Manager - Presales and Technical Account

• Sep 2022 - Present

Developed comprehensive project status reports and presented regular updates to project stakeholders, keeping them informed of project progress, issues, and risks. • Conducted extensive user research and testing to gather valuable feedback and insights, improving project deliverables and enhancing the user experience. • Conducted detailed requirements gathering sessions with business stakeholders, defining project scope and objectives, and ensuring alignment with business needs and goals. • Developed thorough functional and technical specifications, including use cases, and user stories, which effectively communicated project requirements to development teams. • Conducted in-depth data analysis and modeling, identifying critical trends, patterns, and insights to drive business value and inform strategic decisions. • Worked collaboratively with developers and QA teams, ensuring that the project requirements were accurately translated into technical solutions and that all project deliverables met or exceeded stakeholder expectations. • Attending pre-sales calls along with the sales team to understand the business needs of the prospects and solution the product to tailor fit the use case. • Hosting monthly, and quarterly business reviews to dwell down on data over the quarter to project the month-on-month growth also adding value to the partnership with the clients and building the strategic work items on a quarterly basis. • Responsible for handling the product roadmap/backlog by liaising with different stakeholders such as engineering, and sales. • Responsible for handling a team of Sr Technical Associates handling individual accounts and also grooming & mentoring them on the basis of their performance and industry best standards. Show less

Technical Account Manager

• Feb 2021 - Aug 2022

- Build, maintain, and grow client engagement to maximize customer journey and be their trusted Technical Account Manager, -Provide pre and post-sales technical assistance and become a Subject Matter Expert to support clients in their technological choice -Stakeholder management with effective communication to ensure projects are delivered with maximum efficiency. -Educating the client about the best practices and recommendations to ensure they leverage the maximum out of the product and add more value to the partnership. -Creation and updating of both internal and external knowledge base documents. -Ensure the long-term and short-term strategic goals are in place. -Liaise with the Product, Analytics, Quality, and other teams to meet client’s needs - Identify ways to improve the operational effectiveness of current processes and propose solutions to elevate efficiency. -Gather requirements from clients to initiate active work streams and follow them through to completion. -Initiate, Plan and Execute Business activities on Projects adhering to the deadlines -Hosting monthly QBRs & strategic business reviews -Work as a single point of contact between the customer and the internal teams such as engineering, product and sales to act as a voice of the customer and make sure the projects & deliverables are met on time -Drive quarter-on-quarter growth for the accounts to make sure there is a successful partnership in place. Show less

API Product Specialist

• Jun 2020 - Feb 2021

*Pre-sales calls/support for the API prospects along with the sales team tosuggest a viable solution for the API integration* End to end support for all API customers while making sure the SLA agreements are met properly* Reporting and coaching L1 team members making sure the quality of support is maintained *Building up monthly reports and sharing continued feedback with the leadership team to improve the entire support process*Debugging customer issues*Working as a single point of contact between multifunctional teams *Knowledge Management *Maintaining and updating all knowledge based articles for support *Cross functional collaboration with multiple stakeholders* Handle the account management activities forall API customers * Helping clients through their onboarding, training, transition and then going into BAU to provide a great customer experience * Drive adoption for the product through periodic training session with the clients* QBR(quarterly business review) calls to address their pain points * Working closely with the Sales team, Marketing team, Engineering team and Customer Success team * Creating the an insightful Voice of Customer report on a monthly basis * Doing billing for all the API accounts on a monthly basis * Helping to update and add value to the product roadmap * Working closely with customer success team to build the success stories/demo videos forAPI client base.*Creating and maintaining overall client repository which includes billing structure, use-case andrunning meeting notes.* Sending periodic communication to the clients regarding latest feature release, informingthem about scheduled downtime and similar organisational communication* Working closely with the product team and act as an advocate for the clients to voice out feature requests and making sure they are logged and being tracked with periodic updates from the product team. Show less

Senior Product Engineer

• May 2019 - Jun 2020

* Serve as the first escalation point for technical issues which involve some engineering and QA experience.* Resolve L3 tickets and above - which requires knowledge of SQL and backend code logic.* Work on troubleshooting customer issues, checking of error logs.* Maintain all documentation, tutorials, and Help Center resources to increase customer education.* Manage customer expectations regarding issue resolution time and feature delivery.* Identify sales/upsell opportunities through support interactions.* Identify power users to generate testimonials and referrals via positive feedback.* Creating and Implementation of support strategy for the optimum results.* Providing feedback and coaching to the support agents to improve their performance to accomplish the OKR’s for the team.* Reporting on tools like JIRA,Excel* Working on tools like MySql,Freshdesk,Jenkins,POSTMAN,Slack* Working as a single point of contact between multifunctional teams and the client to facilitate seamless resolution without any hassle. Show less

