Feb 2013
Present
Program and Support Manager
Appfire Technologies Pvt. Ltd.
Hyderabad, IN
Appfire is a provider of software that enhances, extends, and connects platforms to make work flow, from planning to product ideation & development.
- Spearheaded Custom AI-driven models' Program Management using ChatGPT and Appfire BigPicture and saved 30%- man hours with technology enablement
- Delivered quality outcomes in services engagements worth $ 20 million per year and up sell and cross selling of Appfire apps
- Championed the cause of customers by driving technical teams deliverables; Implemented a customer support strategy aligned with business goals
- Oversaw multi-channel support (email, phone, live chat, in-app); Implemented AI-driven support execution to optimize response times and customer interactions
- Established and monitored KPIs (e.g., 5/5 CSAT, 85% deflection, resolution times) to measure customer success and business impact
- Acted as the voice of the customer, ensuring insights drive product innovation; Created feedback loops with product, engineering, and licensing teams
- Hired, mentored, and retained top customer support talent; Fostered a culture of continuous learning and professional growth
- Guided and empowered a team of ~24 members in implementing process improvements, resulting in a 50% increase in operational efficiency
- Designed a 24/7 global support structure and ensured compliance with data privacy regulations (GDPR, CCPA); Managed large-scale, global Atlassian service delivery across multiple verticals
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