Jul 2023 – Aug 2024 · 1 yr 1 mo · Bengaluru, Karnataka, India · Remote

• Hubstream is the world's leading Investigation Operating System. Hubstream software manages hundreds of thousands of investigative leads and cases for federal governments and private companies. Our tools effectively separate low and high value cases, and build intelligence databases that help resolve future reports.
• Many of the most critical cases lead to arrests, rescues, web site takedowns, and publication of high-profile investigative reports.
• As a Senior Customer Success Manager, I own value delivery for a portfolio of our complex high-touch enterprise customers including worldwide federal government clients and Fortune 500 corporations.
• Manage Hubstream's participation in large, complex projects
• Coordinate the creation and delivery of new value for customers
• Understand and abstract delivered customer value to create reusable intellectual property and marketing materials (community templates, documentation, video presentations, etc.)
• Measure and report on customer health including uptake of new value
• Represent customer objectives at regular internal and external stakeholder meetings
• Monitor support issue submissions and coordinate the
• Hubstream response
• Execute remote support run books (collect logs, check
• configuration, etc.) to provide diagnostic information to our development team
• Create and lead communications and training plans
• Conduct software and customization release testing using customer personas

Sep 2022 – Jul 2023 · 10 mos · Bengaluru, Karnataka, India · Remote

Feb 2020 – Apr 2022 · 2 yrs 2 mos · Singapore

• Joined as the first CSM for the region, and helped to define processes, and nurture account growth and retention.
• Consistently met or exceeded retention and upsell quota quarter-on-quarter.
• Managed some of the largest customers within the APAC region as a direct field CSM, responsible for renewals, retention, adoption, etc.
• Book of business: $8 Million ARR

Jul 2018 – Dec 2019 · 1 yr 5 mos · Bengaluru Area, India

• Be the key advocate for our Customers on behalf of Zscaler with a focus on increasing adoption, ensuring retention and satisfaction.
• Work with customers as an integral part of the end-to-end engagement with focus on maximising customer value realisation by various customer engagement methodologies.
• Work closely with Sales teams to help transition the account from Pre-Sales to the Customer Success Management program and identify expansion opportunities.
• Interact with CISO/CIO/Director/Manager Level stakeholders and Engineers to drive value realisation from Zscaler.
• Deliver technical product presentations either via web or onsite to reinforce the value of Zscaler service, to help them better understand and utilise the full features and capabilities of the services they have purchased.
• Demonstrate fundamental understanding of Zscaler technology and articulate advantages of our solution against competitors.
• Consistently meet and exceed daily and weekly call goals for providing touch points for existing customers
• Understand customer pain points and help drive escalations by coordinating between Product Management, Support groups and other cross teams.

Apr 2017 – Apr 2018 · 1 yr

• Consult with business community to identify client needs and develop business solutions to improve customer service in Office 365 and Azure. Managed end-to-end delivery of IT services (end user support, coach and mentor delivery team, and incident/risk management) to clients at Microsoft following ITIL and Project Management best practices. Liaison to end users and stakeholders for business issues to ensure quality of services and support.
• Experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organization.
• Analyzed metrics for service requests and incidents to identify problem trends and adjusted training/support of technical staff accordingly, meeting 100% of service level agreement (SLA) compliance.
• Identify incident trends (by customers) and help customers with root-cause analysis of these trends as based on required access to tools, reports, and teams.
• Help drive improved support CPE for customers using Windows Azure and Office 365
• Conduct initial customer onboarding session to clarify how to get the most out of their Professional Direct services purchase, along with helpful Azure onboarding self-service resources.
• Serve as the primary contact for Professional Direct for Azure customers with reactive support escalations, providing local business hours escalation assistance, advocacy, and support (NOAM, LATAM, EMEA and APAC).
• Quickly develop client relationships and trust and ensure client/partner expectations are being set and met/exceeded.
• Work in collaboration with multiple Microsoft teams including Azure Support, Depth Queues, Operations, Engineering, and Commerce/Billing to drive resolution of escalated tickets.
• Communicate escalation findings clearly and confidently to executive levels within the customer and within Microsoft.

Apr 2015 – Apr 2017 · 2 yrs

• Assisting Microsoft’s clients and customers with billing and subscription management issues related to Microsoft Azure Platform services, technologies, offerings, and the Azure billing platform.
• Resolve issues directly interacting with customers through telephone, email, and chat services.
• Provide end customers and clients with recommendations on the Azure Platform, with respect to cost, performance, architecture, memory management.
• Assisted customers with reaching out the appropriate support teams and collaborating with them.
• Worked with clients and partners during outages, service updates/patches and other business-critical solutions and handling any arising escalations.
• Manage all incidents ranging from low to high severity and provide escalation management to clients and end customers. Conducted timely reviews with clients, to discuss and help enable them to increase their exposure to the cloud.
• Understand customer’s cloud deployment needs, current cloud and on-premise architecture and deployments, and aid with any implementation wherever possible, and to otherwise involve the necessary support functions from within Microsoft’s teams.

Jan 2012 – Dec 2013 · 1 yr 11 mos · Bengaluru Area, India

• Assist clients with software technical support across all pc related issues, via phone and remote-control technology.
• Provide technical support on windows pcs, Mac Desktops and Laptops, iOS devices like iPods, iPads, and iPhones, and all other peripherals attached to pcs and Macs.
• Ensure that targets assigned by client are met/ exceeded in terms of average issue handling time and customer satisfaction for support provided.
• Troubleshooting on Email clients, various kinds of basic as well as professional software, Installation and configuration issues, slow performance issues, windows re-installation, performance monitoring, diagnostics and de-bugging, troubleshooting on various Virtualization software like Parallel installation of windows OS on Apple computers, running multiple OS on windows pcs using VM Ware virtual machines.
• Troubleshooting various system issues like slow performance, OS and software issues, memory management using various tools to analyze system health with respect to performance and speed.
• Work with customers running multiple systems on either Windows or Mac OS, including syncing between these and other mobile devices.
• Assist customers with issues ranging from syncing music to establishing multiplayer connectivity for games via LAN and hosting servers.
• Ensure that customers are always updating their devices by running regular Windows, Android and iOS updates.