Rajasekhar (Raj) M

Operations Associate

Hyderabad, Telangana, India20 yrs 4 mos experience

Key Highlights

Led teams to maintain customer satisfaction above 95%
Expert in customer relationship management and operations
Strong focus on coaching and mentoring diverse teams

Stackforce AI infers this person is a SaaS Customer Support Leader with extensive experience in technical support and team management.

Contact

Skills

Core Skills

Customer SupportTechnical Support

Other Skills

TeamworkConvincing PeopleSplunkTroubleshootingIncident ManagementTeam LeadershipSupport EngineersCommunicationOperationsSoftware as a Service (SaaS)Analytical SkillsCustomer-Focused ServiceCustomer EngagementCustomer SatisfactionService Levels

About

Leading a dedicated team at ServiceNow, my focus revolves around maintaining customer satisfaction rates above 95% and fostering a culture of excellence among a diverse group of cloud specialists. With a steadfast commitment to organizational goals, our collective efforts have consistently exceeded expectations through strategic goal setting and meticulous execution. My expertise in operations and customer relationship management has resulted in effective cross-collaboration with Engineering, Product, and Go-to-Market teams, contributing to a unified approach to customer advocacy and churn reduction. In alignment with ServiceNow mission, I am driven to turn challenges into triumphs, ensuring every customer interaction culminates in a positive outcome.

Experience

20 yrs 4 mos

Total Experience

2 yrs 3 mos

Average Tenure

1 yr 8 mos

Current Experience

Servicenow

Senior Manager - Technical Support Management

Sep 2024 – Present · 1 yr 8 mos · Hyderabad, Telangana, India · Hybrid

Career break

Personal goal pursuit

Apr 2024 – Aug 2024 · 4 mos

Confluent

Senior Manager Customer Support

Jun 2022 – Mar 2024 · 1 yr 9 mos · Remote

Manage a team of cloud specialists located across multiple geographies (8-10 members in different time zones)
Coaching, mentoring, people development with guidance to succeed with Individual development plans for direct reports
In alignment with Global OKR, setting team goals with a constant eye towards achieving them and exceeding sequentially
Consistent focus on CSAT and keeping them above 95%. As a customer advocate looking to fill any gaps along the way
Customer escalation management, reduce churn & minimize friction, turn to happy in every possible scenario
Collaborate with different teams in org like Engineering, Product management, Account Management, Sales & Go-to-Market/Marketing etc
Hiring strategies, on boarding and merging with existing team
End to end support operations like coverage, shift planning, staffing, process creation & training schedules for teams

TeamworkConvincing PeopleSplunkTroubleshootingIncident ManagementTechnical Support+23

Infor

Senior Technical Support Manager

Sep 2016 – May 2022 · 5 yrs 8 mos · Hyderabad, Telangana, India · Hybrid

Birst™ (an Infor company) is the leader in business analytics. We are a cloud born enterprise caliber BI company, offering a single place to manage all of organization’s business analytics and the agility to answer questions spanning departments, data sources, and deployments—across both public and private clouds. Birst gives users the fastest way to answer their most pressing business questions.
Coaching, mentoring and people development (25 engineers team)
Driving teams across geographies with an eye towards org strategies
Building support processes & evaluating the outcomes
Consistent focus on CSAT scores in keeping them above 90%
Customer escalation management and enabling success
Performance reviews for engineers and guidance to succeed
Knowledge base creation for case deflection & self-service for customers
Hiring & on-boarding new team members, and merging them with existing team
Managing external vendors for service delivery as per SLA's
Budgeting & HC forecasting along with building Support strategy

TeamworkConvincing PeopleSplunkTroubleshootingIncident ManagementTechnical Support+24

Kpit

SAP Support Team Manager

Oct 2012 – Aug 2016 · 3 yrs 10 mos · Pune District, Maharashtra, India · On-site

SAP BO
Coaching, mentoring and people development
Strategic and goal planning for Project
Ensure Project KPI' s are satisfied
Project management and staffing
Customer escalation management

TeamworkConvincing PeopleTroubleshootingIncident ManagementTechnical SupportSupport Engineers+20

Goldstone technologies

SAP Support Team Manager

Apr 2011 – Sep 2012 · 1 yr 5 mos · Greater Hyderabad Area · On-site

SAP BO & SAP BPC & EPM
Coaching, mentoring and people development
Strategic and goal planning for Project
Ensure Project KPI' s are satisfied
Project management and staffing
Customer escalation management

TeamworkConvincing PeopleTroubleshootingIncident ManagementTechnical SupportSupport Engineers+20

It performs ltd

BI Support Consultant

Apr 2010 – Mar 2011 · 11 mos · West Midlands, England, United Kingdom · On-site

BODI & BODS

TeamworkConvincing PeopleTroubleshootingIncident ManagementTechnical SupportSupport Engineers+20

Goldstone technologies

Sr. Support Software Engineer

Mar 2006 – Jan 2010 · 3 yrs 10 mos · Greater Hyderabad Area · On-site

SAP Product support engineer

TeamworkTroubleshootingTechnical SupportCommunicationAnalytical SkillsCustomer-Focused Service+2

Trilogix software solutions

Oracle Developer

Apr 2005 – Mar 2006 · 11 mos · Greater Hyderabad Area · On-site

Oracle

TeamworkTroubleshootingTechnical SupportCommunicationAnalytical SkillsCustomer-Focused Service+2

Education

Indian Institute of Management Ahmedabad

Executive Education — Manager Effectiveness

Jan 2019 – Jan 2019

Osmania University

MS — Information Systems

Jan 2003 – Jan 2005

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