Siddharth Popli

Product Manager

Bengaluru, Karnataka, India20 yrs 5 mos experience

Key Highlights

20+ years of experience in team management.
Improved CSAT by 6% through strategic initiatives.
Expert in building high-performance support teams.

Stackforce AI infers this person is a SaaS expert with a strong focus on technical support and customer experience.

Contact

Skills

Core Skills

Technical SupportCustomer ExperienceService DeliveryVendor ManagementProgram ManagementSupport Readiness

Other Skills

Customer Health ScoreKPI TrackingContinuous ImprovementCollaborationCustomer SuccessBudget ManagementSLA ManagementAnalyticsProduct RequirementsProduct DeliveryRisk ManagementSoftware Development LifecycleNew Product IntroductionCross-Functional LeadershipProduct Support Roadmap

About

Solutions-driven leader with 20+ years of experience in managing complex, value-adding teams. Bringing in a unique blend of technical and management skills in conceptualizing and executing program/product vision from start to finish while adapting to changes and shifting priorities, leveraging experiences of pre- and post-GA work ● Building high performance teams and implementing continuous improvement programs in Product Support teams (On-prem and SaaS) ● Improving Customer Experience through strategic and operational engagements in high-volume, complex businesses ● Possess long track record of ensuring the day-to-day operation of a business is run smoothly ● Working on practical strategies for operational excellence, leading to an improvement of the CSAT by 6% and reduction of escalations from 7% to a steady rate of under 3% ● Established and led a strong management team; invested in fostering a culture of transparency and excellence in execution

Experience

20 yrs 5 mos

Total Experience

3 yrs 9 mos

Average Tenure

1 yr 6 mos

Current Experience

Eightfold

Senior Manager

Nov 2024 – Present · 1 yr 6 mos

Leading a high-performing team of 40 Technical
Support Engineers (APAC+EMEA) and Product
Solution Experts (all-geos), delivering support for global, enterprise customers
● Designing and implementing scalable support
processes and workflows to improve response and resolution times
● Established a program to drive and enhance
‘Customer Health Score’ for 5 high-priority accounts; partnering with sales and customer success teams to manage the lifecycle of nominated accounts, including onboarding, improvement planning, and successful graduation
● Driving NPS and CSAT improvement via a Detractor Close-Loop initiative; collaborating with Product teams to drive customer experience improvements and faster value realization
● Own the support operations strategy, including KPI tracking, reporting, and continuous improvement initiatives
● Hiring, training, and mentoring support staff, fostering a culture of accountability, growth and
customer centricity

Technical SupportCustomer Health ScoreKPI TrackingContinuous ImprovementCustomer Experience

Vmware

Senior Manager, Technical Support

Apr 2023 – Jun 2024 · 1 yr 2 mos

Set up teams for long term success to provide the highest level of support to VMware/Broadcom customers
Accountable for a team of 120 members, including Technical Support Engineers, Support Managers, Escalation Managers, and Quality Analysts, delivering 24x7 support for global, enterprise customers
Managing headcount-based and outcome-based service delivery models through partners, responsible for an annual budget of US$ 5M
Assessing partners' performance, setting goals/scorecard and managing SLAs & Risk/reward
Keeping oversight on partners' day to day operations (rhythm of business)
Working with internal domains to ensure that partner is always capable & ready to respond to business needs by maintaining highest level of support
Investigate new opportunities, leverage technology and process improvements to improve efficiency and effectiveness of partners' performance
Working with partners to maintain sufficient staffing to ensure Business Continuity
Ensuring compliance against the company standards/policies
Managing partners' Billing and Disbursements, including validating invoice data
Evaluating the current Vendor Management Program and identify ways to improve
Contract Set-up / Negotiation with the Vendor – New Contract / Renewals/Amendments

Service DeliveryVendor ManagementBudget ManagementSLA Management

Google

Supportability Program Lead

Jul 2022 – Apr 2023 · 9 mos · Bengaluru, Karnataka, India

Leading programs to improve customers' product and support experience, reducing their need for support for AI/ML products
Apply analytics to evaluate and develop recommendations; define, articulate and advise on product requirements
Driving efficiencies in delivering data and insights across different products and functional areas

Program ManagementAnalyticsProduct Requirements

Vmware

4 roles

Staff Technical Program Manager, SaaS Platform Program Office

Jan 2019 – Jun 2022 · 3 yrs 5 mos

On-prem and SaaS based product delivery, utilizing metrics to track and review release progress towards product objectives
Communicating and collaborating with the core team, stakeholders, and leadership, to shape and track program execution, while proactively identifying, articulating and resolving risks
Using the experience and leadership to shepherd the engineering team through the development process, ensuring quality and compliance is maintained
Providing guidance on software development lifecycle processes, promoting engineering, and process best practices within engineering teams
Defining architecture and functionality for new and existing systems used for software delivery at VMware

Product DeliveryRisk ManagementSoftware Development LifecycleProgram Management

Senior Support Readiness Manager

Promoted

Jul 2015 – Dec 2019 · 4 yrs 5 mos

Driving support readiness and supportability requirements with development teams
New Product Introduction with stakeholders to determine engagement and support model
M&A engagement to establish support and escalation processes
Quarterly Business Reviews with cross-functional leadership

Support ReadinessNew Product IntroductionCross-Functional Leadership

Support Readiness Manager

Apr 2012 – Jun 2015 · 3 yrs 2 mos

Engaging with BUs through Product development lifecycle to ensure usability and supportability requirements are built into product
Maintaining Product Support Roadmap
Program managing Beta launches

Product Support RoadmapBeta Launch ManagementSupport Readiness

Staff Technical Support Engineer

Jun 2008 – Apr 2012 · 3 yrs 10 mos

Supporting customers on VMware products and offerings, accessing account health and providing recommendations
Documenting known issues and best practices for internal and external customers

Customer SupportDocumentationTechnical Support

Hewlett packard

Technical Solution Consultant

Sep 2006 – Jun 2008 · 1 yr 9 mos

• Assisting installation, maintenance and troubleshooting Linux, HP-UX and VMware based mission-critical servers

InstallationTroubleshootingTechnical Support

Centre for development of advanced computing

Project Associate

May 2005 – Sep 2006 · 1 yr 4 mos · Mohali

Investigating attack methodologies, intrusion detection and information assurance
Statistical data analysis using network data and correlation analysis with system data

Intrusion DetectionStatistical Data Analysis