Mar 2019 – Sep 2021 · 2 yrs 6 mos · Bengaluru Area, India

• Spearheading delivery of Client Service excellence globally, effectively managing any risks and issues, and providing regular updates to clients on the progress of customer service projects and campaigns that directly affect each client.
• Continually aligning with sales and pre-sales teams to manage customer relationships, drive customer satisfaction and achieve business objectives.
• Establishing ROI positive relationships with executive sponsors and decision-makers post-tracking accounts to identify churn risk and proactively eliminating the risk.
• Executing risk assessment, anticipating challenges, and provide escalation management when necessary while collaborating and assisting with running sales cycles and assisted with up-sell, cross-sell, opportunities, renewals & account growth.
• Managing all post-sales activity for the North American region through strong customer relationship-building, product knowledge, planning, and execution and handling renewal discussion negotiations, prepared proposals, including renewal rate calculations and contract preparation.

Oct 2016 – Mar 2019 · 2 yrs 5 mos · Bengaluru Area, India

• Liaising with cross-functional teams including customer care, portal engineering, product management, professional services, contract management, and billing team to address delivery timelines, escalations, UI, billing, contract related issues.
• Increased customer retention by conducting regular check-in calls for tactical items and perform quarterly business reviews & health checks from a strategic perspective.
• Worked closely to ensure product adoption, customer priorities, and critical KPI’s are being met while managing successful customer trial programs with the sales team to analyze the results and provide input to the business case.

Jan 2015 – Sep 2016 · 1 yr 8 mos · Bangalore

• Managed a team of 90+ technical analysts while fulfilling the access requirement, incident management, problem management, and business continuity.
• Executed IT access services, critical service level (CSL), workflow management, client onboarding & offboarding, and generated reports based on case escalations and client satisfaction.
• Served as a Consultant for critical IT Solutions for service delivery focal point and drove Metrics Improvement and compliance on CSat, FTF All, AHT, Case logging, and prepared audit documents around ISO 20000 and ISO 27000.

Feb 2014 – Dec 2014 · 10 mos

• Led Process Improvement & Adherence and Process Standardization and analyzed reports, including process dashboards, team performance reports, initiating appropriate action plans, and training.
• Drove innovation and future technology adoptions in the area while working with a product management team, provide technical inputs towards Product Strategy and Roadmap throughout the lifecycle, and provided technical information and checkpoint reviews.
• Evangelized best practices across peers and nearby project teams and provided oversight and consultancy on design issues, performance related activities, complex bug fixes, critical escalations investigations.

Sep 2011 – Feb 2014 · 2 yrs 5 mos

• Collaborated with product marketing, tracking industry trends, and gathering customer feedback with the intent of driving those results into a superior comprehensive network architecture/product.
• Demonstrated strong domain expertise, business acumen, and experience involving cross-organizational interactions across Hardware, Software, Storage R&D teams, Sales teams, Architects.
• Developed architectures and methodologies for software systems design and development across multiple platforms and project activities in compliance with systems design, improving product quality and mitigate failure risk.