Chaitanya Pargaonkar

Customer Support Leadership:

• Extensive experience in managing technical support teams to enhance customer experience, with deep expertise in cloud-native support environments.
• Led a high-performing team of 10 to 15 Support Engineers, fostering motivation and resilience in high-pressure environments.
• Managed performance evaluations, coaching, and mentoring as part of my People management responsibilities—fostering team development, accountability, and continuous improvement.
• Delivered substantial improvements in SLA performance by improving Resolution SLAs from 94% to 98.5%, enhancing engineer productivity by 25%, and reducing Mean Time to Resolve (MTTR) by 30%.

Customer Engagement & Relationship Management:

• Managed a portfolio of 8 to 12 accounts worth $5M as a Technical Account Manager and Customer Experience Manager.
• Elevated CSAT from 80% to 95%, and boosted survey response rates from 19% to 35%.
• Acted as a single point of contact for customer escalations, ensuring end-to-end resolution, and customer satisfaction.
• Led weekly, monthly, and quarterly business reviews (QBRs), presenting SLA adherence, ticket trends, and strategic insights.
• Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.

Cross-Functional Collaboration

• Extensive experience collaborating across Platform Engineering, Cloud Operations, Professional Services, Partner vendors and Product Management teams to resolve customer escalations and enhance support delivery in cloud-native architectures.
• Provided actionable customer feedback to internal teams, influencing product and process improvements.

Adoption, Account Health and Renewals:

• Supported Sales and Renewal teams with insights into Account health, adoption, pain areas, expansion opportunities etc.

Data Security Compliance Process Owner:

• Identified data security risks in manual support operations, such as backend data fixes, backend file uploads and troubleshooting steps that involves working with customer’s sensitive data.
• Designed a review process to ensure compliance and integrity.
• Documented and implemented the process across global support teams.
• Presented the framework to CXOs and founders, earning recognition for its clarity and effectiveness.

• Led production support team of 15 to 20 engineers for insurance customers, managing SLAs and KPIs, major incidents, escalations.
• Led regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes in the support department.
• Increased Support team's efficiency by driving process improvements and automation.
• Managed performance evaluations, coaching, and mentoring as part of my People management responsibilities—fostering team development, accountability, and continuous improvement.

• Worked onsite at the client location in Chicago, USA, coordinating across global team of 25+ members in the USA and India to drive requirements gathering, functional design, and technical support.
• Managed relationships with key stakeholders, cultivating trust and promoting a collaborative approach to problemsolving.

• Developed new modules for Claims Processing web applications for Insurance customers.
• Increased customer satisfaction by efficiently resolving functional as well as technical issues and providing exceptional support.