Arun V Unnikrishnan

• Built and scaled Bangalore Signature Support team from 1 to 8 members, demonstrating exceptional talent development and strategic workforce planning capabilities
• Achieved 100% Great Manager Score across two consecutive GIS surveys and 98%+ inclusivity metrics, establishing framework for high-performance team culture
• Led comprehensive Support Engineer’s onboarding and enablement programs, leveraging structured development methodologies to accelerate time-to-productivity
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Customer Success Program Management & Value Realization

• Orchestrated customer success initiatives for 1,500+ signature support cases and 3,000+ technical cases annually, ensuring optimal customer value achievement
• Delivered industry-leading CSAT scores through strategic customer engagement and proactive success planning
• Maintained 9-day average TTR while managing complex enterprise escalations, demonstrating operational excellence under pressure

• Core contributor to enterprise-wide NPS improvement initiatives and OrgCS Console Design projects, influencing product development and customer experience enhancement
• Partnered with Sales, Product, and CSM teams to optimize service delivery, reduce customer friction, and drive platform adoption
• Leveraged advanced analytics and reporting tools (Org CS, Tableau) to generate actionable insights and guide strategic decision-making
• Led comprehensive change management initiative for team migration from Tab 61 to Org CS platform, proactively identifying operational blockers and system integration challenges while collaborating cross-functionally to develop mitigation strategies and temporary workflow alternatives, ensuring seamless transition with minimal customer impact

• Managed critical escalations from signature enterprise customers, consistently transforming challenging situations into retention and advocacy opportunities

Developed proactive engagement strategies that improved customer health scores, platform adoption rates, and long-term partnership value

• Led complex multi-unit operations involving strategic planning, resource allocation, and cross-functional coordination under high-pressure environments
• Managed teams of 50+ personnel from diverse backgrounds, implementing structured training programs and performance management frameworks
• Developed standard operating procedures that improved operational efficiency, safety protocols, and mission success rates

• Executed strategic missions requiring risk assessment, stakeholder coordination, and real-time decision making capabilities
• Managed crisis situations and emergency responses, demonstrating calm leadership and effective problem-solving under pressure

Established performance monitoring systems and conducted regular evaluations to ensure continuous improvement and accountability