Experience

• 

  Rcs tech

  Jan 2010 - Oct 2010

  System administrator

  • Desktop & Network Calls with printer and mobile configurations• Regular connecting VCs (Video Conferencing Calls) – Domestic and International• Creating Knowledge Base (KBASE) articles and sharing with the team

• 

  Aditya birla minacs technologies limited

  Nov 2010 - Oct 2011

  Consultant system administrator

  • Resolving desktop and network related issues• Handling High Profile Calls (VIP Users) for Mobile and other Device configurations• Maintaining Asset Inventory & Vendor Management

• 

  Aditya birla minacs world wide ltd

  Nov 2011 - Jul 2014

  • Handled the project of SIMPANA COMMVAULT• Assisting a team of 5 engineers for the SIMPANA COMMVAULT• Documentation and providing updates/reports to the management about project statuses • Handled Data Centre activities – User creation, Email configurations, Switch/Router setups• Also handled the project of SCCM (System Center Configuration Manager)• Implementation of Symantec PGP Encryption application across the organisation

  • Analyst

    Apr 2013 - Jul 2014

  • System Administrator

    Nov 2011 - Mar 2013
• 

  Progressive techno solutions private limited

  Aug 2014 - Oct 2015

  Junior product consultant

  • Managing the functional interface of EAMbrace, an Asset Management Application (B2B model)• Attending Pre-Sales meetings, Post sales end-to-end support to clients with functional testing• Follow-ups with development team, documentation - User Manual & SOP

• 

  Connectwise

  Nov 2015 - Jun 2022

  • Liaison for customer, focusing on Product Adoption, Retention, Up-selling and Cross-selling• Health checks/training sessions with customers, activities tracked in Salesforce and Gainsight• Collaborate with other stakeholders escalate any reported/ongoing issues • Regular calls with customers to help them achieve their success and growth• Follow-ups with internal stakeholders and external teams• Reviewing NPS and CSAT in SFDC and answer business strategy, technical, and platform questions • Handling migrations from competitive products to Continuum using the automation• Communicating with internal stakeholders and external teams• Creating the migration Manual Guides for each of the competitor platforms • Pre-sales support – Onboarding & training the partners with product evaluations and demos• Track and report on daily activities in the company CRM application• Validate post-install partner experience and overall partner satisfaction • Providing remote support (NOC) to the MSPs by working on the alerts & tickets• Handling AD, DHCP, DNS, MS Exchange and Performance related issues• Cleared the Internal Job Posting (IJP) and got selected as Embedded/Dedicated Tech

  • Technical Partner Success Manager

    Jan 2022 - Jun 2022

  • Partner Success Manager

    Jan 2020 - Dec 2021

  • Technical Partner Manager

    Jul 2019 - Dec 2019

  • Technical Sales Engineer

    Mar 2018 - Jun 2019

  • Network Operations Center Engineer - Level 2

    Nov 2015 - Feb 2018
• 

  Druva

  Jun 2022 - now

  • Handling book of business for 200+ customers (ARR of USD$9.2M)• Collaboration with sales, product, and support teams to deliver comprehensive customer experience• Conducting business reviews and health check sessions, using Sigma dashboards and reports• Handle escalations and monitoring NPS, CSATs on quarterly basis • Plan and execute long term account plans to facilitate retention growth via product and new business unit expansion• Manage the proactive customer life cycle leading to high rate of renewal and growth• Identify and mitigate risk in customer accounts • Work cross-functionally with support and other teams to resolve customer business issues

  • Senior Technical Customer Success Manager

    Apr 2024 - now

  • Customer Success Manager

    Jun 2022 - Mar 2024