Jan 2022 – Feb 2023 · 1 yr 1 mo

• Managing a team of Technical account managers assisting customers' technical requests and addressing all take care of technical issues.
• Build strong customer relationships, especially with key customer stakeholders and sponsors to maintain Customer satisfaction and ARR.
• Make sure all deliverables arrive in good order, on time, and fulfill customers' requirements as per the BRD and work in accordance with the Account management and strive to provide a quick resolution.
• Play an integral role in new business pitches and hold responsibility for the effective on-boarding of new clients.
• Develop a trusted advisory relationship with key accounts, customer stakeholders, and executive sponsors.
• Proactively assess, clarify, and validate customer needs on an ongoing basis and document them as SOW
• Work cross-functionally with business development, marketing, technology, and finance team to ensure the timely and successful delivery of solutions according to customer needs and objectives.
• Developed 25 member team of 5 members with skills like matrix analysis, and gap analysis, and develop a program for gap closure.
• Monitored day-to-day support activities, including daily roster management, and SLA management.
• Designed, developed, and implemented processes, and tools to enhance support functions including workflow and incident management from the beginning of the business.
• Driven an impressive journey of handling critical customer issues to resolution by leveraging cross-functional resources
• Proven track record of delivering results through people, business, and operations management.
• Most importantly, started an operations team that tracks, monitors, and reports about department operations, and closely handles critical customer accounts to develop a path to issue resolution.
• Played a role of bridge between engineering, sales, and service organizations and directly with the customer base on critical escalations and call resolution.

Nov 2020 – Dec 2021 · 1 yr 1 mo

• De-materializing Professional Conferences and Meet-ups.
• Manage global team of customer success and support specialists with a portfolio (20-30 accounts) of strategic/enterprise customers and execute all the key objectives across the customer journey.
• Welcome and onboard Standard & Enterprise customers, partnering with them to create a successful Platform Offer with ongoing dedicated support and identify an opportunity to up-sell new services.
• Manage revenue through assisting the clients with technical dry-runs and preparing the customer for a successful project completion.
• Instigate the escalations team to maintain less than 2% of roadblocks for the customers by handling efficient communications & follow ups internally.
• Assist the team managers to maintain a consistent rate of FCR (First call resolution) through all channels and nothing goes unanswered.
• Built a support module to convert prospect to a client and help them with proactive and friendly, service offerings that results in CX retention.
• Connect Product vs customers through the feedback and prioritize the act accordingly to improve the product for a better reach in the market.
• Conduct a weekly cadence to cascade required product engineers to make Airmeet easier and seamless for our clients.
• Work with our sales and support team for optimal customer success by Identifying opportunities for networking, referrals and expansion.
• Conduct periodical performance review and cascade the feedback to build a constructive career opportunity for the team.
• Work towards a consistent result in CSAT, NPS and reduces escalations from the clients.

Jan 2020 – Aug 2020 · 7 mos · Bengaluru, Karnataka, India

• Monitored and managed daily product operations tasks for resulting in a better campaign performance.
• Acted as a sole POC for any new campaign set-up, handling technical gaps and co-ordinate with the engineering team in case of any configuration changes as per the Client requirement.
• Managed team KPIs for a better resource utilization and meet the performance metrics for yearly appraisals.
• Collaborated with cross functional teams within the organization to achieve desired KPI results.
• Lead, schedule, and coordinate daily work, meetings, and projects relevant to the team and unit.
• Provided feedback on an ongoing basis and coach junior staff on improving the productive deliverable.
• Make required strategic planning and decisions for regression fix.
• Head the drip email marketing and sales cadence strategy research for product development.
• Devised B2C and B2B integrated marketing campaigns with the aim to generate more leads.
• Lead the product & operations to build and manage a campaign specific content calendar for rapid and regular experimentation.
• Managed the procedure, implementation, tracking and measurement of marketing campaigns.
• Tracked the overall cost and revenue metrics per campaign. Optimize the campaign to maximize ROI.
• Validated and report the stake holders with campaign results and evaluation of campaign related KPIs.
• Trained the team to perform detailed campaign related research into the products, services, offerings and end customer persona.
• Reviewed and implemented process changes to drive operational excellence in launching as many experiments as possible for campaign optimization.

