Jivan Ramsahai Email & Phone Number

Kitchener, Ontario, Ca

Currently leading the product strategy teams at Vidyard focused on our Video for Sales and Video Hosting customers.• Focused on Vidyard's business solution comprising of the core dashboard UI, analytics suite, video player and public facing APIs• Opened new user channels for Vidyard's recording tools including an Android application as well as Windows and Mac desktop applications• Delivered the Vidyard Partner Application: An embeddable single page application that allows users to record and share video in over 45 SaaS platforms seeing thousands of active users

Kitchener, Ontario, Ca

I was one of Vidyard's first Product Managers, leveraging my relationships with the user base to bring customer empathy to the engineering teams.• Worked with designers and engineers to discover solutions and define minimum viable products• Leveraged Heap Analytics, SQL and Looker to track user flows, investigate and visualize product usage insights• Areas of focus included analytics and video playback infrastructure which supported thousands of simultaneous events• Coordinated multiple releases with Marketing, Sales, and Customer Experience• Developed content and ran enablement sessions for key product launches

Kitchener, Ontario, Ca

In my role as Manager of Customer Experience, I consolidated the Technical Support and Customer Success teams. In addition to providing guidance to the technical support specialists, I lead the customer success managers while maintaining my own accounts.• Onboarded and managed tier 1 enterprise accounts representing ARR from $200K to $1M+• Developed and delivered customer training

Kitchener, Ontario, Ca

As a Technical Account Manager, I supported the Vidyard sales team in running technical demos, designing and building proof of concepts for potential customers and provided end user support to Vidyard's enterprise customer base.• Implemented custom solutions in JavaScript, HTML and CSS• Logged detailed bugs and feature enhancement requests for development• Created and managed the Vidyard support knowledge base

Waterloo, Ontario, Ca

• Created technical and non-technical training course material and delivered content through instructor-led classes, job aids and web-based training modules to support agents globally (Portugal, China, Costa Rica, New York)• Confidently delivered training to internal support teams and external customers ranging from small-medium businesses to large enterprises

Waterloo, Ontario, Ca

• Created executive-level reporting highlighting areas of improvement and knowledge gaps for technical support teams• Provided specific actions based on reporting resulting in improvements to customer satisfaction and incident handle times• Created team processes to align with ISO quality management system requirements

Waterloo, Ontario, Ca

• Developed a comprehensive scorecard for evaluating support incidents to drive performance improvements from tech support teams• Provided written feedback to support agents offering suggestions for improving technical knowledge and customer service skills to improve customer satisfaction

Waterloo, Ontario, Ca

• Deployed physical and VMWare virtualized Windows domains, Domino, Exchange, SQL and BlackBerry Enterprise servers for reproducing potential bugs and testing customer scenarios• Consulted to enterprise customers to provide recommendations for managing the BlackBerry solution for up to 50,000+ users• Assisted support teams by taking ownership of critical and priority one escalated incidents• Validated bugs and communicated with development teams to continue investigation of issues

Waterloo, Ontario, Ca

• Identified and resolved issues regarding BlackBerry devices and BlackBerry Enterprise Servers• Assisted customers of varying technical expertise with confidence and professionalism• Provided potential customers with detailed technical descriptions of various BlackBerry features• Contributed to the BlackBerry knowledge base regularly• Served as a BlackBerry Technical Advisor on the BlackBerry Support Community Forums• Recovered and acted decisively when unexpected situations arise during a support incident• Successfully managed relationships with irate and frustrated customers

Bachelor Of Mathematics

Product-Led Growth Certificate