Vikram Aditya Email and Phone Number
Hi there! 👋 I'm Vikram.As a Senior Product Support Engineer at Sprinklr and an aspiring Product Manager, I bring approximately 4 years of hands-on experience in optimizing support processes, managing high ticket volumes, and enhancing customer experiences across social media and tech domains, working with prominent brands like Prada, Microsoft, Google, and Louis Vuitton to drive impactful business value.In my role, I lead 0-1 support operations for Sprinklr key products, ensuring timely deliverables and consistently high customer satisfaction.Holding a Bachelor of Engineering in Computer Science from MVJ College of Engineering provides me a solid foundation in technology and problem-solving.With a strong understanding of customer experience and technical knowledge, I effectively bridge business and technical requirements, enabling seamless alignment of user and business stakeholder needs.I'm an aspiring Product Manager with a strong foundation and well-rounded skills in Product Management and I’m passionate about building meaningful products that make a real difference and enhance the user experience. I am proficient in using tools like Figma, Jira, Sketch, and others to drive product success and create business value.On a personal note, I'm driven by self-improvement and believe that growth—both professionally and personally— is always possible. I enjoy reading books, listening to podcasts, and playing cricket, which I have played up to the state level and still play to relax and recharge.
Aakash Technology Innovation Lab
View- Website:
- aakash.ac.in
- Employees:
- 15135
-
Associate Product ManagerAakash Technology Innovation LabIndia
-
Senior Product Support EngineerSprinklr Nov 2023 - PresentBengaluru, Karnataka, India• Took the initiative to oversee support operations and timely movement of all support cases for the Insights product and its Display subproduct, managing a high ticket volume of around 15,000 cases annually. • Provided technical expertise to resolve complex cases and facilitated collaboration across Product, Engineering, and Support teams.• Implemented automated tagging for 100% of support tickets by categorizing all cases into L1 and L2 levels, enhancing routing efficiency by 30%. This streamlined process reduced backlog by approximately 10% YoY.• Conducted training sessions with Product and Engineering teams, auditing longer TAT cases to identify themes and creating 15+ guided paths for common issues.• Supported resource planning for 10+ client live events per quarter, coordinating with cross-functional teams to ensure seamless execution and customer satisfaction.• Actively engaged in resolving over 85% critical/P1/PO escalations within the first 72 hours, for clients like Prada, Microsoft, Google, Louis Vuitton, and Nike.• Established a cross-module training program for all team members, enabling independent support for all Insights products, reducing reliance on individual engineers.. Onboarded and mentored 6 new team members using a structured plan, cutting their time to proficiency by 50%. -
Product Support Engineer IiSprinklr Apr 2022 - Nov 2023Bengaluru, Karnataka, India• Engaged with external social media managers, IT professionals, and call center agents to diagnose and resolve product-related technical issues closing over 3,100 support tickets in 20 months, significantly exceeding the average target of 1,200 to 1,400 tickets per year and the goal of 6 cases per day. Achieved a Customer Satisfaction Score (CSAT) of ≈ 9 out of 10.• Acted as the primary Point of Contact (POC) and Subject Matter Expert for all Display module cases within the Sprinklr Insights module, contributing to $50 million in total Annual Recurring Revenue (ARR).• Worked with the Display Product Team to recommend themes from support cases, resulting in the creation of over 50+ knowledge base (KB) articles enabling customers to access self-service solutions and reduced overall incoming ticket volume by 5% each quarter.
-
Product Support EngineerSprinklr Mar 2021 - Apr 2022Bengaluru, Karnataka, India• Joined as one of the first hires in the Command Center @Sprinklr, collaborating daily with 2 project managers and 5 software developers to document and implement support processes for major clients like Airtel, Amazon, Walmart, and Samsung.• As part of the initial setup of the Command Center, gained valuable insights into processes, operations, client support protocols, and service delivery frameworks while directly supporting these major clients.• Trained and upskilled a team of 9 new hires by creating comprehensive documentation, including Standard Operating Procedures (SOPs) and a detailed playbook. This equipped them with the knowledge to excel in their roles, and reducing training time by 40%.• Recognized as a Best Performer in the Command Center Team among 12 team members, leading to a transition to the core module team (Sprinklr Insights) as an L2 Product Support Engineer just after 9 month in the role.• Resolved approximately 30 customer support tickets weekly while ensuring compliance with various service level agreements (SLAs), achieving over 95% SLA compliance and consistently meeting support engineer targets.
-
Research AnalystEdureka Sep 2020 - Jan 2021Bengaluru, Karnataka, India• Created PowerPoint presentations, PDF for instructors and developed practical Python notebooks in Jupyter and Google Colab for the Advance Executive Program, encompassing 40 hours of Machine Learning content, which achieved a 73% completion rate among participants.• Created content for the Data Science Post Graduation Program, including: 1. Co-creator of Probability and Statistics module which included a case study on German Credit Dataset. 2. Created Python and Collab notebooks for the Deep Learning and NLP courses within the same program utilized by over 300+ learners.• Designed, developed, and recorded 10+ Python notebooks to explain key mathematical concepts in Machine Learning, like Linear Regression and Neural Networks. This helped improve learners understanding and resulted in an average feedback score of 4.1 out of 5 on 180+ satisfaction surveys.
Vikram Aditya Education Details
-
Bachelor Of Engineering - Be
Frequently Asked Questions about Vikram Aditya
What company does Vikram Aditya work for?
Vikram Aditya works for Aakash Technology Innovation Lab
What is Vikram Aditya's role at the current company?
Vikram Aditya's current role is Associate Product Manager.
What schools did Vikram Aditya attend?
Vikram Aditya attended Nextleap, Mvj College Of Engineering, Bangalore, India.
Who are Vikram Aditya's colleagues?
Vikram Aditya's colleagues are Ramandeep Kaur, Abhishek Khandelwal, Mrinal Ghosh, Sweta Paul, Anurag Biswas, Senthil Murugan, Wasiya Muzaiyyan.
Not the Vikram Aditya you were looking for?
-
Vikram Aditya
Bengaluru -
-
vikram aditya
Bengaluru -
Free Chrome Extension
Find emails, phones & company data instantly
Aero Online
Your AI prospecting assistant
Select data to include:
0 records × $0.02 per record
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial