Parminder Sahni Email & Phone Number

Santa Clara, Ca, Us

Redwood City, Ca, Us

Sunnyvale, California, Us

Manage and mentor global 24x7x365 geo dispersed teams - People, Product, and Processes.Execute hiring, On-boarding, Training, Product Certification, Development Plan, Organizational Goals and Objectives, and Team AppraisalsManage Customer Support metrics as they pertain to customer satisfaction - CSAT, SLA, TTR, Backlog, Team Productivity, Engineering escalation, and Customer retentionVendor management and business relationshipManage business process improvement, product supportability, and serviceability, vendor selection, investment strategies, and systems integration - CRM, ERP, Support portals, Knowledge Bases and Online CommunityEscalation point for Executive engagement

San Jose, California, Us

Build and managed worldwide effective Technical Account Manager program, team and structure to meet the company’s growthManage escalated issues for TAM accountsManaged Partner relation and internal cross-functional activitiesEnable sales to up sell, cross-sell servicesProactively identify opportunities process improvement and customer satisfactionCreate and manage MBOs for the team

Santa Clara, California, Us

• Direct management responsibility for worldwide support escalation team(s) and worldwide technical account managers• Influencing product directions and supportability by providing input on Product Requirements, Functional Specification and Product road map discussions• Reducing top contact drivers by providing timely, detailed reports on support incident trends to Product Management and Engineering• Scale current processes, procedures, infrastructure to meet growth • Manage Support metrics as they pertain to customer satisfaction - CSAT, Backlog, Team Productivity, Engineering escalation, Top Call drivers• Support related projects - Product Supportability and Serviceability, Engineering SLA, Product Release strategy

Austin, Tx, Us

• Developing and achieving Technical Support objectives and goals to support the organizational vision.• Manage and mentor Support Managers, Technical Account Managers and Technical Teams• Execute Support hiring, NHO, Training, Product Certification, Development Plan• Ensuring targeted service and performance standards are achieved or exceeded.• Champion customer advocacy, collaborate with and influence support interfaces leading to excellent customer experience with services and support • Manage Support metrics as they pertains to customer satisfaction - CSAT, SLA, TTR, Backlog, Team Productivity, eSupport, Engineering escalation and Customer retention• Support related projects - Support Center Practices Certification (SCP) standards, Product Supportability and Serviceability, Engineering SLA, Product Release strategy, Early Adopter Program (EAP), Intern program

Austin, Tx, Us

• Manage and mentor Sr. Technical Support team• Produce and implemented Support processes and procedures • Manage Support metrics as they pertains to customer satisfaction - CSAT, SLA, TTR, Team Productivity, eSupport, Engineering escalation• Execute Support hiring, development plan, training, organizational goals and objectives and team appraisals• Escalation point for customer issues critical to the company• Coordinated and facilitated support issues at cross-functional and inter-organization meet - Sales, Engineering, PM, Marketing• Team member for Support readiness, integration and training• Project manage the Support specialization, Product Supportability and Serviceability, Release Notes, Engineering escalation and CRM reporting

Sunnyvale, Ca, Us

• Manage technical and field resources company wide for Critical Situation organization• Oversee Support hiring, development plan, organizational objectives and goals• Manage strategic customers, Sales escalation and key Support projects aimed to improving customer satisfaction and Product supportability• Manage KPI, Training, assisted with Systems tools and eSupport for support organization• Coordinated and discuss customer issues with cross functional teams, other organization and worked as a customer advocate• Review and prioritize product issues with Sustaining, Engineering & Product Management team & personnel issues with Human Resource team• Provide regular status updates to customers, Sales & Executive team• Prepare and discuss Quarterly Business Review and Post Mortem

Sunnyvale, Ca, Us

• Manage Field Escalation organization and functions as a single point of entry for all Technical Support related field escalations, by either Sales organization, Customers or Support Partners • Review Account history, discuss and implemented success critical and Action plan• Prioritize open issues and resolution status within CS&S and other organizations • Regular status updates to customers, Account and internal reporting• Prepare and discuss Post Mortem as a part of de-escalation• Added Articles to Knowledge database based on Field Escalation experience

Sunnyvale, Ca, Us

• Provides leadership and mentoring to the team of Level 1 and Level 2 support engineers• Actively participate on team meetings, assists and ensure that team meets all of the support measurable, organization goals and objectives• Develop and communicate support best practices to the team• Provided technical support to internal, external customers and Support partners • Diagnose, reproduce and submit hardware/software customer issues with Escalations team• Mentor, training for new hires and wrote, review and publish KB articles• Assigned technical resource for Account considered critical to the company • Establish and maintained Support network lab for customer reproduction testing• Support liaison for Engineering and third party vendors

3 Years, Business Administration

Networking Systems Administration, System, Networking, And Lan/Wan Management/Manager

Busniess