• Heading 15x7 customer support and operation team for Eros Now streaming product.• Participate in weekly cadence meeting with Product Management team to discuss the product feedback and burning issues comes through Desk tool from customers across the globe.• Initiated Customer Retention team to engage with the cancelled customers to retain. • Monthly meeting with all payment gateways like Braintree, PayU Biz & Paytm for fighting all chargebacks and refunds.• Mentor of Content Writer to update the Help Center page for ease access by customers.• In charge of replying all customers reviews on Google, Apple, Amazon & Roku play stores. • Hiring and training of new and existing resources.• Generating and sharing of all reports (Customer Support, Review & Rating analytics & Retention) with the stakeholders and publishing them on Atlassian Confluence.

Heading 2 big teams (24x7 Customer Support & Account Management team) for the organization. Specifically, accountable for managing and supporting 3 Account Managers and 5 Technical Support Engineers. Responsible for high customer satisfaction along with revenue generation through upsell & cross sell. Leadership team with strategic initiatives within the organization. Introduced on-demand account manager in Account Management team and have initiated variable bonus process for each team.

Key Account Manager for 10+ global customer to deliver standard / customized Website, Mobile and TV apps across all devices (from Desktop to iPad, Android to iOS and Fire TV to Roku) along with client on-boarding, upsell, cross-sell & consultation.

• Responsible for managing prompt resolution of global and national customer’s service requests using ticketing system, email & chat of a very complex SaaS based enterprise product.• Work closely with Product, Development, QA, Sales & Marketing to ensure high level customer satisfaction with all transactions.• Responsible for providing demo for newly added features to the product upon a request from the clients.• Responsible for customers integration issues and promptly follow-up with internal teams.• Provide technical, business, and product knowledge in support of driving customer success.• Work directly with the customer to understand their short and long-term goals and objectives which is related to the platform.• Engage myself to educate the client on how new and existing features can enhance their business process. • Proven leader in driving success in customer facing roles.• Managing 24x7 support cycle efficiently with proper coordination between the team members to satisfy the customers need like Sony, TATA & UBER.

•Work with Regional Manager to provide pre/post-sales Technical support and also Work with the local sales team including BDM and ASM to design, propose, and close new deals/opportunities with customers for K7 Consumer & Enterprise product for Odisha region.•Demo installation, product configure and briefing to Partners, SMB and Corporate clients.•Conducting one and group training at partners label about company, product, features and general troubleshooting.•Provide advice to Partners and Engineers about new Product updates, new features, new benefit program with regular visit and interaction for the state. •Worked closely with customers on the technical requirements to provide technical solutions – Identified requirements, including technical details sufficient for product definition.•Collecting new virus samples and false positives from strategic and enterprise clients.•Admin for regional resources like attendance monitoring, leave process coordination etc.

Scope:-1 - Resolving technical issues for consumer and enterprise segment of K7 AV.2 - Demo installation, product configure, product training to SOHO and Enterprise client.3 - One and group product training, features explanation, general troubleshooting, product configuration details to Partners and Engineers.4 - Regional escalation handling.5 - Collecting and analyzing virus sample.6 - Admin for regional resources.

It is a national government project of IBM India Limited (SI) for CBDT(Central Board of Direct Taxes) and FMS Helpdesk operation is driven by Kaizen IT Services Pvt. Ltd., the IBM National Service Partner for entire Eastern India. Scope of work:• Technical Support Services :-The scope would include L1 & L2 support of all the Desktops, Printers, Scanners, UPS, Network equipments, ITD Application & other supporting peripherals and softwares. • Vendor Management Services: –To coordinate & follow up with all the relevant vendors of the Dept. for all IT assets, to ensure user issues are resolved in accordance with the SLA of the Vendor. Also to maintain vendors database with call escalation matrix.• Asset Management Services :-To create and update all IT assets along with OS and other departmental software database for all location under the Dept. Also to maintain warranty and AMC details with IP addresses of the hosts.• Administrative and Liaison Services: –To maintain all documentations related to material movement and new attached. Documentation of Network diagrams, manuals etc. Also to liaison with users to concerned premises for utilities related to IT infrastructure.