Dec 2018
Present
Support Engineering Manager
Appfire Technologies
Hyderabad, IN
Appfire is a global provider of software that enhances, and connects the world’s leading platforms to make work flow.
Customer Service
- Championed customer service by driving the rNPS to above 90% for the top customers. Redefined KPIs and aligned with company's OKRs.
- Maintained CSAT at 3.9/4.0 over the years with focus on loyalty and Customer Relationship.
- Service Governance to monitor, control and improve service quality
- Influenced the mission of the Support team viz., deep sense of customer empathy, trust, troubleshoot & collaborate
ITIL Process
- Maintained KPIs and dashboards for day-to-day monitoring and controlling of the customer issues
- Guided the team in implementing 100% SLA adherence, and improving operational efficiency
- Focused on developing and implementing a strong foundation of inter-team processes, run books and controls that helped deliver high performance
- Pitched in with various product improvement proposals; Three out of six proposals were accepted in the last two years.
Strategic Projects & Artificial Intelligence
- Spearheading Atlassian Cloud migrations to help preserve ARR from DC to Cloud; $ 30 million preserved so far with more up-sells this year
- Executed a strategic roadmap for AI integration within ITSM, focusing on real-time intelligence using ChatGPT towards solving customer issues; 50% productivity gain has been achieved as a result since less than a year; Deflection rates reduced by 80%
- Strong knowledge of the Atlassian Eco-system, part of the team involved in competitive analysis of Appfire's products
Program & Change Management
- Accelerated operational plans and governance needed to implement technology standards during special situations like the One Appfire Migration program
- Pioneered the change process introduced by the acquisitions and AI using the ADKAR model and facilitated the embracing, adopting and sustaining aspects of the change
Leadership
- Empowered the global team by keeping it informed, involved, interested, and inspired through team collaboration activities
- Led global technical support skills assessment & training initiatives, resulting in extensive up-skilling and cross-skilling in Appfire products
- Presented at inter-team international summits on topics like AI, Migrations, Work culture
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