Arun Austin

Experience

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  Networkers Home

  Jun 2011 - Sept 2013

  Network Engineer
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  Aricent

  Oct 2013 - Apr 2015

  Network Engineer
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  McAfee

  Apr 2015 - Aug 2019

  Handled escalations and technically complex customer-reported cases on McAfee products. Take ownership of the cases and drive them until issue/s are completely resolved and the customers are satisfied with the resolution.Proactively scope the products and solutions required to address customer needs and recommend solutions that optimize value for both customer and business.Coordinated closely with Accounts Managers, Sales Engineers in complex design scenarios.Educated customers about various McAfee Security Solutions, their importance within the company network infrastructure.Provided product-level training to McAfee Partners and customers.Participated in projects with Pre-Sales Engineers in complex deployment scenarios and fix it up thereby winning the deal.Participated in management review calls and cross-functional team meetings to provide trends on the customer escalations/issues and come up with solutions to deflect the issues generating a high number of customer cases.Created documentation in the form of Case Notes, RCA, KB articles, Best practices guide on the complex cases and share it with the Escalation/Support team members. Show less

  • Senior Technical Support Engineer

    Oct 2016 - Aug 2019

  • Technical Support Engineer

    Apr 2015 - Oct 2016
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  Cisco

  Aug 2019 - Nov 2022

  Maintain a detailed understanding of Cisco's Security products and assist customers by helping them choose the right product according to their business needs.Give product demos to an audience ranging from CISO to key decision buyers.Be the Voice of the Customer by sharing insights, roadmaps and work collaboratively with the engineering teams to remove key blockers.Collaborate with Account teams to improve customer adoption, address product concerns, and drive incremental growth.Drive adoption highlighting feature opportunities, winning use cases, and meaningful strategies to customers. Show less Deliver expert level technical assistance and troubleshooting for resolving critical customer hardware and software issues at a product and solution level for Email/Web Security BU.Troubleshoot a wide range of technical support problems—from simple application or network configuration fixes to deeply complex troubleshooting and problem resolutionSubmit complete and correct software defect reports.Deliver systems/product training both internally and externally and knowledge base material.Document all actions taken toward resolving customer issues in customer contact tracking database and root cause analysis for internal and external consumption. Show less

  • Customer Success Specialist

    Jun 2021 - Nov 2022

  • Technical Consulting Engineer

    Aug 2019 - May 2021
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  Imperva

  Nov 2022 - now

  Senior Customer Success Manager

  Trusted Advisor and accountable for $5Million (USD) book of business, driving enablement, adoption, retention, and expansion for Enterprise level accounts.Achieved 100% project completion rate by coordinating with Solution Engineering andProfessional Services.Demonstrate thorough understanding of Imperva products and technology solution.Monitor customer health. Diagnose reasons for low utilization and develop consumption strategies to increase consumption levels.Consistently communicate technical product releases, system changes and other relevant updates and act as a liaison to Imperva product management.Lead regular strategic business reviews on-site to communicate progress against agreed success plans and address risks.Focus on NPS/CSAT and Customer Lifetime Value.Work closely with Account Sales teams to help with Upsell/Cross-sell opportunities in existing customers. Show less