Ashok Manikandan Selvam
Chennai
Summary
Support leader with 5+ years managing Product Support at Chronus, owning escalations, SLA performance, team coaching, and cross-functional problem solving in a global SaaS environment. Experienced in building support processes, implementing tools, improving KPIs, and driving high customer satisfaction.
Overview
10
10
years of professional experience
Work History
Product Support Team Lead
Chronus Software
Chennai
03.2020 - Current
- Lead the Product Support function for a global SaaS platform, managing operations, case flow, and SLA commitments.
- Final escalation point for complex or high-severity issues. Collaborate with Engineering and Product for resolutions.
- Coach and develop support specialists via 1:1s, performance reviews, and skill plans.
- Established KPIs and dashboards to monitor SLA, backlog, CSAT, and TTR.
- Implemented workflow improvements and KCS practices to reduce repeat tickets.
- Rolled out Intercom ticketing and AI chatbot, reducing ticket volume by approximately 22.7%.
- Partner with Product and Engineering during releases for readiness and issue tracking.
- Analyzed customer feedback data to identify trends in customer satisfaction levels.
- Maintained a 98.4% CSAT across global customers.
- Supported the hiring, onboarding, and mentoring of new support members.
- Conducted performance reviews for all members of the support team.
Implementation/Customer Success Manager
Gabriels Technology Solutions
Chennai
03.2018 - 03.2020
- Managed implementation and customer success for enterprise accounts.
- Onboarded 23 clients with strong retention metrics (110% growth retention).
- Captured requirements, managed rollouts, and aligned internal/external teams.
- Served as escalation contact; coordinated fixes with engineering teams.
- Built project plans, tracked milestones, and ensured smooth transition
Client Service Representative
RR Donnelley
Chennai
09.2015 - 03.2018
- Acted as liaison between customers and global manufacturing facilities.
- Coordinated order-to-cash processes, monitoring inventory and initiating production.
- Managed logistics from factory to warehouse to customer using various internal tools.
Education
Master of Computer Applications -
Jerusalem College of Engineering
Chennai01.2014
Bachelor of Computer Applications -
Sathyabama University
Chennai, TN01.2011
Skills
- Technical support leadership
- Escalation and incident management
- Team coaching and performance management
- SaaS support operations
- KPI and SLA management
- Support tools: Intercom, Zendesk, Knowledge Systems
- Cross-functional collaboration (product, engineering, CS, sales)
- Process optimization (KCS, workflow redesign)
- Customer communication
Timeline
Product Support Team Lead
Chronus Software
03.2020 - Current
Implementation/Customer Success Manager
Gabriels Technology Solutions
03.2018 - 03.2020
Client Service Representative
RR Donnelley
09.2015 - 03.2018
Master of Computer Applications -
Jerusalem College of Engineering
Bachelor of Computer Applications -
Sathyabama University