Prakash Shunmuga Sundaram

Director of Engineering

Canada11 yrs 7 mos experience

Highly StableAI Enabled

Key Highlights

18 years of experience in technical services leadership.
Expert in driving operational improvements and customer satisfaction.
Skilled in bridging technology and human outcomes.

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

Contact

Skills

Core Skills

Technical ServicesCustomer ExperienceOperational ExcellencePost-sales SupportCustomer RetentionSales EnablementTechnical SupportCustomer Onboarding

Other Skills

Team LeadershipZoho CRMService DeliveryWorkflow AutomationProcess DesignRelationship BuildingCustomer SatisfactionTeam DevelopmentPre-Sales SupportTechnical ConsultingWritingStrategic InitiativesCustomer EngagementArtificial Intelligence (AI)Cross-functional Collaborations

About

18 years ago, I joined Zoho as a support engineer. I had no idea it would become the foundation of everything I know about technology, people, and building things that last. Today I lead Technical Services for Zoho Canada — but my real work is at the intersection of technology and human outcomes. Helping businesses cut through complexity. Helping teams grow into their potential. Helping leaders make smarter decisions with the tools they already have. We're living through one of the fastest technological shifts in history. AI isn't coming — it's here, and it's changing what's possible for businesses of every size. I've made it my business to stay ahead of that curve, so the people I work with don't get left behind. I'm also a photographer, a Tamil poet, and a short film editor. I believe the best technologists are also creative thinkers — and I try to live that every day. Let's connect if you're building something, navigating something, or just curious about where technology is taking us next.

Experience

11 yrs 7 mos

Total Experience

11 yrs 7 mos

Average Tenure

Current Experience

Zoho canada

Director Of Technical Services

Nov 2019 – Present · 6 yrs 7 mos · Ontario, Canada

Lead Technical Services for Zoho's Canada region, managing the full customer lifecycle across Pre-Sales, Onboarding, and Post-Sales functions
Oversee a hybrid regional team, working in close collaboration with Zoho's central team in India to ensure consistent, high-quality service delivery
Serve as a senior technical resource for Zoho CRM and Zoho One, guiding clients through complex implementations and platform adoption
Bridge professional services and customer support to deliver a seamless, end-to-end experience for Canadian clients
Drive operational improvements through process design and workflow automation, with hands-on development in Zoho Creator where needed
Partner with cross-functional teams to improve scalability, service quality, and customer outcomes across the region

Team LeadershipZoho CRMTechnical ServicesCustomer Experience

Zoho corporation

2 roles

Technical and Customer Support Manager

Promoted

Apr 2013 – Oct 2019 · 6 yrs 6 mos

Grew from Team Leader to Manager overseeing 150+ people across multiple support teams, responsible for post-sales support, onboarding, data migration, and customer retention for Zoho CRM, Zoho CRM Plus, Zoho Desk, Zoho Bigin, and Zoho One.
Built and scaled high-performing support teams from the ground up — hiring, mentoring, and developing talent across email, chat, and phone channels at one of India's fastest-growing SaaS companies.
When response times slipped and overdue tickets piled up, I didn't escalate — I sat down and personally closed 75 tickets a day for a week to clear the backlog alongside my team. More importantly, I used it as a coaching moment: I challenged my team to treat every ticket not as a task to close, but as an opportunity to learn a new use case. Productivity improved across all support channels as a result.
Expanded scope progressively to cover pre-sales technical consulting — conducting product demos, advising customers evaluating Zoho CRM, and bridging the gap between sales and support to improve conversion and retention outcomes.

Relationship BuildingCustomer SatisfactionPost-Sales SupportCustomer Retention

Technical Support Engineer

Mar 2008 – Apr 2013 · 5 yrs 1 mo

Joined Zoho as one of the early technical support engineers for Zoho CRM, handling customer queries across email and phone. Rapidly expanded scope to include live product demonstrations and end-to-end data migration for customers onboarding onto the platform.
Promoted to Team Leader within this period, managing a team of 10 engineers — marking the beginning of a leadership journey that would span the next 18+ years.

WritingStrategic InitiativesTechnical SupportCustomer Onboarding