Sai Ram Pulluri Email & Phone Number

Hyderabad, Telangana, India

Hyderabad, Telangana, India

Experience in managing complex IT infrastructure, Operations, and working with high-demand Engineering and customers.Extensive knowledge of Customer Success Platform migrations evaluated and handled multiple migrations successfully.Thorough follow-up with Product Managers and Engineering captains on backlog refinement own the story-level progress tracking, risk assessment & reporting for a product release.Accountable for the quality of delivered services, communication, support tickets, and escalations.Handle high ticket volume(10-15 tickets per day) and document unique problems along with the stepsfollowed for the resolution.Work closely with the engineering team to resolve any complex cases and provide feedback on theproduct.Analyze ticket volume and provide solutions(KB articles)to standard cases.Continue routing or providing an initial response to new customer question/problem posts within 2 business days. Lead quarterly meetings with management to review Community metrics and tell a story with the metrics.Manage team’s performance to ensure all KPIs and Service Level Agreements are met. People management includes hiring, goal-setting mentoring, and progressive discipline. Manage escalations for all technical & procedural issues on incident management, problem management, implementation, change & release management.Proven record in Hiring and developing talent with varied experience. Creating an open, energetic, and problem-solving culture in the team.Data cleanup was the biggest challenge that grabbed my interest.

Hyderabad, Telangana, India

Accountable for the quality of delivered services, communication, support tickets, and escalations.Document unique problems along with the steps followed for the resolution. Manages ticket volume by assigning to team members.Work on any high/urgent/escalated tickets to reduce the burden on the team.Conduct weekly 1:1 with team members, management to understand any pain points to take them asOKRs and improve the work culture in the team.Prepare KT documents thus it can help new members in the team to solve issues quickly.Work closely with the engineering team to resolve any complex cases and provide feedback on theproduct.Participate in bug bashes to improve the product experience.Handle monthly releases from support.

Hyderabad, Telangana, India

Collaborate with a team of PM, DEV, and QA to release features and prioritize the backlog.Coordinate the release every month being the focal point of contact for the QA, Dev team for all the escalations related to testing and Quality assurance.Helps the Product Manager in prioritizing the Product Backlog.Maintain different environments(Pre Pord, UAT environment, and demo orgs)Drive introduction and adoption of new features to selected customersResponsible for Gainsight application configuration, including rules, reports, dashboards, Calls to Action, Success plans, playbooks, health scores, surveys, JO, and relationships.

Hyderabad Area, India

Gainsight is Leader in Customer Success Management across the SaaS B2B industry, a new and vital role is being established and developed.

Hyderabad Area, India

Today Verizon Communications Inc. (NYSE, NASDAQ:VZ), is a global leader in delivering broadband and other wireless and wireline communications services to mass market, business, government and wholesale customers.