Disha Gosalia Email & Phone Number

Pleasanton, CA, US

San Francisco, California, US

Lead customer success, support, professional services, and education functions, all aimed at driving enhancements in CSAT, retention, and expansion for our incredible customers.

San Francisco, US

San Mateo, California, US

Responsible for maximizing net revenue retention (NRR) and net dollar retention (NDR) for $200M Americas field recurring revenue.Provide leadership for an 80+ member cross-functional team of account managers, customer success managers and engineers to drive adoption, maturity and renewalsStructured forecasting, customer advocacy and value realization.

San Francisco, CA, US

Led post-sales Customer Success managers & Renewals for $650M enterprise SAAS company.

San Francisco, CA, US

Led all of post-sales for Quantcast’s global 130+ people consisting of customer success & managed services supporting $400M+ annual revenue.

San Ramon, California, US

Responsible for delivering support services for all of GE Digital's PAAS/SAAS products as well as growing customer satisfaction and retention.

San Ramon, California, US

• Responsible for the Global Software and Services Support organization for Predix®, GE’s cloud platform for the Industrial Internet.
• Built a global technical support organization to support users of GE’s Industrial IOT Platform & Applications running on GE’s private cloud as well as public cloud (AWS, Azure).
• Conducted market research and obtained executive buy-in to launch developer and premier application support plans that is estimated to bring in support revenues of $90M+
• Partnered with Alliances and services organization to develop partner enablement and on-boarding programs to drive adoption, training and business opportunities. Helped on-board 25+ partner services on the platform
• Launched SRE team responsible for creating monitoring scripts, automated availability dashboards, performance benchmarking to decrease incidents by proactive alerting and ensure high availability of services
• Responsible for implementing major incident response plan and public facing communications site to decrease incident triage times by 50% and incident deflection rates by 30%

Dublin, CA, US

• Responsible for retention and renewal of 450+ customers totaling $60MM annual recurring revenue.
• Managed a team of 50+ employees consisting of support managers, customer success managersand technical support engineers.
• Hired new talent and reorganized onshore and offshore support teams, as well as implemented new processes to realign Callidus’ Enterprise support business with its Saas support business. Consequently, the support team.
• Worked with several cross-functional teams like sales and finance to implement a successful customer experience lifecycle process (customer onboarding, engagement, product adoption and retention analysis) that led to.
• Created a data-driven decision making culture by defining support KPIs, tracking associated metrics to measure the KPIs, and making dashboards available to executive team and key stake-holders on a weekly basis.
• Implemented social communities, chat, IVR systems & knowledge management tools.

Dublin, CA, US

• Management, Growth and supervision of Technical Support Team.
• Responsible for maintaining customer satisfaction and retention
• Responsible for KPI achievement specific to the Call Center as defined by company goals and objectives.
• Responsible for developing staffing models, processes to ensure achievement of KPIs and in accordance to the budget.
• Develop reports and dashboards to present this data to all levels of the organization on a regular basis.
• Understand level of customer adoption of the software and assess the risk in renewing the current contract

Dublin, CA, US

Dublin, CA, US

Team Mentoring: Assist and Train team members to achieve their goalsCustomer satisfaction & Backlog reduction: Maintain and improve customer satisfaction and assist in reducing backlog.Strategic customer calls: Conduct regular calls with strategic customers to assure expectations are met.

Dublin, CA, US

-Provide trouble-shooting and resolution of Level-2 type high severity Reporting/ETL issues.-Provide leadership to track problem resolution time and assisted in developing back-log reduction strategy to meet 100% of support SLAs.-Installing, configuring and upgrading the software suite of products which includes application servers, report servers.