Rama Krishna Goberu

 Results-oriented Program & Support  Manager with 19 years of experience in IT leadership, delivering high-impact customer experience, managing large-scale projects, and driving AI-enabled excellence. Proven expertise in Technology Innovation, leading 24 x 5 Global Customer Success teams and Customer Retention.

Key Skills

Program Management
AI Integration
Customer Experience
Change Management
Jira and Confluence
Product Management

Professional Experience

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
Jan 2007
Oct 2012
Software Support Engineer and Project Manager
Noetix, GrowBig IT, Virtusa, Vitesse Semiconductor Hyderabad, IN
  • Helped Noetix Views customers solve their technical issues
  • Helped build a web-based app for educational needs
  • Architected and reverse-engineered a telecom project
  • Helped drive and project manage ERP transformation project to Oracle Apps

Dec 2000
Jun 2002
Developer Support Engineer
Microsoft Charlotte, US
  • Helped MS Visual Studio customers solve their technical issues
  • Created many satisfied customers using Microsoft's support paradigm

Education

Sep 2015
Nov 2016
Senior Management Program in
Indian Institute of Management
Dec 1998
Dec 2000
Master of Science in
University of North Carolina

Certifications

2011
Project Management Professional (PMP®)
Project Management Institute
2022
Change Management Practitioner
Prosci
2015
Certified Scrum Master
Scrum Alliance
2021
Atlassian Certified Professional
Atlassian

Achievements

2024
1st Prize in AI Category, Appfire Ignite
 Customer Service AI app was ideated, designed and developed for improving the team's productivity. 

2024
Process Improvement Award, Appfire Ignite
 Knowledge base AI app was ideated and designed to create KB content for the Support team. 

2024
AI Technology Enablement in Product Support
Innovated and program managed custom AI models leading to a productivity gain of 50% 

Languages

English
(Native)
Hindi
(Fluent)

Get in touch with Rama Krishna