Madhu Poonacha Email & Phone Number

Bellevue, Washington, Us

As a Global Director of Customer Support, I am dedicated to delivering exceptional customer experiences and driving operational excellence across multiple regions for Zenoti. I am leading diverse teams and implementing strategic initiatives in enhancing customer satisfaction, streamlining processes, and fostering a culture of continuous improvement.My current responsibility includes:Leading and managing global customer support teams to provide outstanding serviceDeveloping and executing customer support strategies that align with organizational goalsUtilizing data-driven insights to improve service delivery and customer retentionImplementing best practices and innovative solutions to enhance efficiency and effectivenessBuilding strong relationships with stakeholders and cross-functional teams to drive collaboration and resultsChampioning customer-centric initiatives and ensuring a seamless customer journeyI am passionate about leveraging Zenoti technology and human ingenuity to solve complex challenges and deliver value to all our Zenoti customers. My goal is to create a support environment where every customer interaction is a positive experience, and every team member in Zenoti is empowered to excel.

Bellevue, Washington, Us

Zenoti provides an all-in-one, cloud-based software solution for the spa, salon and med spa industry. The Zenoti platform is engineered for reliability and scale, harnessing the power of enterprise-level technology for businesses of all sizes.Zenoti powers thousands of spas and salons in over 50 countries. Zenoti allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, PoS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending.

Calgary, Alberta, Ca

Responsible for managing technical sales resources and Customer Advocacy for Replicon's Cloud software technologies including; managing the Customer Success & Presales Team who conduct onsite and remote technical sales presentations, customer advocacy, customer retention, churn mitigation, product evaluations, and assist with customer requirements. This will require frequent travel to customer sites and working collaboratively with Replicon's Sales Team to achieve customer satisfaction.

Calgary, Alberta, Ca

As a Manager, I will join the sales leadership team in support of all sales goals for the North American and EMEA segment. As this is a newly mandated team, I will manage a team of solution engineers, who are pedagogical, technical and functional experts with a deep understanding of technology use in Timesheet Management including policies, processes and methods for implementation, focused across all of Replicon’s products and solutions in Replicon client base and will develop procedures to operationalize the team. Additionally, I will act as a representative for sales in company-wide projects and initiatives such as product launches, marketing programs, and customer retention activities, to name a few. In addition to the management and leadership responsibilities, I will be performing the duties of the solutions engineer expertly and be willing and ready to act as an individual contributor for key accounts.

Calgary, Alberta, Ca

Experienced sales engineering lead with expertise in Time sheet Managements, network and application performance management, including a strong understanding of the needs of IT organizations, various IT management products, and what is needed to generate revenue and grow business.History of success in driving business and generating revenue through activities such as pre-sales and post-sales engineering, technical marketing, development of marketing materials, conference/tradeshow marketing, and training.Strong ability to convey value of technical solutions to a wide range of audiences, from IT staff members to managers and C-level executives through excellent verbal and written communications skills.Proficient in establishing rapport and building client relationships while understanding the needs of the customer in order to develop sales strategies that can be applied from initial contact to closing.Specialties:* Team Leadership and Management* Career Planning and Development* Pre-Sales Engineering/Systems Engineering* Post-Sales Engineering, Customer Support, and Training* Strategic Account Management* Technical Marketing* Product Marketing and Management* Project Management

San Jose, California, Us

A versatile and skilled professional presenting a portfolio of high diligence and accountability with deep leadership qualities and excellent hands-on experience in Customer Service management with an overall experience of Nine plus years which includes an experience of Five Years Plus as a Project Manager and with a Networking and IT Company for Enterprise, Commercial, Mid-Market and Small and Medium business segments for International clientele based out of the US, Europe, UK and Emerging Markets through a Business to Business relationship.Managed contact center operations. Monitored daily service delivery, service levels, contractual Performance Standards and scope of services commitments. Managed customer support and technical support teams. Instrumental in adoption projects for the existing clients to ensure complete utilization of the solutions provided. Areas of Expertise:• People Management• Contact Centre Operations Management• Customer Service Management• Complaint Handling & Resolution• Stakeholder negotiation• Proven ability to contribute to company strategy• Telesales Operation management• Customer Satisfaction Enhancement• Order Fulfilment• Developing solutions that meet client’s needs, • Conducted 1000+ Implementation webinars.

Armonk, New York, Ny, Us

 Was single-point-of-contact for accounts of certain IBM Business customers Worked with credit & collections department, handling credit ratings, credit risk analysis and collections from IBM Business customers (Kodak). Used to handle disputes regarding credit for Kodak’s accounts with other businesses. Handled the clearing of accounts and cash application to Kodak’s account once payments were made by the businesses.  Was nominated to be transferred to Canada for further process training and eventually to assist in transition of Canadian processes to the Indian branches. Was handling portfolio risk category handling up to 2500 accounts both Govt and Non Govt. Had been to Canada and successfully migrated the process Successfully completed One Day Six Sigma Training.Training new hires and bringing them up the learning curve