As a Senior Technical Account Manager at Cognyte, I apply my 23 years of rich experience in project and operations management, customer support, and technical training to deliver innovative and effective solutions for various clients in the Great India Territory and beyond. I have a passion for solving customer problems with modern technology combined with experience, and I strive to ensure customer success at any cost.I have successfully completed project execution for 52 projects, executed project management from delivery to SAT for 4 projects, and handled customer account management for 52 accounts, end to end, in terms of technical and customer relationship management. I have also maintained the SLA and required service parameters, and provided technical training and knowledge delivery to customers, both internal and external. I have a Master of Business Administration degree in Sales and Marketing Operations, and I hold certifications in CCNA, MCSE, and 5G. I am always eager to learn new skills and technologies, and to collaborate with my team and peers.
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Senior Technical Account ManagerCognyteGurugram, Hr, In -
Senior Technical Account ManagerCognyte Jan 2021 - PresentGurugram, Haryana, IndiaI love to dig into customer problems and solve them with modern technology combined with experience. I innovate, collaborate and ensure customer success at any cost.I have enjoyed many executive positions throughout my career in customer support, product management, project management, critical account management and customer success and strategy portfolios. -
Sr. Technical Account ManagerVerint May 2017 - Dec 2020India- Completed Project execution for 52 Projects in the Great India Territory (includes multiple countries in ROA region and few in the Middle east).- Executed Project Management from delivery to SAT for 4 Projects.- Customer Account handling- for 52 accounts, end to end in terms of technical management as well as customer relationship management.- Also includes maintaining the SLA and required service parameters.- Technical training and knowledge delivery to customers (both internal and external). -
Senior ManagerVerint Feb 2012 - Apr 2017India- Determine actions to improve service-related customer satisfaction and secure implementation of Lawful interception solutions.- Lead client service review meetings: areas covered include performance reports, service improvement KPI’s, quality and process improvement analysis.- Managed of a team of 22+ Engineers across the region to support and maintain the entire install-base of lawful interception solutions including 100+ sites across the geography.- Keeping a track of the trouble tickets opened for the APAC region, following up and updating as required.- Handling customer escalations and ensure quality resolution; meeting SLA’s in 99% and more cases.- Member of the core Tech-Center team established in the India office.- Active participation in all the technical workshops conducted in the Israel office to enhance my abilities.
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Solutions ManagerVerint Jan 2011 - Feb 2012India- Pre-Sales: Responsible to prepare technical proposals, Product Demos, Technical Documentation for Verint customers (both Govt. and Pvt. Sector) in India and Middle east.- Completed 100+ transactions within 1 year.
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Solutions ManagerVerint Systems India Pvt Ltd Jan 2010 - Dec 2010- Technical design of LI solution- Ensuring compliance to Indian GR- Customizing of the solution per customer requirement.
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Zonal SupervisorVerint Dec 2009 - Dec 2010India- Lead a team of 20+ Members spread across the entire India and Middle East.- Other roles: Hiring, training, grooming of engineers, supporting them for all their day-to-day activities, managing customer escalations, SLA’s, regular Customer meetings to understand their pulse and help generate new business therefrom.- Brought down travel costs by 40%
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Key Account SpecialistVerint Sep 2007 - Dec 2009India- Managed the Key accounts and handled end-to-end support and maintenance with complete SLA adherence.- Area of Control: 100+ Installations across APAC and Middle east; 100% Documentation and Installation.- Increased overall CSAT for my Projects from 64% to 95%
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Technical EngineerVerint Sep 2006 - Aug 2007India- Supported the FSE’s in the field as a TIER-2 and helped to solve issues with help of several back-end teams in Israel office.- Reduced running SR backlog by 50%
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Field Support EngineerVerint Oct 2005 - Sep 2006India- Attended day-to-day tasks on customer sites; conduct trainings, ATP’s, seminars for customers as well as internal teams.- Selected for advanced Product training in Israel Labs.For more details regarding the company, please visit:http://verint.com/lawful_interception/index.cfmhttp://verint.com/lawful_interception/gen_ar2a_view.cfm?article_level2_category_id=5http://www.verint.com
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Sr. Technical Support Officer And Trainer (Microsoft Technologies)Convergys India Services Pvt Ltd Apr 2004 - Oct 2005Gurgaon, Haryana, India- Microsoft Server Support for IT Admins- Worked on Microsoft Active Directory and related technologies for Microsoft clients.
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Associate – It SupportIntouch Solutions Pvt. Ltd. Jan 2003 - Mar 2004Delhi, India- Was responsible for upkeep of IT/network of a call-centre having 250 seats. -
Customer Care SpecialistConcentrix Daksh Services India Private Limited Aug 2002 - Jan 2003Gurugram, Haryana, India- Provided technical support to US customers for Mobile handset issues, Inbound environment -
Project Trainee – It InfrastructureChandra Computers Private Ltd Apr 1998 - Apr 1999Bhagalpur, Bihar, India- Residential full-time teacher in a high school, imparting computer training to students from Class 3 to Class 10
Alok R. Education Details
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Ignou, Ccna, Mcse, Mgmt Workshops.Master'S Degree (Mca)
Frequently Asked Questions about Alok R.
What company does Alok R. work for?
Alok R. works for Cognyte
What is Alok R.'s role at the current company?
Alok R.'s current role is Senior Technical Account Manager.
What schools did Alok R. attend?
Alok R. attended Indira Gandhi National Open University, Amity University, Greater Noida Campus, Ignou, Ccna, Mcse, Mgmt Workshops..
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