaluru, India

Managing a portfolio of 7 products with 30 engineers for all customer support issues
Achieved consistent cSAT score > 9/10 through out
Handling the escalations with effective resolutions in timely manner
Mentoring the team members for better career growth through regular feedback & guidance
Encourage the performers by right performance appraisals
Working closely with organisational leadership on strategic direction of operations.
Closely collaborating with other teams for better practices
Providing leadership and support for Operations.
Delivering a comprehensive service to enquiring customers
Communicating with internal teams to discuss the goals