Vidhya Vijayakumar Email & Phone Number

California, United States

South Brisbane, Queensland, Au

Mountain View, California, Us

Mountain View, California, Us

San Jose, California, Us

As a Customer Experience Operations Manager, my main goals are to help our customers succeed and guide our team to provide a great Customer Experience.To reach this higher goal, my day to day responsibilities include but are not limited to:- Customer Support Account Management for strategic accounts- Work with Customer Sales and Success teams to manage Strategic Enterprise accounts to triage their past RFE and bug reports. - Managing all Escalation cases to help reach a reasonable resolution in the shortest time- Conducting regular meetings with Engineering and Field teams to gather important information about our Product and Customers' experience with it. - Reviewing Agent Ticket Responses on a regular basis to optimize metrics for First response and Closures times- Administering Zendesk ticket management system to generate relevant reports and automation- Analyzing multi-component product logs with Engineering team to debug and find root cause.- Creating and Monitoring internal JIRA reports to help team keep track of all responses and inquiries from our Engineering team- Enable entire team to create Community content (Articles and Training Videos) to help our customers help themselves. - Conducting regular meetings with customers to help prioritize the reported Bug and RFE tickets- Packaging and maintaining a list of all patches and fixes provided to customers for every version- Working with Product Management team to prioritize RFEs from customers to feed into forecast decisions- Proactively communicating to customers any updates affecting the customer experience- Handling all Release Announcements- Managing Zendesk and Sharefile users and content- Creating NPS surveys about our products to better enhance the customer experience- Manage license Generation and automation using Zendesk and Sharefile API: working closely with Engineering team to keep up with product licensing changes

San Jose, California, Us

Electric Cloud specializes in Enterprise level tools that can Accelerate and Automate your build, test and deployment processesAs a Technical Customer support Engineer, my responsibilities included, but was not limited to- Working one on one with customers to solve their technical problems faced with our product- Using Zendesk to effectively communicate with customers while meeting SLA.- Answering questions from customers and prospects about the features and capabilities of our enterprise grade software- Effectively reproducing customer reported bugs in house using Vagrant and VMware resources in Linux and Windows OS. - Developing customer-facing knowledge base and training videos on an as-needed basis.- Reviewing Help documentation on a regular basis to provide suggestions for improvement- Assisting with training customers and new employees on the product- Managing and Automating Product license generation- Manage Company's Sharefile FTP site accounts and contents.

San Jose, California, Us

Since CloudBees' acquisition of Electric Cloud, we have been busy working on merging and overhauling our processes. Along with these new projects, its business as usual as we work tirelessly to maintain excellence in Customer experience for our strong customer base.