Anshul Sisodia

• Led a portfolio of 15+ enterprise accounts ($3M ARR) across APAC, EU & US, including industry leaders in e-commerce, quick commerce, ride-hailing, fintech, pharmaceuticals, retail, media etc.
• Implemented data-driven success plans, driving 96% GRR and 110% NRR across enterprise accounts.
• Developed complete onboarding process for new enterprise customers reducing the time-to-value by almost 50% compared to previous years
• Developed a customer segmentation strategy that tailored service delivery to customer needs
• Conduct QBRs and executive check-ins, using data insights to showcase ROI and influence product roadmap
• Acted as an advocate for customer needs within the company and contributing to 25% increase in new feature adoptions

• Leading a team of 10 engineers during EST/PST hours (night shift) across 3 regions (India, Costa Rica and US) and multiple pillars who deliver best-in-category technical support across all Cloudera Platform products (HDP, CDH, CDP). Work as part of a team of engineers that globally ensure 24x7 customer support.
• Defining measurable metrics, using OKRs, to gauge progress against each objective support goal at individual and team's level depending on their IC role by setting quarterly and monthly goals.
• Monitored my team's day-to-day operations and made plans to rectify issues and areas of improvement. Having regular 1:1s to discuss their well being and to keep each other on the same page with the overall expectations.
• Developed and implemented a high-quality work environment as measured through employee satisfaction ratings. Achieved an average CSAT Rating of 9+ QoQ.
• Resolve high-profile escalations and issues, improve the customer experience and drive initiatives that increase their likelihood of success. Handled problematic customers and clients to assist with their escalations and maintain excellent customer service.
• Resource planning to support program like Weekend On-Call support, Holiday support for US/IND/CR/CH teams and December Shutdown/Freeze period.
• Worked on multiple internal projects/initiatives :

a) Redesigned COE Onboarding Process

b) Case Quality Metrics

c) Backlog Reduction program

• Served as primary point of contact for Hadoop support to troubleshoot and resolve technical issues relating to HDP or CDH platforms and products. Resolved system and customer issues by troubleshooting and providing effective solutions.
• Responded to support requests from our end-users(customer and internal teams) and patiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Provided guidance on issues related to installing and integrating Hadoop distribution components and associated 3rd party software to remote clients.
• Held meetings to provide knowledge-sharing of discovered issues and recurrent custom complaints.
• Provide technical guidance or mentoring to Junior Support Engineers.
• Creation and curation of knowledge-based articles and documentation to help customers self serve.

• Performed cluster setup, installation, upgrades and administration of multi-node clusters on distributions like Cloudera(CDH), Hortonworks(HDP) and TDH(Teradata Appliance for Hadoop.
• Responding to automated/manual alerts/calls related to any Hadoop prod & non-prod environment (Servers, Network, Hadoop processes, user requests) as per the escalation matrix defined.
• Monitoring multiple Hadoop servers using Ganglia and Nagios.
• Commissioning, decommissioning of cluster nodes.
• Implemented different POCs based on our customer's and internal team's use cases.