Bhanukiran Veeravalli

Handling support operations with a team of 21 engineers supporting Premier customers in the AMER sales cloud.Supporting Subscale and Cloud Specialty complexity.

Team Management and Mentoring
Coaching and Mentoring:
- Conduct regular one-on-one sessions with team members to provide personalized feedback and career guidance.
- Develop a structured career path within the Salesforce ecosystem, ensuring each engineer understands their growth opportunities and the skills required to advance.
- Encourage continuous learning and certification, leveraging Salesforce's extensive training resources and Trailhead modules.
Handling Escalations:
- Implement a robust escalation management process to handle both case-level and account-level escalations efficiently.
- Conduct Root Cause Analysis (RCA) on escalated cases and present findings in leadership reviews to identify systemic issues and prevent recurrence.
- Act as the Duty Manager on rotation, monitoring escalations through various channels and quarterbacking the investigation process.
Enhancing Customer Experience
Cross-Functional Collaboration:
- Work closely with cross-functional teams, including Technology & Products (T&P), Accounts, and Sales, to enhance the overall customer experience.
- Close the loop on escalations and low satisfaction scores by identifying the root causes of dissatisfaction and providing feedback and coaching to the team.
Global Coordination:
- Collaborate with GEO leaders across other regions (APAC, EMEA, and AMER) to ensure a consistent and high-quality support experience globally.
- Participate in Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR) with T&P stakeholders to align on priorities and track progress.
Operational Excellence
Case Management:

- Conduct weekly reviews with leadership on V2MOM (Vision, Values, Methods, Obstacles, and Measures) progress to ensure alignment with organizational goals.
- Regularly review cases to avoid aging backlogs and identify next steps to unblock customers.
- Collaborate closely with Swarm leads to improve Time to Resolution (TTR) and reduce unnecessary investigation percentages.
Performance Monitoring:
- Schedule monthly and quarterly check-ins with engineers to review performance, provide feedback, and set goals.
- Utilize Salesforce's reporting and dashboard capabilities to monitor key performance metrics and identify areas for improvement.
Global Projects and Knowledge Sharing
Cross-Training:
- Implement cross-training programs for global teams on multiple products and topics to extend the knowledge base across different regions.
- Develop a backup plan for critical projects, such as LEAD INDIA, to ensure continuity of support operations in the AMER Sales Cloud.

• Responsible for EMEA Support Operations
• On-board new customers introducing the support team and educating on the support process and workflow
• POC for all the Account and Case level escalations
• Work with the Product management team in reviewing the product enhancements
• Collaborate with Engineering and Cloud Operations in resolving the customer issues
• Monitor the quality of work and identify opportunities for continual improvement at the team and individual level
• Account level analysis to understand the pattern of the issues and define the process/plan for the case avoidance
• Serving as an internal advocate for the customers and being responsible for the overall customer satisfaction, renewal and reference-ability by providing Superior client experience
• People Management

• System administrator for the SABA learning
• Responsible for managing the learning activities using the SABA learning Program and curriculum creation based on the requirement from the client
• Managing SABA Client version 3.5 Modules (Education planner, Registrar, Resource Manager and System Designer)
• Providing the level 3 support for the internal teams

• Setup courses and schedule classes based on the requests from the training coordinators/instructors
• Run reports and share the compliance reports to the leadership team
• Manage roster, mark attendance once the ILT class is complete
• Test current and new functionalities in the TEST, QA and Production