May 2019 – Jan 2020 · 8 mos

• Work closely with senior management to execute on the product strategy and prioritized product roadmap for targeted business segments.
• Own and execute collection, description, analysis, synthesis and prioritization of new product functionality, providing recommended action to management within the confines of product management process.
• Work closely with the engineering teams and other PMs helping scope, plan, and execute on planned product commitments, new product capabilities and services.
• Analyze and manage key performance metrics for usability, performance, reliability, and scalability continually looking for opportunities.
• Engage internal and external stakeholders to review and get back feedback on requirements, designs and finished features.
• Demonstrate product features, business challenges and solutions to internal and external stakeholders.
• Collaborated with team of 12 in the development of an Automation scripts to reduce man work.
• Assessed potential issues and recommended solutions that were within budget of the business.
• Promoted as Assistant manager within 24 months for an performance as Team leader of 12 L2 and L3 Engineers.
• Product Development: Worked on scalability and optimization of production environment.
• Coordinated weekly team meetings as module lead, resulting in improved communications and better overall work relationships among project personnel.
• Strategic Planning: Designed IT support strategy that clearly defined workflow between external clients, application teams, and infrastructure team.
• Designed clear, concise, and understandable courses that were utilized by trainers throughout the company in office locations worldwide.

Jul 2017 – May 2019 · 1 yr 10 mos

• Recruited, interviewed and hired individuals which would add value to team while bringing wealth of experience.
• Handled customer service by dealing with complaints, organizing stock and answering customer questions.
• Monitored employee performance and developed improvement plans.
• Supported staff development and goal attainment by focusing on skill development and job satisfaction.
• Established and optimized schedules to keep coverage and service in line with forecasted demands.
• Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
• Helped with planning schedules and delegating assignments to meet coverage and service demands.
• Trained team members in successful strategies to meet operational and sales targets.
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
• Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
• Implemented Automation programs for repetitive tasks, achieving 100 % result.
• Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
• Submitted reports to senior management to aid in business decision-making and planning.

Dec 2016 – Jul 2017 · 7 mos

• Created functional specification documents containing detailed use cases for internal and external consumption as well as work with other product managers and architects to finalize feature designs and reviews.
• Supported and maintained the process of translating functional requirements to user stories for use in Agile development.
• Coding skills across the entire stack – UI, Services and Data
• Beginner knowledge and familiarity with IaaS (AWS)
• Adopted industry best practices in all of your projects - TDD, CI/CD, Infrastructure as Code, linting
• Hands-On experience & knowledge of testing and testability to influence better software design, promote proper engineering practice and foster testability, accessibility, privacy and other advanced quality concepts across all Replicon products.
• Responsible for improving developer and automation engineering team’s test coverage
• Ensuring the code provided is tested at the appropriate level (unit test, integral/functional, UI) and perform test driven development.
• Successfully achieved clear, actionable bug reports, and worked closely with engineering teams to ensure quick turnaround on fixes. Invested ideas to achieve a fast-paced, agile environment with weekly sprints.

Jan 2014 – Dec 2016 · 2 yrs 11 mos

• Achieved and maintained the NPS Scores at 85%~ by providing pleasant and professional customer service with highest in the class of technical support.
• Helped the team to achieve revenue from the current and potential customers as a part of ROI exercise.
• Managed to educate the team and new hires with the concept of Replicons product suite and related environment virtual and physical trainings.
• Applying technology (Python, SQL) in multiple ways to configure the product and helping the customer implement Replicon’s products
• Solid understanding of products limits and suggesting ways of improving the product.
• Use AWS knowledge to educate the customer about the GDPR and other concepts for data compliance and transport methodology.

Sep 2010 – May 2013 · 2 yrs 8 mos · Bengaluru, Karnataka, India

• Serve as technical pre-sales consultant by understanding the client needs, goals, and gathering client requirements
• Addressing client needs with scalable solutions using product offerings
• Ensure quality of service and quick resolution to all production problems across product suite
• Respond to production support tickets from multiple domestic and international teams
• Set prioritize issues and troubleshoot them independently while coordinating with Management, Business, Product, and Engineering teams
• Collect and document customer requirements and develop use-cases for the Product Management team
• Conduct market research and contribute to go-to-market strategy and tactics for the Product Marketing team
• Identify areas of automation and create tools for team's efficiency improvements
• Closely work with client services team to ensure comprehensive account
• Transitions and integrations of the new hire.
• Travel as and when required to support sales teams
• Work as a subject matter expert in product offerings and be able to explain all technical aspects of products to internal and external stakeholders.

Jul 2008 – Sep 2010 · 2 yrs 2 mos · Bengaluru, Karnataka, India

• A successful IT Support Technician with highly customer focused and motivated by team success.
• An innovative, energetic and adapt to processes and procedures quickly while dealing with a high volume of requests.
• A committed, flexible and have demonstrated ability to maintain high levels of productivity with minimal supervision.
• Provided remote support for desktops, laptops, printers, peripherals and other computer related devices, ensured proper documentation, notification, escalation, tracking, and follow up of all incidents.
• Key areas were to Troubleshoot and resolve system hardware and software problems and additionally have participated in monitoring and maintenance of system key process improvements