Aftab Ahmed
Belgaum
Summary
Results-driven Technical Account Manager with over 11 years of experience in comprehensive post-sales support, including onboarding, deployment, product activation, and customer adoption. Proven expertise in escalation management and driving expansion through upselling and cross-selling initiatives. Recognized as a trusted advisor for enterprise and premium customers, ensuring successful journeys and enhanced overall experiences. Committed to fostering strong relationships that lead to customer satisfaction and long-term loyalty.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Technical Account Manager
Cohesity
02.2024 - Current
- As a technical account manager, I work with the enterprise / platinum customers of the Cohesity to assist in post sales activities.
- As a TAM, my engagement with the customer starts right from the deployment phase and goes on throughout the customer journey where-in I collaborate with multiple internal stakeholders to ensure all the required assistance is provided to the customer to enhance customer experience.
- Driving Product Activation and Adoption
- Driving escalations by partnering with internal stakeholders as well as customer to deliver a better experience by reducing the overall TTR and delivering formal RCA to the customers
- Working with the customer to achieve success with their goals for products and services the customer is entitled
- Working closely with Sales / Accounts for Upsell, Cross sell and Renewal opportunities
- Working with Product management for the customer feature requests as well as delivering an understanding of product roadmap to the customers.
- Partnering with support team to deliver timely updates and resolutions for the customer’s break-fix issues
- Conducting QBR (Quarterly Business Reviews) to provide an overview of the success achieved in the current quarter and next strategies.
- Conducting Product demo / walkthrough to assist customers to increase the efficiency in product usage/adoption.
Customer Experience Manager
Rubrik India Pvt Ltd
05.2022 - 02.2024
- As a customer experience manager, I work on dedicated assigned customer accounts as post sales trusted advisor. Each of the accounts has on or above $2.5 Million TCV. Managed 5 Enterprise accounts.
- Partnering with the Product Team, Engineering and Support to cater to customer’s requests.
- Assist in product walkthrough/ Demos, Adoption and Expansions.
- First point of contact in addressing escalations. Working with internal stakeholders such as Engineering and Support in providing root cause analysis as well applying preventive/corrective measures.
- Partnering with the Professional Services Team for the Deployments / Migrations.
- Monitor all active support tickets and coordinate with support to drive them towards resolution.
- Conducting recurring health-checks of customer environment and lay out Goals / Plans [Near term and Long Term] to help the customer to be successful in the organization and bring value on the services the customers opted for.
- Review customer environment and recommend code upgrades with the best suitable release that can cater to new features that aligns with the customer requirements.
- Review security best practices and assist in being compliant to the recommended security hardening features.
- Partnering with the Sales and Accounts team on Service Renewals, Expansion, Upsell and Cross Sell Opportunities.
Senior Customer Success Engineer
Rubrik India Pvt Ltd
07.2019 - 05.2022
- My work involved interaction with customers around the globe and assists them in resolving technical issues relating to Firmware upgrades, hardware and software issues as well as implementation of Rubrik CDM and backup environment. My day today work involves handling critical technical issues and escalations to drive them towards fix.
- Been part of POCs alongside Sales Team and Product management.
- Involved in onboarding customers for Rubrik’s RADAR & SONAR [a security platform to protect data against ransomware and compliance platform]. Delivered product walkthrough for the same.
- Collaborated with the Engineering and Accounts team during the escalations in order to provide RCA.
- Worked with customer success management team for onboarding customers on O365 protection and delivered product walkthrough.
Technical Support Engineer II
Dell EMC
10.2014 - 07.2019
- Working on technical issues relating to Storage hardware, Upgrade issues, Replication and code bugs. troubleshooting is done through webex or remote connection through ESRS (EMC tool). Investigation involves live troubleshooting with Unisphere GUI, UEM CLI or through serial connection to the array. Collaborating with host, RecoverPoint, Connectivity and escalation engineering is a part of my job to get the quick resolution and find the root cause.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Delivered Tier-3 support and SME input to internal and external customers.
- Performed root cause analysis of reported issues to enact corrections.
- Configured hardware, devices, and software to set up work stations for employees.
- Helped streamline repair processes and update procedures for support action consistency.
Education
MTech - Software Engineering
BITS Pilani
India01.2019
BCA - Computer Applications
RLSI Belgaum
Karnataka, India01.2014
Skills
TAM / Account Management skills:
- Post sales technical advisory
- Customer Advocacy
- Incident management / Escalation management
- Customer relations and customer retention
- Problem-solving aptitude
- Client onboarding
- Strategic planning
- Presentation skills
- Account management
Technical Acumen:
- Cloud Data Management
- Hyper Converged Infrastructure: Multi-node cluster operation such as expansion and contraction of cluster, OS/Firmware upgrades, capacity management etc
- Enterprise Backup: Backups of various host/nas/hypervisor environments (Windows, Linux, VMware, HyperV)
- Understanding/working experience of Rubrik and Cohesity's SaaS platform for multi cluster management
- Rubrik CDM archiving to Public Cloud - AWS,Azure and GCP
- M365 Protection - Mailbox, OneDrive and SharePoint protection with Rubrik’s SaaS product Assisting customers on deployment as well as troubleshooting issues
- SSO deployment and troubleshooting
- Basic understanding of REST API and troubleshooting the API related issues through browser’s developer tools
- Redhat Linux: Generic commands for text processing, Performance monitoring commands such as top, mpstat, iostat, netstat, Linux Firewall
- Hands-on experience with Dell EMC storage Clarion, VNX1 series, VNX2 series and Dell EMC unity hybrid and All flash models
- SAN management and troubleshooting
- NAS Management and Troubleshooting - CIFS and NFS
- Knowledge of: DNS, SNMP, DHCP, SMTP
Certification
- Cohesity Certified Data Protect Associate
- Rubrik Certified associate - CDM MSSQL
- Rubrik Certified associate - CDM VMware
- Rubrik Certified associate - CDM Archive
- Information Storage Management V2
- Dell EMC Unity Platform Implementation Engineer.
- Cloud Infrastructure Service V2
ACHIEVEMENTS & AWARDS
Rubrik’s Terrific Team Member award in May 2021, Rubrik’s Beyond call of Duty Recognition for Q2, Received Dell EMC inspire award recognition in 2019, Rewarded DellEMC hardworking associate award in bootcamp., Multiple quarterly recognition for outstanding performance.
SOFTWARES/TOOLS
- Tableau
- Support Logic
- Salesforce Lightning
- Atlassian tools like Jira and Confluence
- Network troubleshooting - Wireshark
- Grafana - cluster monitoring tool
- Kibana - app.logz.io
- SignalFX for SaaS platform services.
- SignalFX for cloud cluster monitoring and debugging.
- Microsoft Office suite + O365
- VMware workstation and Microsoft RDP for virtual environments.
- Remote machine access - Putty, WINSCP, ZOOM, Webex
Timeline
Senior Technical Account Manager
Cohesity
02.2024 - Current
Customer Experience Manager
Rubrik India Pvt Ltd
05.2022 - 02.2024
Senior Customer Success Engineer
Rubrik India Pvt Ltd
07.2019 - 05.2022
Technical Support Engineer II
Dell EMC
10.2014 - 07.2019
MTech - Software Engineering
BITS Pilani
BCA - Computer Applications
RLSI Belgaum
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