Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Timeline
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Anil Gouranna

Anil Gouranna

Bengaluru

Summary

Support Account Manager with 14 years of experience in managing enterprise-level client relationships and driving customer satisfaction. Expertise in facilitating communication between customers and technical support teams to ensure effective issue resolution and service delivery. Proficient in stakeholder management, escalation handling, and aligning support services with business objectives.

Overview

15
15
years of professional experience

Work History

Service Account Manager

Pure Storage
Remote
07.2023 - Current
  • Determining areas of improvement in customer service by maintaining regular contact with customers through various communication channels, monitoring customer satisfaction reports and trends, and conducting a thorough analysis of KPIs (productivity, SLA, churn, customer satisfaction).
  • Communicate service updates regarding support escalations, and incident tracking, problem identification, root cause analyses, and issue resolution.
  • Serve as customer advocate and effective conduit into various internal teams, including Sales, Support, Engineering, Product Management, Legal, Finance, and executive leadership
  • Use executive level communication skills to effectively manage stakeholder relationships
  • Establish yourself as a trusted advisor and subject matter expert through regular operational and strategic management reviews, including proactive risk analysis, deployments, migrations, capacity planning, and expansions
  • Accelerate customer's business priorities and operational objectives through analyses of environment, roadmap, and IT initiatives

Support Account Manager - Technical Analyst

NetApp India Private Ltd.
Bangalore
11.2016 - 08.2021
  • Determining areas of improvement in customer service by maintaining regular contact with customers through various communication channels by monitoring customer satisfaction reports & trends and thorough analysis of KPIs (productivity, SLA, churn, customer satisfaction)
  • Devising strategies for retention and churn management, thereby ensuring minimal revenue erosion and retention of high revenue customers; acting as post-sale/ install-base Account Manager
  • Building strong relationships with customers and ensuring they are optimizing a product or service to receive the highest ROI
  • Keeping track of customer product expiration dates - whether these be monthly, quarterly, or annually - and following up with customers to renew their contracts
  • Generating, analyzing and reporting customer data from various enterprise sources
  • Providing informed strategic planning, storage support best practices and upgrade advice
  • Acting as the SAM Technical Analyst and influencing customers to adopt best-practices by regular tracking of preventative remediation actions derived from recommendations
  • Coordinating with Lead SAM on the account by scrutinizing reports, mapping customer facing review material, cross referencing best practice recommendations including interoperability matrix (IMT), and performing bug scrubs

Senior Storage Engineer

ACCENTURE INDIA PVT. LTD.
Bangalore
07.2012 - 11.2016
  • Managed daily tasks which include LUN mapping and masking
  • Created pools, raid group and storage groups in VNX
  • Performed health checks on various devices like VNX, VMAX, EVA, Netapp and HP EVA
  • Worked on adding, removing and extending LUNs in VNX as per the client's requirement
  • Extended Volume/ FS in VNX as per the client's requirement
  • Used Snapshot technologies

Technical Support Engineer

HP Globalsoft India Pvt Ltd
Bangalore
09.2010 - 07.2012
  • Worked for British Telecom (BT) Service Desk
  • Acted as first point of contact for employees of BT
  • Resolved issues related to Windows Vista, XP SP2, SP3 and Windows 7 and Internet Explorer 6, 7 & 8
  • Gained exposure in basic troubleshooting for Outlook 2007 and Office Communicator 2005, 2007 and R2 versions

Education

Bachelor of Computer Applications -

KLE's R.L.Sc College
Belgaum, Karnataka
05.2010

Skills

  • Leadership and account management
  • Client expectation management
  • Customer success and satisfaction
  • Cross-functional collaboration
  • Product and problem management
  • Excellent negotiating tactics
  • Documentation and reporting
  • Client meetings

Languages

  • English
  • Hindi
  • Kannada
  • Marathi

Personal Information

  • Anil A. Gouranna
  • Date of Birth: 01/08/1987
  • Nationality: Indian
  • Place of Birth: Karnataka

Timeline

Service Account Manager

Pure Storage
07.2023 - Current

Support Account Manager - Technical Analyst

NetApp India Private Ltd.
11.2016 - 08.2021

Senior Storage Engineer

ACCENTURE INDIA PVT. LTD.
07.2012 - 11.2016

Technical Support Engineer

HP Globalsoft India Pvt Ltd
09.2010 - 07.2012

Bachelor of Computer Applications -

KLE's R.L.Sc College

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Anil Gouranna