Vishnu Menon

Experience

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  Concentrix

  Oct 2016 - May 2018

  Service Desk Analyst
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  The Lenbrook Group of Companies

  May 2019 - Jan 2024

  Collaborated closely with product managers and engineering teams to bridge the gap between customer needs and technical solutions. Leveraged user feedback and support ticket data to identify recurring pain points and recommend feature enhancements. Played a pivotal role in improving user satisfaction by contributing to product improvement initiatives and ensuring seamless communication between technical and non-technical stakeholders.Customer Feedback Analysis: Gathered and analyzed customer feedback to identify recurring pain points, providing actionable insights to product managers for roadmap prioritization.Cross-Functional Collaboration: Partnered with engineering and product teams to troubleshoot complex technical issues, ensuring alignment between user needs and technical solutions.Problem Solving and Root Cause Analysis: Diagnosed system-level issues, collaborating with the Quality Assurance and Development team to implement sustainable solutions that improved user experience.Documentation and Knowledge Sharing: Created detailed guides and internal documentation, streamlining processes for both support teams and end-users.Process Improvement: Identified gaps in support workflows and worked with the product manager to implement enhancements, reducing issue resolution time by 20%.Stakeholder Communication: Acted as a bridge between customers and technical teams, translating technical details into user-friendly language to facilitate understanding.Key Achievements:Played a pivotal role in improving customer retention by escalating user feedback to inform feature updates.Influenced the development of several key features by identifying trends in customer needs.Reduced support ticket volumes by 20% through proactive identification of recurring issues and advocating for product improvements. Show less Collaborated closely with product managers and engineering teams to bridge the gap between customer needs and technical solutions. Leveraged user feedback and support ticket data to identify recurring pain points and recommend feature enhancements. Played a pivotal role in improving user satisfaction by contributing to product improvement initiatives and ensuring seamless communication between technical and non-technical stakeholders.Customer Feedback Analysis: Gathered and analyzed customer feedback to identify recurring pain points, providing actionable insights to product managers for roadmap prioritization.Cross-Functional Collaboration: Partnered with engineering and product teams to troubleshoot complex technical issues, ensuring alignment between user needs and technical solutions.Problem Solving and Root Cause Analysis: Diagnosed system-level issues, collaborating with the Quality Assurance and Development team to implement sustainable solutions that improved user experience.Documentation and Knowledge Sharing: Created detailed guides and internal documentation, streamlining processes for both support teams and end-users.Process Improvement: Identified gaps in support workflows and worked with the product manager to implement enhancements, reducing issue resolution time by 20%.Stakeholder Communication: Acted as a bridge between customers and technical teams, translating technical details into user-friendly language to facilitate understanding.Key Achievements:Played a pivotal role in improving customer retention by escalating user feedback to inform feature updates.Influenced the development of several key features by identifying trends in customer needs.Reduced support ticket volumes by 20% through proactive identification of recurring issues and advocating for product improvements. Show less

  • Senior SME and QA Analyst

    Jun 2021 - Jan 2024

  • Technical Support Analyst

    May 2019 - Mar 2022
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  Vixel Tech Solutions OPC

  Jan 2024 - Mar 2025

  Product Analyst and Co-Founder

  Led the development and launch of a SaaS product, focusing on user-centric design, market analysis, and cross-functional team collaboration. Managed the product lifecycle from market research to market delivery, leveraging data-driven insights to enhance user engagement and drive business growth.Product Name: Corelytics, a proprietary SaaS analytics platform designed to help SMEs optimize operations using real-time data insights.Role in Development: Acted as a bridge between engineering, sales, and customers to define requirements and ensure alignment with market needs.Market Validation: Conducted customer interviews and analyzed feedback to prioritize features like proprietary customizable dashboards and automated reporting.Roadmap Planning: Collaborated with cross-functional teams to create and execute a product roadmap, delivering features incrementally using Agile methodologies.Key Achievements:Successfully launched the platform and onboarded 3000 users in its first three months and reduced customer churn by 20% through user-driven feature enhancements."Increased user adoption rates by 25% within the first three months of product rollout.Reduced churn rates by 15% by implementing feedback-driven feature updates.Developed comprehensive training materials to support user onboarding and retention. Show less

• 

  Court Click

  Apr 2025 - now

  Associate Product Manager