Karthick Mani Email & Phone Number

Sydney, NSW, AU

Sydney, New South Wales, Australia

• Built and led a team of 10 experienced Technical Account Managers based in Australia & India who provide extended technical support, technical advisor & technical leadership services to customers across Asia Pacific
• Monitor and manage the performance of all direct reports through predefined KPI's, quarterly check-ins and a formal Annual Performance review.
• Frequently monitor the TAM utilisation and assign customer accounts to TAM's accordingly based on the region, complexity, ARR and other aspects.
• Managed escalations from customers and partners and provide a positive customer experience until the technical support issues/problems are successfully resolved.
• Provide mentorship and technical leadership to direct reports around technical expertise, business processes and managing escalations from the customers. It includes knowledge transfer in SaaS products, Cloud.
• Manage & run the QBR's with customers and ensure customers adopt the product based on the requirements and assist them with product roadmap, renewals etc.

Sydney, New South Wales, Australia

• Managed service delivery, technical support and acted as a single point of contact and subject matter expert for various customers (National Australia Bank, Allianz Australia, Macquarie University, Japan Post, Li &.
• Managed and provided 24x7 support operations (managed weekend support on-call on a regular basis) for Mission Critical (severity 1) technical issues related to the ECM, BPM, RM & Cloud products in a timely & efficient.
• As a client advocate and a SME proactively handled escalations, root cause analysis for SEV1 incidents, conducted product demos and presentations, reported bugs, enhancement requests to the Alfresco Engineering team.
• Awarded 'CSAT Award' for the 5 star survey scores from different customers in 2020
• Established a very good working relationship with all the customers and conducted weekly case reviews, Annual health check, quarterly service/business review (QBR/QSR) & regular on-site visits.
• Assisted the customer development teams and project teams in the development process, best practices, architecture discussions etc and drive the implementation and change control strategies.

Sydney, Australia

• Managed a team of 3 software developers and overseen the development of ECM & BPM systems & Web applications
• Administered the Enterprise Web Content/Document Management system (Java based) in various capabilities such as development, consulting, technical leadership, implementation & support
• Acted as the escalation point for the issues raised by the end-users and other business executives in relation to the ECM product.
• Conducted performance reviews for the development team, reviewed and proposed new KPI’s on a regular basis. Created employee development plans and generated a positive impact behind the development team’s performance.
• Acted as the Technical head in all the system upgrades, implementation, design, development and delivery of all the projects related to the ECM.
• Conducted product demos and workshops for the business stakeholders to gather feedback & requirements for the development and improvement of the Enterprise ECM platform.

Sydney, Australia

• Managed and supported the Alfresco ECM platform used by the Editorial team. Acted as the first point of contact for any issues related to the ECM platform.
• As a business analyst gathered various business requirements and use cases and proposed them into a functional solution design for the implementation.
• Made recommendations to the business (CFO, Country Head, Managing Editor) to add new features and improve the performance of the ECM platform and web applications.
• Actively Involved in the development of Alfresco ECM using Java, JavaScript, Alfresco Webscripts, Freemarker templates, Lucene Search etc.
• Implementation and support of a health care software product and a website associated with it.
• Participated extensively in User Acceptance Testing (UAT), Functional Testing and System Testing

Sydney, Australia

• Developed Customer provisioning features for the existing Customer portal.
• Maintenance and support of customer portal features.
• Fixing Bugs in the existing customer portal.
• Maintenance of the source code using the Subversion repository system.
• Developing ANT scripts as part of the development of the web portal.
• Assisted ad contributed to the preparation of Test Plans

Master’S Degree, Information & Communication Technology Management

Bachelor’S Degree, Computer Science & Engineering