Raghavendra Mutt

Experience

• 

  C3i

  Aug 2008 - Sept 2011

  • Handled Technical Queries related to IBM T-Series and X-Series Laptops provided to the J&J Pharmaceutical Representatives.• Troubleshot any issues related to the Siebel 7.8.• Troubleshot any Operating System error, Laptop Break-fix, MS Office errors, Dial-up/Wired/Wireless connection errors, PDA setup, Email over PDA, Printer/Scanner/FAX related issues.• Troubleshot issues related to Client’s Intranet which includes: Cognos, Online Training courses built on Flash Player and Shockwave player. Maintained Critical-To-Quality parameters like First Call Resolution, Customer Satisfaction, Productivity and Quality Assurance. Show less

  • Siebel 7.8 CRM Level II

    Aug 2010 - Sept 2011

  • HDA Level 1

    Aug 2008 - Aug 2010
• 

  Salesforce

  Oct 2011 - now

  - Provided specialized advisory services to strategic clients, coaching them on how to be more successful in using and adopting Salesforce collaboration and community platforms.- Introduced functionality, use cases and coached on management and adoption strategies for our customer and partner communities platform (Community Cloud) and collaboration platform (Chatter) by facilitating the engagements via meetings and tailoring the deliverables as per their needs.- Advised key business and IT stakeholders/ leaders (including C-level executives) on business processes, coached on the people side of change (Change Management) and also community management strategies.- Generating value by helping customers to increase their ROI by delivering time-bound and scoped customer engagements.- Accelerate specific business initiatives to promote innovation and excellence for long-term business goals.- Mentored and coached new-joiners and junior members of the team across APAC.- Interviewed and enabled new junior Success Specialists in their roles. Show less - Mobility consultation and product support for Mobile products/platforms. - Includes interacting with the various Product managers and R&D groups for various products on Mobile platform - testing, reporting bugs and providing feedback - Work on providing the resolutions for critical customer escalations - Connect with the clients as leadership representative to discuss escalations related matters - Mentor Tier 3's and Tier 2's success agents on handling cases by leveraging the best practices - Work on the deflection of top call/case drivers through a partnership with T&P and Content Teams - Create internal documentation such as Play-Books to document the processes to be followed while troubleshooting specific technical issues - Interact with Site Reliability on multi-customer issues to maintain the correct consumption of resources by a single customer - Network with but not just limited to Customer Centric Engineering Team, Customer Success Manager Team, Technical Architects, Success Accelerators, Success Specialists, etc., to work towards resolution or implementation - Up skill the technical expertise in the assigned areas of product functionality Show less - Mobility consultation and product support for Mobile products/platforms. - Includes interacting with the various Product managers and R&D groups for various products on Mobile platform - testing, reporting bugs and providing feedback - Research, document, and escalate cases to the R&D and Product teams - Provide solutions to the technical issues and suggest appropriate workarounds related to the supported applications - Handle escalations and customer issues received from Tier 2 engineers - Interact with R&D on regular basis to log bugs and enhance the products - Maintain Knowledge Base of the organization to improve case deflection - Create public Known Issue articles - Participate in the Scrum meetings with team members to support them to solve the critical cases - Work with both onshore and offshore teams to assist the Account Teams to understand the escalation processes and support function. Show less • Managing visible, global and strategic, enterprise cases and ensure 100% customer satisfaction. • Providing prompt and complete resolution to technical challenges and business issues.• Leading the resolution of critical technical issues.• Providing effective and timely communication about case status to customer and Salesforce management.• Identifying, developing and executing training/education gaps or challenges.• Advocating customer's priorities internally within Salesforce.• Sharing best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base.• leading the group, both on execution and knowledge sharing. Show less

  • Manager, Product Success

    Dec 2020 - now

  • Principal Success Specialist

    May 2018 - Dec 2020

  • Success Agent Principal Tier 3

    Aug 2017 - Apr 2018

  • Success Agent Senior (Tier 3)

    Jul 2014 - Aug 2017

  • Tier 2 Technical Engineer

    Oct 2011 - Jun 2014