Shyam Prabhal Email & Phone Number

Chennai, Tn, In

Wilmington, Delaware, Us

- Established the Account Management function at Kissflow to manage the post sales lifecycle for all Enterprise customers worldwide- Built a team of Technical Account Managers (TAMs) aligned globally to manage customers in their respective regions- Responsible for hiring, training, mentoring and ongoing coaching of TAMs to ensure successful customer onboarding, adoption, retention and reference- Setup scalable and repeatable processes for internal engagement with Sales, Engineering, Product, Marketing, Finance, etc- Develop framework for periodical engagement with customers via recurring meetings, newsletters, MBRs/QBRs and periodic onsite visits- Host regional customer engagement events to strengthen relationship with customers and create a community of Kissflow users- Organize webinars and onsite trainings/workshops to educate customers on latest product features and releases- Handle critical escalations and work with cross functional teams to drive issues to resolution- Align customer engagement and activities with the primary focus to reduce churn and increase NRR- Establish relationship with Senior leadership teams and C-level executives to position Kissflow as a strategic business partner for long term success and growth

San Jose, California, Us

San Jose, California, Us

• Founding member and Global leader of Cohesity’s Technical Account Management team responsible for defining, designing and developing the TAM Program• Successfully built and scaled a team of Customer Success focused TAMs supporting Cohesity’s top enterprise customers in AMER, EMEA and APJ regions with emphasis on product adoption, footprint growth, expansion and retention• Responsible for managing full P&L with healthy margins and revenue growth QoQ• Interview, hire, onboard and train TAMs to be successful in supporting their customers as trusted advisors and post-sales account managers• Provide guidance, direction and coaching to the team on day-to-day customer activities including onboarding, proactive engagement, escalations, QBR, analytical reporting and health checks; engage directly with customers as needed to ensure excellent Customer Experience• Continuously evaluate and develop team skillset by providing additional product training, SME access, bootcamps• Build strong relationship with key customer contacts at various levels including C-level staff and represent Cohesity leadership at QBRs, EBCs and other customer meetings • Drive feedback from customer interactions to internal teams to improve overall product and develop creative solutions to address customers business needs• Create successful campaigns with Product Management teams to increase product and feature adoption on TAM supported accounts; track and prioritize RFEs• Focus on high NPS, CSAT scores and actively follow up on customer concerns• Collaborate and lead cross-functional initiatives across Engineering, Product Management, Support, CAP, Sales, Marketing and other internal teams within Cohesity• Define, track and report quarterly OKRs on KPIs specific to adoption, growth, renewals, SLAs, etc to align with company goals • Build and develop new Service offerings including Platinum Service, Global TAM and Dedicated TAM models to adapt to growing customer and business requirements

Round Rock, Texas, Us

• Lead a customer facing team of Dell Technical Account Managers (TAMs) to deliver pro-active support services to Dell’s Premium Enterprise customers• TAMs serves as the Single Point of Contact (SPOC) and trusted advisor for support planning and technology decisions for their customers• Direct, facilitate, and administer ITIL based service support processes utilized by the team• Services include proactive support through diagnostics, analysis, reporting, maintenance, recommendations, service level management and configuration management as well as resource coordination, customer management, problem management and communications at various levels during services engagements• Handle escalations, manage and drive problem-solving efforts between customers and services personnel across various groups within in the company• Collaborate and partner with Sales Teams, Services Marketing, Product Management, Engineering, Customer Care, Tech Support to ensure a unified account strategy• Visit customers with team members for business reviews, account planning and strategy sessions• Collaborate with regional and global leaders to ensure consistency of delivery; adherence to standard processes, best practices and continuous improvement• Works closely with senior management and across functional groups to develop effective strategies and programs as it relates to the delivery of the ProSupport Plus service offer• Manage the hiring, staffing and maintaining of a diverse and effective workforce• Responsible for career development/planning, performance and pay discussions of team members• Set KPI’s, individual goals and ensure team meets established performance metrics• Responsible for training and mentoring for cross functional teams to ensure that process guidelines are understood and followed

