Gigy Alex P. Chacko

Domain: Cybersecurity

Key Responsibilities:

• Presenting go-to-market strategies for new cybersecurity product launches or releases, discussing market trends, competitor analysis, target audience, positioning, pricing and packaging, and marketing and sales plans with attendees from Sales, Marketing, and Product Development.
• Driving the development and launch of the subscription billing for our cybersecurity software.
• Develop and execute product strategies and roadmaps for EDR (Endpoint Detection and Response) products.
• Lead the development and launch of a new SaaS monitoring product for Microsoft 365.
• Experience with SaaS, Cloud, and Infrastructure monitoring solutions.
• Working closely with cross-functional teams to understand customer needs, conduct market research, and develop product strategies and roadmaps in alignment with company goals.
• Monitor and analyze product performance, and make data-driven decisions to improve product performance.
• Provide guidance and support to sales and customer service teams to drive product adoption, customer satisfaction, customer retention, and revenue growth.

Job Skills:

Communication and Collaboration, Customer Focus, Data Analysis, Financial Acumen, Leadership, Market Understanding, Strategic Thinking

Domain: Product Support

Key Responsibilities:
1) Led the technical support team, providing customers with 24×7 support across multiple support methods such as chat, email, and phone.
2) Managed and delivered customer-facing services, including technical support, account management, and project management.
3) Developed and maintained customer support documentation and training materials.
4) Collaborated with product development teams to improve customer service and resolve customer issues.
5) Collaborated with cross-functional teams to improve service delivery processes and enhance customer satisfaction.
6) Led customer engagement and escalations, and drove customer satisfaction, customer retention, and revenue growth.

Job Skills:
Communication and Collaboration, Customer Service, Data Analysis, Decision-Making, Leadership, Problem-Solving, Process Improvement, Project Management, Technical Knowledge, Time Management