Vijay Sankar R

Experience

• 

  Movate

  Apr 2011 - Jul 2012

  Senior Support Engineer

  Provided Tier 2 support to end users round the globe.Provide troubleshooting and technical support via phone, web based tools and email for the Belkin products (Routers, USB adapters, Range Extenders etc).Configuring the router’s for Cable, Dsl, ppoe type of connections, fixing up the wireless issues and setting up securities like wpa, wep, configuring the access points.During problem escalations, act as a liaison between customers and the escalation leads.Taking ownership of technical issues, and working with our Development group to resolve more advanced issues when necessary.Resolving escalated customer complaints without the need for team lead intervention. documenting troubleshooting and problem resolution steps.Participation in providing training to customers when required a detailed technical description about the Belkin product. Show less

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  Gabriels Technology Solutions

  Jul 2012 - Sept 2018

  Gabriels Technology Solutions (GTS) specialises in delivering high performance, search engine optimized websites and applications,CRM, lead management, and marketing solutions for real estate broker and media companies worldwide. Lead a team of Client Service Associates, Leads, QA's responsible for building and fostering relationships with 25+ high profile real estate brokerages and media clients in all facets of customer project management including timelines, deliverable schedules, allocation of resources, ensuring timely and thorough communication of strategy.Establish and maintain active dialogues with key members within the client’s organisation, ensuring consistent messaging and positioning of GTS services throughout the platform product cycles.Partner with multiple internal departments to champion and coordinate client deliverables including operational, legal, compliance and general product related issues.Facilitate cross-functional team collaboration working with co-located and virtual teams, fostering teamwork, accountability and positively impacting the customer experience. Translate business requirements, coordinate with product development and participate in process development. Responsible for ensuring the team communicates, plans, organises, and successfully on-boards client website and CRM solutions. Being a Client’s advocate and collaborate with multiple internal teams within GTS.Providing clear understanding of newest platform technology, digital marketing trends. Show less Interacting with the web based real estate clients in United States- Sotheby’s International Realty and Christie’s International Realty and getting the project development requirements, support issues, tracking, testing the complicated bugs. Analyze and understand the client’s needs and identify the right resource for that particular issue, assigning them tickets, keeping track on which and making it to the completion.Accomplishes work requirements by orienting, training, assigning, scheduling, coaching employees; following production, productivity, quality, and customer-service standards; identifying work process improvements.Monitoring the tickets progress, tracking, examining, researching, and resolving issues. Assures quality by developing and completing test plans; maintaining project and technical documentation.Collaborated with the global team to resolve IT support cases.Escalating issues to appropriate authority; responding to team members' concerns; coordinating requirements within respective departments.Exclusive knowledge of Content Management System (CMS), Incident Management, Internal Ticketing Tools, Product Management. Show less

  • Enterprise Customer Success Manager

    Apr 2016 - Sept 2018

  • Client Support - Project Management

    Jul 2012 - Apr 2016
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  Innoppl Inc.

  Sept 2018 - Sept 2019

  Customer Success Manager (SaaS)

  TargetBay is a SaaS e-commerce personalization solution includes different modules with an automated review generation system which encourages customers to review their purchases using site pop-ups and emails. Also helps e-commerce businesses improve customer experiences and maximize conversions using re-targeting tools and applications.Key ResponsibilitiesOn-board new users to first valueUnderstanding the customer’s needs to help them exploit our productImplementation of TargetBay to Client accounts with purpose, momentum and precisionCustomizing workflows based on the profile of the customerRemove friction points in the productGrow user adoption and proactively engage customers at riskManaging communication infrastructureAccount escalationsGrow customer lifetime value and Client AdvocacyWorks closely with the product team in order to maintain a continuous knowledge of product developments in order to identify potential issues and/ or opportunities within or related to the product.Ensures all the processes and procedures are completed, quality standards are met and they are profitable communicates the Client goals and represent the Client's interest to the product road-map committeeCoordinating the requirements with the internal development team, designers, testers and support consultants. Show less

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  Synup

  Dec 2019 - Apr 2020

  Customer Success Manager (SaaS)
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  Appitsimple Infotek Pvt. Ltd.

  Aug 2020 - Jul 2021

  Implementation Manager (SaaS)
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  WorkSpan

  Aug 2021 - now

  • Principal Consultant (Professional Services & Customer Success)

    Jun 2024 - now

  • Senior Consultant

    Aug 2021 - May 2024