Senior Product Support Engineer

• Feb 2017 - Apr 2019

As Senior Product Support Engineer is responsible for the following: • Working to provide world class customer support which includes solving critical issues with quick turnaround time via email or call *Sound experience on working on AWS, EC2,ELB,EBS and other modules of Amazon web services along with creating a solution with the entire AWS service * Develop and work with Support Engineers to communicate action plans, progress and updates to internal stakeholders * Setting expectations with the Engineers of the priority and expectations of managing escalated support tickets. * In-depth Root cause analysis and troubleshooting skills to resolve problems for smooth workflow of the product. * Good judgement in raising new feature requests /bugs / enhancements to the Product development team while ensuring timely follow-ups and escalations where needed. * Great experience on Ticketing System and Bug tracking system. (Zendesk and JIRA, Salesforce, service now) * Strong written and verbal communication skills with an end goal to delight customers by solving their issues quickly and accurately. * Ensure escalated tickets are captured, reviewed, and followed-up on same day. * For Premier or high profile customers, provide a smooth transition of all escalated tickets that Follow-The-Sun SLA services is required and acknowledgement within Service Level Goals. * During an outage, expected to manage the Critical Incident Communication * Engage the Shift Lead/Manager for available of Engineers to handle escalations. * Analyze ticket trends and provide Predictive analysis * Versatile in creating documentation involving process and solution of various issues which helps new hires and L1 team to solve issues quick and accurate. * Setting expectations with customers in resource crunch situations for delayed callbacks. * Maintain SAS (Shift Allocation Sheet), which will be shared with the other DMs to distribute the tickets as per Round Robin / Skill / Cloud. Show less

Service Desk Analyst

• May 2016 - Feb 2017

 As a Senior Process Associate I was involved in coordinating and tracking all incidents from Inception to Resolution within SLA timelines.  Act as primary contact for all outages reported, coordinate with support teams or vendors till issue resolved.  Have initiated and tracked changes till resolution.  Training the new team members in process and guiding them in all process related issues.  Created MIR (Major Incident Report) which has complete details of particular Major Incident from start to close with technical actions that was taken to resolve the issue.  I have also been involved in providing process overview to new vendors during floor walk.  Planning Weekly schedule for the entire team Coordinating Incident with support teams and vendors Updating process knowledge map on regular basis which helps the team and the business. Working for a service desk where needed to prioritize the importance of cases as per the given timeframe. Delegate the cases to different teams when out of scope for the desk and following up with the respective team for the resolution. Show less

Senior Process Executive

• Jan 2015 - Feb 2016

About The Work Done: WORK PROFILE Digital Marketing Executive Google AdWords : Search Network: PPC Campaign, Keywords optimization, quality score. Ad Rank, DKI Ads, Dynamic Search Ads. Display Network: Audience Targeting, Dynamic Display Ads. Remarketing Campaign: Remarketing List, Dynamic remarketing, RLSA. Shopping (PLA Ads): Merchant Center and Data feed. Video Campaign: You Tube True view in-stream and in-display Ads. Mobile Ads: Running marketing campaigns for mobiles and tablets. App campaigns: Creating Search, Display and Universal App Campaigns. GSP Ads(Gmail Ads): Gmail Sponsored Promotions for email marketing. Google Analytics : Google Analytics reporting and analysis for various advertising clients. Creating Goals Funnels and attribution. Marketing Role : Analyzing business performance and making strategies for the digital success. Web traffic analysis using Google analytics, applying goals and optimize accordingly. Use of Google Webmaster (Search Console) and Google Tag Manager. Suggesting interactive strategic digital marketing plan. Creating awareness about the company's brand using Adwords and Analytics Assuring proper implementation of different digital marketing tools. Keywords and search queries analysis and research. Analyzing and checking the success of the digital marketing techniques used. Providing online help to the clients to achieve success. Key Skills: Strong analytical and problem solving skills. Customer oriented and Business savvy. Strong interpersonal and presentation skills. Trainings / Certifications: Google Adwords Certification. Google Analytics advance Certification Show less

Associate

• Aug 2013 - Aug 2014