Chennai, Tamil Nadu, India
AI-driven Customer Success Leader with strong expertise in people management, project delivery, Technical Support & Services renewals, and high-stakes escalation management across fast-growing global teams. I bring deep operational experience spanning service delivery, product support, program management, and fraud investigation. I use data analytics, automation, and continuous improvement to strengthen support organizations and deliver predictable, high-quality customer experiences. Whether leading teams, driving renewals, resolving complex escalations, or uncovering fraud patterns, I focus on building scalable systems that boost product adoption, protect business outcomes, and eliminate operational friction. People Management & Leadership Development Manager-of-Managers Coaching SaaS Support Operations Escalation & Incident Management Customer Experience & Quality Frameworks KPI Governance & Performance Systems Global Support (NA, EMEA, APAC) Process Design & Operational Excellence Cross-Functional Influence (Product, Engg, CS) Training, Enablement & Onboarding Programs
Led Customer Support Solutions operations from Chennai, managing distributed support teams of 25 members in Chennai and 6 members in Bangalore, including Team Leads and Individual Contributors. Built and established the Bangalore support team within a short timeframe, driving hiring, onboarding, operational setup, and process alignment with the Chennai organization. Managed end-to-end support delivery for ZoomInfo platform products across Data Intelligence, Sales Engagement, Enrichment, and SaaS customer support functions. Oversaw daily support operations including queue management, workforce planning, escalations, SLA adherence, customer communications, and case resolution effectiveness. Partnered closely with Product, Engineering, Customer Success, Sales, and Renewals teams to resolve complex customer-impacting issues and improve customer experience. Established operational governance across Chennai and Bangalore teams through KPI reviews, coaching cadences, skip-level meetings, and performance management practices. Managed executive escalations and high-priority customer concerns with strong ownership, communication, and resolution management. Led hiring, mentoring, and development initiatives to strengthen technical capability, leadership readiness, and team performance. Built dashboards and reporting mechanisms to monitor support trends, productivity, SLA health, escalation patterns, and customer satisfaction metrics. Standardized support workflows, documentation, and operational processes across both locations to improve consistency and scalability.
Leadership Scope Lead global Technical Support Engineering teams supporting enterprise customers across NA & EMEA. Manage people managers, oversee escalations, and drive performance through process discipline and leadership development. Key Contributions: Strengthened global support operations with a focus on TTFR, TTR, escalations quality, backlog health, and CSAT. Developed support managers through structured coaching frameworks, KPI ownership, and calibration mechanisms. Partnered with Product/Engineering to drive bug prioritization, RCA quality, and data-driven escalation workflows. Implemented repeatable mechanisms that improved consistency, accuracy, and technical depth across teams. Led complex P1 incidents and improved incident response through clear communication, structured triage, and rapid cross-functional alignment.
Led multi-functional teams across Support Services, Service Renewals, and Customer Success Ops. Improved renewal forecasting accuracy and operational efficiency through data automation and KPI frameworks. Strengthened escalation handling, improving resolution quality and reducing leadership escalations. Delivered high-impact business transitions and product support scaling initiatives during growth periods. Drove process standardization across global teams to improve customer experience, accuracy, and operational throughput.
Led support delivery operations in India for Network Visibility, Observability, Security, and Cloud technologies, managing a 21+ member team across APAC, Europe, and the Americas, ensuring seamless customer success and support. Owned post-sales engagement for Fortune 100 clients, driving customer adoption, retention, and expansion by aligning customer needs with Gigamon’s business objectives. Spearheaded renewal efforts, directly handling key renewals while mentoring team members to drive efficiency and revenue growth. Established strong cross-functional partnerships with Engineering, Customer Success, Service Renewals, Professional Services, and Training teams to enhance service delivery and customer satisfaction. Managed frontline support operations, ensuring TAC KPIs, quality control, and timely resolution of escalations in collaboration with Sales, Account Teams, and Resolution Management. Provided strategic insights through performance reports, analyzing key business metrics to optimize customer success strategies, improve service quality, and drive process improvements. Experienced in Cloud-Based/SaaS customer management, leveraging analytics for better decision-making and operational efficiency. Ensured high customer satisfaction by proactively managing escalations, maintaining transparent communication, and resolving asset-related issues effectively. Represented Gigamon at SKO'20 in Los Angeles, participating in Partner Pavilion Programs to showcase service offerings.
Managed global support operations across Networking, VDI, IoT, and Service Parts. Drove fraud investigation programs, identifying fraud patterns and securing high-value assets globally. Led SLA governance across Dell’s global service ops; delivered executive reporting for all M&A products. Partnered with NPI and Engineering to deliver technical enablement programs for frontline teams. Designed analytics frameworks that reduced SLA misses and improved operational predictability.
Managed escalations, troubleshooting, process improvements, CE analytics, fraud investigations, and customer experience coaching to enhance service efficiency. Served as an escalation point in the GEC-L2 team, providing advanced technical support for Dell networking products and mentoring L1/L2 engineers on technical subjects. Led issue recreation and bug analysis in a local lab, collaborating with the engineering team to develop fixes and updates. Represented the support organization at the M&A of Force10 Networks at Dell HQ in Texas, contributing to integration and knowledge-sharing initiatives.
Periodic forecasting on materials requirements with its respective vendors Coordinates purchasing activities with manufacturing and engineering departments to maintain inventory at planned levels. Formulating inventory quantity at depot based on the install base, Scheduling, planning and ordering of products and replenishment of depots, Planned and released purchase orders to secure materials and services on an "as needed" basis. Managing and directing the flow of replenishment to the depots, Formulated Minimum quantity requirement process based on active install base quantity & automated the inventory reorder report Coordinating with our Repair center (Flextronics, DNI) to obtain the refurbished units to our ADR (Advanced defective replacement) pool, Evaluates supplier’s performance (price, on-time delivery, quality, lead-time, TAM) and prepares feedback. Designed resourceful Monthly and Quarterly Service Level Agreement (SLA) procedure for RMA and analyzing delay category for SLA not met RMA. Designed other supporting process (ETA report from 3PL, Inventory reorder list for Backfill, Minimum QTY level setup, Order history report, Finished Goods pull report etc...) Resolves receiving and invoice discrepancies and manages applicable metrics within the job scope. Maintains accuracy of procurement database and material return to suppliers on a timely basis (where applicable).