- Leading a team of 25 members in the US region. Responsible for scaling the team to handle queries from customers across the CX suite of Freshworks. - Owned the US TAM portfolio across all three products in the CX suite. Incubated various programs to provide a seamless support experience to all customers. - Helped in restructuring processes for premium support. Participate as the escalation point of contact for all accounts subscribed to premium support. - Worked on creating the escalation desk to manage any customer escalations across the CX BU. Strategized processes to predict and arrest any escalations proactively. - Formed a Career Matrix for the Escalation Desk and helped in hiring and scaling the team from 0 to 16 members.- Worked on a Business Operating System for the support function to identify visible gaps in various processes to help improve the attainment of KPIs- Worked with the L&D team to create a structured approach for leading a team in support and how to drive it successfully.

- Led a team of 12 members. Defined a career path individually and set attainable goals that aligned with the organization’s goals. Enabled them to succeed in their roles and created opportunities for them to upskill themselves.- Created and nurtured specialized task forces that focused on learning, and understanding complex modules on the product. These groups were responsible to create knowledge base articles and represented as SMEs to help the wider team.- Worked on a project to automate redundant support actions using Robotic Process Automation. Defined success metrics and worked with all the stakeholders to see it through completion.- Worked on the Contact Code project, whose primary objective was to classify customer queries in a simple code that can be used to understand why the issue occurred. These signals are put into different streams like Product, Process, and L&D to bring in changes and enhancements that reduce contact from customers.- Designed a training model that helps in onboarding a new employee and acts as a refresher for the existing employees. - Owned the US region accounts portfolio worth $12M. Guided a team of 15 TAMs where we built strategies to solve the communication gap between GTM and Support Teams. Overhauled partnerships between other functions in the CXG organization and removed any bottlenecks to run TAM operations effectively.- Worked on a project to quantify a TAMs effort and worked with my team to evaluate, implement and adopt Freshsuccess to track any communication with customers.

- Held a portfolio of accounts worth $1.5M in ARR where I was responsible for maintaining and solving for any issues and new requirements. - Through regular cadences helped my customers increase adoption of the product by taking an agile approach towards introducing changes. - Created value proposition for other products in freshworks by iterating the changing demand in the support space and keeping up with the competition. - Mapped out the support process to identify gaps and waste. Led and worked with a group of colleagues to improve processes across all support functions to improve targeted KPIs. Created documentation materials for future references.- Mentored 16 colleagues in the UK region comprised of Technical Account Managers and Product Specialists. Helped scale them to Enterprise TAMs, TAMs, and L2s through regular conversations and structured upskilling methods.- Enabled collaborations across support regions to ensure effective knowledge sharing and team bonding.- Conducted and coordinated a series of fun events and games over the span of a week on the account of Customer Service Week.

- Helped scale the onboarding team in London and Berlin from a team of 2 to 6 across CX and ITSM.- Onboarded and solutioned for customers across the CX suite in the EU and UK region with an ARR value of $2M. - Created a structured approach towards implantation based on customer verticals to onboard customers effectively and set them up for success.- Worked on creating a forum between the field GTM team and the Product team to create a feedback loop and emphasize the signals/trends we get from customers.- Responsible for training and knowledge sharing with the Account Managers to help position the product better.- Worked on setting up the paid Implementation model in the EU and UK region.

- Worked with Enterprise customers as their Technical Account Manager and acted as the single point of contact for any - Was part of a core team to help the support function analyse the trend of issues raised by customers; this helped improve the product roadmap to cater to the existing customer base.- Visited customers onsite in the India region to conduct health checks on their setup and arrive at a strategy to improve the process, further strengthening the partnership.

- Worked out of the London office to help with presales and onboarding. Worked with a small team of AMs to understand each deal and created tailor-made value propositions.- Visited existing customers to strengthen the partnership and understand any pain points in the solution implemented. Ideated solutions for those issues.- Conducted training sessions for the AMs on new features and enhancements to the products.

- Worked with Mid-Market customers as their Technical Account Manager and acted as the single point of contact for everything Freshdesk.- Collaborated with the Product, Engineering, and Customer Success functions to design solutions that cater to the requirement for my portfolio of accounts.- Helped onboard new colleagues and worked with my managers to plan success metrics that helped track their progress

- Resolving product or service problems by clarifying customers’ complaints; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.- Supported customer queries over Email, Chat, Phone, Social, and Forums.

- Worked as a tech support agent for a VOIP provider, Vonage. Addressed issues about connectivity, installation, call quality issues, and billing over phone and chat.- Documented every case and followed all SOP to ensure the highest quality as per organisation standards. - Acted as a subject matter expert and an escalation point of contact for the team. Guided new team members on the existing processes and helped them scale technically.