Jacob Koshy Email & Phone Number

Calabasas, Ca

Responsible for the Customer Advocacy initiative, Escalation Management, improving Customer Experience and overall Customer Satisfaction.Key responsibilities and achievements:- Owned the Customer Advocacy Initiative with clear goals and Accountability- Defined, measured and tracked metrics via automated dashboards. Developed processes and mechanisms to track and improve customer experience- Owned cross-team engagement to review key customer issues being tracked with clear SLA- Ensured business success at Key Accounts in partnership with Sales and Field Operations teams- Ensured product content was easily available through Knowledge Base articles, discussion forums etc.- Led Escalation Management Team which owned timely delivery of customer fixes, patches and criticalfeatures which resulted in a 25% improvement in response times and improved customer satisfaction- Improved the service contract renewal rate to 85% based on improved value of services offered that resulted in an uptick of revenue.- Provided thought leadership to Product Teams to improve user experience as well as making the product easy to troubleshoot and, debug.During my initial years at Spirent, I was responsible for leading the design, development, and validation of Spirent’s flagship Test Center portfolio. - This involved close partnership with cross functional teams and ensuring that all stakeholders are aligned to the project goals and deliverables. - Owned and delivered high quality software via leadership of 30+ engineers domestically and overseas. - Led product roadmap definition in partnership with Product Leadership and Architecture team to ensure continued market leadership of Spirent Test Center portfolio of products. - Delivered on steps to improve customer satisfaction with strong engagement with support team, field service personnel and user documentation team by creating mechanisms for documented audit trails of customer facing issues and steps to resolve them.

- Led a team of engineers and managers spread across 4 domestic and overseas locations to deliver embedded and enterprise solutions for Calix’s next generation access product line. - Worked closely with Product Management, QA and Manufacturing teams to ensure that all cross functional aspects were addressed and coordinated. - Responsible for data modeling and the management interface solution for this product line. - Played a key role working closely with Product Leadership and Architecture teams to deliver a solution with tight product fit and to come up with a market differentiating solution.

Involved in interface definition, design and development of CLI and SNMP support for the various features of ANI telecom products. Coordination and project management of the development activities of the CLI team in Bangalore, India. Responsible for interaction with Product marketing team to understand the product requirements and features.

Analysis of customer requirements. Involved in development of fault and provisioning modulesFrequent interaction with customer on product analysis and specifications. Ensure that the project configuration items are identified, tracked and controlled. Ensure the timeliness and quality of all deliverable, adherence to ISO standards.