Abdul Karim Riyaz Email & Phone Number

Singapore

Heading up Technical Support and customer experience for Elastic in the Asia-Pacific and Japan region.

Responsible for Worldwide Premium Support Service sales and delivery, by designing and delivering superior customer experience for global top-tier customers of Automation Anywhere. Focused on improving their post sales experience via specialized services and programs to transform customer user journey. I am also responsible for ensuring that these deliverables are proactively and accurately executed by globally located teams of Technical Account Managers, Field Escalation Engineers and Enterprise Architects. The key deliverable of this team includes driving initiatives to accelerate Cloud solution adoption, providing proactive technical value, ensuring RoI, and unblocking technical issues via quick and accurate resolutions - to retain customers, protect the renewal base and drive upsells and new business. Key OKRs include driving up revenue (ARR, NRR & GRR) by improving product adoption, license expansion, and retention of customers & employees leading to a delighted, referenceable and loyal customer & employee base.

Responsible for delivering great customer experiences via quick and effective resolution of technical support issues, as well as driving up adoption of our leading-edge cloud RPA solutions for Automation Anywhere's worldwide customers. I was responsible for building up the Support centers from 3 disparate locations into a tightly integrated global delivery team, by expanding the locations via direct centers as well as thru outsourcing. Additionally scaled up the operations by hiring into each of our support centers in the USA, Costa Rica, India, Japan, China and Europe, as well as Support delivered by our reselling partners to meet the exponential growth of the company. I was also responsible for designing and building the Global Escalations and Critical Situations teams who was responsible for customer success for our top tier customers' critical situations. Product quality and engineering collaboration was another area that I set up by building a strong feedback mechanism using Support data analytical output, to other key stake holders like product management, sales, and engineering teams. I was also involved in driving key initiatives to build and expand our delivery capabilities by leveraging Automation, Digital Scaling, and new, innovative support processes.

Dubai, Uae, Emea & Apj

July 2011 to March 2019: Vice President APJ - Customer Support & Success Team.Responsibilities include ensuring success of all CA customers in Asia Pacific and Japan, across Enterprise, Commercial and SaaS segments via product adoption, User Journey Management and Revenue Protection by providing superior Technical Support services and world class Customer Success programs. These services were provided through a team of over 220 support and customer success professionals based across various countries in APJ, reporting up to me. Also Part of APJ Senior Leadership Team, driving CA's growth strategy and go to market plans in APJ.June 2009 to July 2011: Vice President EMEA - Technical Support & Availability Management. Responsibilities included managing the post sales engagements for all CA customers across Europe, Middle East and Africa, based out of CA's Ditton Park Office in London, UK. Also Part of EMEA Senior Leadership Team (SLT), driving CA's growth strategy and go to market plans in EMEA.December 2007 to June 2009: Chief of Staff for Global Technical Support's General Manager. This role was based out of the US, and covered assisting in the day-to-day management of CA Support's General Manager. Other responsibilities included managing global CA Communities - both online and regional user groups, as well as run the global support marketing and communications function. Part of Global Technical Support's Senior Leadership Team (SLT), driving CA's Support strategy.October 2004 to December 2007: Director of Pre-Sales, Eastern EMEA Region. Responsibilities included running the pre-sales team across Eastern Europe, Russia,Turkey, Africa, Levant and Middle East for CA Arabia, based in Dubai. Also ran CA's Storage Business Unit across E-EMEA region, responsible for revenue and customer acquisition, during this period.1999 to 2004: Sales Manager, Business Technologist, Marketing and Communication Manager for CA Middle East based out of their Dubai Office.

Dubai Uae

Sales, Pre-sales and Marketing communications for Platinum technology's products and services in the Gulf, Levant and Middle East region. Responsibilities included account management, sales quota attainment and ensuring customer success.

Bangalore, Mumbai And Chennai

Sales & partner management. As Territory Manager for Wipro I was responsible for selling software products from Borland, Novell, Adobe and ANSYS. The sales model was based on a channel GTM, with re-sellers based across the region. Direct, end user selling and channel fulfillment was also part of this role.

Mba, Marketing

B Tech, Computer Science