Round Rock, Texas, Us

• Manage and own the overall post-sales technical relationship with Dell Enterprise / OEM customers and be responsible for the total customer experience • Effectively lead and manage a team of regional TAMs across AMER, EMEA and APJ• Serve as the trusted advisor and single point of contact for all Support and Services needs from successful onboarding through the entire lifecycle• Be the voice of the customer within Dell at various levels and influence product and services development to better suit customer and market needs• Ensure service delivery consistency across 175+ countries globally• Maximizes the value of customer’s investment in Dell products and services by providing exceptional customer service that leads to future business, renewals and retention• Manage support escalations by leading troubleshooting efforts and if needed, engage Tech Support, Eng and Dev resources to further investigate and drive problems to resolution• Lead complex service delivery processes, develop creative solutions to complex problems, and ensure contractual support service deliverables are understood and managed effectively• Create and maintain tailored customer Account Plan and Support Operations Guide that is executed and regularly reviewed throughout the TAM engagement• Work closely with key stakeholders at various levels within the accounts, thereby developing and maintaining an effective working relationship• Ensure effective ownership, communication, coordination, and facilitation of support service activities between the customer support teams, account teams and field service personnel• Identify and align business and IT objectives; discover customer pain points and offer recommendations by recognizing customers current and future IT needs• Compile, analyze and interpret statistical data and trends relating to service level and operational effectiveness• Present Quarterly and Annual Business Reviews to customer’s senior management and Dell executive leadership

San Jose, Ca, Us

• Provide architecture, design, migration and optimization of Storage Area Networks using feature rich Cisco MDS and Nexus product lines for Service Provider and Enterprise customers• Act as the initial point of contact between customers and Cisco for all technical discussions• Provide ongoing support and project management to assist with overall delivery; provide better visibility and organization of customers data center events and Cisco support including account kickoff, weekly conference calls, preparation and presentation of quarterly business review, 90-day planning • Responsible for delivering technical lifecycle service including Planning, Design and Implementation (PDI) of SAN based solutions within a Data Center• Perform SAN Health Check Assessments to compare customers existing SAN with Cisco and industry best practices; document and present a detailed technical report with findings• Optimize existing SAN environment by making recommendations based on Health Check results to build a scalable, secure, manageable and reliable SAN thereby increasing data center performance and efficiency• Proactive software recommendation to provide strategic and tactical approach to managing current and future software levels• Support performance and validation testing on applications and technologies based on a review of business requirements and objectives; collaborate on a test plan and analyze requirements such as platforms, topology, protocols, and configurations; provide reports describing test findings and recommendations • Provide training and knowledge transfer sessions to customers on latest features in software and hardware, optimization techniques, upcoming and recent changes in their data center to enable more efficient use of existing resources by enhancing staff skills • Assist customers onsite or remotely with critical outages, software upgrades and scheduled maintenance by collaborating closely with TAC and Cisco software development teams

San Jose, Ca, Us

• Provide second line phone/email consultation to independently debug complex network problems• Provide Network and Solution level Problem Resolution; Root-Cause Analysis, Software Referral assistance as per contracted agreement with customer• Work on problems of diverse scope where analysis requires evaluation of identifiable factors• Effectively utilize moderate to complex lab setups to recreate and solve problems• Submit complete and correct DDTS reports in area of expertise• Interact across TAC teams and development teams at peer level to solve customer issues• Apply analytical skills and technical knowledge to solve product and network problems of moderate to high complexity• Provide technology/product training and intellectual property material as required• Mentor and train new TAC engineers

San Jose, Ca, Us

- Monitor the case-tracking tool for recreate requests. Locate and interconnect physical layer components. Establish layer 2 and layer 3 connectivity and load appropriate IOS images when required. Complete cases within specified time frame.- Update and maintain the Inventory Tracking Management and System for all equipment within CALO labs.- Maintain lab cleanliness.- Install and remove equipment within CALO labs.- Enforce lab policies and assist with ISO compliance.- Upgrade memory for routers, switches, and PCs.- Build and maintain lab computers.- Provide peer training and mentor newer coops.- Identify equipment shortages and notify permanent CALO personnel.- Provide general lab infrastructure support.

Master Of Science (Ms), Electrical And Computer Engineering

Be, Electrical And Electronics Engineering