Pradeep Manjegowda

Experience

• 

  Aptean

  Nov 2005 - now

  • As Senior Customer Support Manager and India CoE Center Customer Support Leader, responsible for leading Customer Support, SaaS Managed Services, and Customer Success Operations team for nearly 20 Aptean products with a team size of around 100 members with technical and functional expertise.• The core responsibility is to enable and empower our teams to synch with business and drive a great customer experience. Accountable for managing - 24x7 support operations, customer and management expectations, enhancing collaboration across departments (License, Development, Services, Sales, Product Management) to ensure high-performance team culture and the best customer experience. Show less • Additional responsibility to set up and transition new product support teams and successfully managed 30+ members to provide support for multiple Aptean products (Ross ERP, JustFood ERP, EquipSoft, and Catalyst) across regions, along with managing the Customer Success Operations team. • Played an instrumental role in hiring, bootcamp, best practices evangelization, and mentoring members to drive customer experience across support teams; through various novel initiatives and effective teamwork. • Received the second Aptean Values in Action (AVIA) global award from CEO under the ‘Be Courageous’ category for the leadership and delivery.• The team members received several accolades from various customers and management team, appreciating their relentless efforts in providing the best customer experience. Show less • Accountable for 15 members team from India CoE and running 24x5 operations, to provide support for our Ross ERP customers across the globe.• Closely work with cross departments (Professional Services, License, Product Development, Sales, and Product Management) to ensure customer tickets and escalations are timely addressed.• Maintaining support KPIs and focus continuous improvement for customer success like Improve - Productivity, Survey Return and Comment Rate, CSAT Score, Ticket Audit Score Reduce - Support Resolution Time, Ticket Escalations to Development team• Promote Knowledge-Centered Support and critical thinking and innovation at work to create the best customer experience.• Recruitment, development, and retention of skilled staff to achieve business objectives.• An active member of Support Governance, Learning, and Development Committee.• Received Aptean Values in Action (AVIA) global award from CEO under the 'Drive for Results' category for excellent and consistent delivery.• Weekly recognition and celebrations in the team, to promote the culture of customer success. Show less • Moved to Customer Solutions Operations team, focusing on project governance and leading team to manage internal support tickets from all regions and tracking KPIs.• Acted as Resource Manager for APAC region i.e., for coordinating bookings with PMs globally and reviewing services opportunities to optimize resource utilization.• Closely worked with top management and generated/shared metrics from business perspective.• Professional Services methodology roll-out and lead global services project audits initiative.• Greatly successful in doing root cause analysis and reducing ticket inflow through better collaboration and innovative ideas. Show less • Travelled to provide product training and UAT support for customers across regions (North America, Europe, and APAC).• Successfully lead QA projects from various products (like Onyx, Knova, Service Gateway, and Pivotal CRM) and always completed tasks on time with excellent quality.• Instrumental in driving various organizational initiatives, with the motto of making the team move towards a “Predictive metrics driven Services Organization”.• Exposure to various test automation tools (VSTS, QTP, SilkTest, Selenium)• A part of the interview panel to help the organization hire competitive engineers• Worked for various clients such as Dell, AT&T, Time Warner Cable, Symantec, Marriott, Bank of America, VM Ware, GE Healthcare, Telefónica O2, Belgacom, TalkTalk, Bharti AirTel, WIPRO, Cognizant, OUHK, RHB, CYTA, Etisalat, Mobily and so on.• Moved to Aptean in August-2012 (as part of Consona acquisition) Show less • Lead QA projects on SupportSoft product lines; more proficient in developing solid test documentation such as Test Plans, Test Estimation, Test Cases, Bug Analysis and Reports.• Extensive experience in different types of testing; more interactions with customers and cross functional departments (Support, R&D, Sales ...)• Close interaction with the Documentation and Technical Support team thereby helping in coming up with clear and concise Product Installation/User Guides.• Moved to Consona in June-2009 (as part of SupportSoft acquisition). Show less

  • Director - Customer Support

    Apr 2021 - now

  • Senior Manager and CoE Leader - Customer Support

    Apr 2020 - Mar 2021

  • Manager - Customer Support

    Apr 2018 - Mar 2020

  • Associate Manager - Customer Support

    Dec 2015 - Mar 2018

  • Principal Technical Consultant - Support and Services Operations

    Oct 2013 - Nov 2015

  • Principal Technical Consultant - Quality Assurance

    May 2010 - Sept 2013

  • Senior Global Services Engineer – Quality Assurance

    Oct 2008 - Apr 2010

  • Global Services Engineer – Quality Assurance

    Nov 2005 - Sept 2008