Chethan Kumar N C
Bangalore
Summary
Dynamic and results-driven Senior Technical Account Manager with over 17 years of experience in managing client relationships and delivering technical solutions. Proven track record of driving customer satisfaction, and fostering strong partnerships. Seeking to leverage expertise in technical account management to contribute to the growth and success of a forward-thinking organization.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Sr. Technical Account Manager-TAM
DELLEMC
01.2018 - Current
- Act as the primary point of contact for strategic clients, serving as a trusted advisor and advocate to ensure their success and satisfaction.
- Collaborate with cross-functional teams including sales, product, engineering, and support to address customer needs and deliver solutions that align with their business objectives.
- Lead technical discussions and presentations with clients, demonstrating a deep understanding of product capabilities, industry trends, and best practices.
- Develop and maintain strategic account plans, identifying opportunities for upselling, cross-selling, and expansion within existing accounts.
- Drive the successful implementation of product solutions, overseeing the onboarding process, providing technical guidance, and resolving any issues or challenges.
- Analyze customer usage data and performance metrics to identify areas for improvement and optimize the customer experience.
- Proactively communicate with clients to provide updates on product enhancements, new features, and upcoming releases.
- Serve as a liaison between clients and internal stakeholders, advocating for customer needs and priorities.
- Mentor and support junior members of the account management team, providing guidance and expertise to help them succeed.
- Engaged in tool and process improvements to streamline customer success activities and services.
- Conduct regular meetings and presentations with clients to review project progress, discuss technical issues, and identify opportunities for improvement.
- Analyze customer usage data and feedback to identify trends and insights, informing product development and enhancement initiatives.
- Drive revenue growth through upselling, cross-selling, and contract renewals within assigned accounts.
Sr. Account Service Engineer/Team Leader
EMC2
07.2014 - 12.2017
- Responsible for mentoring and leading the team of CSE's and guiding them on technical problems
- Responsible for building value-added relationships with customers to become the trusted customer advisor
- Responsible for handling customer escalations and working with customer IT manager/management team during escalation
- Responsible for doing quarterly account service review for key global customers Responsible for having high CSAT and high TCE for customers Support the training and enablement of new CSE and ASE members Expertise in troubleshooting and supporting the entire life cycle of product and resolving the issues of EMC Storage
- Provide technical assistance to team members and Mentor them
- Installation and implementation of EMC storage like Isilon, VMAX, XtermIO, VNX, DD
- Working along with pre-sales during sales cycles for providing solution to customers
- Responsible for meeting some operational goals like closing all FCO, maintaining customer codes at target levels and having high CSAT and TCE.
Customer Service Engineer
EMC2
01.2011 - 06.2014
- Installation of EMC systems like Isilon, VMAX, XtermIO, VNX and DD
- Expertise in upgrading the system codes to target code
- Working with customer and remote support to troubleshoot and resolve customer issues
- Implementing the product and assisting customers in admin related activities
- Managing data center migration activities for EMC products.
- Part of complex Data center migration projects.
Associate Customer Service Engineer
EMC2
07.2007 - 12.2010
- Zoning on brocade and cisco switches to integrate hosts to storage systems
- Scheduling code upgrades with RCM team and doing onsite code upgrade Building configuration file (bin file) for symmetrix and loading on customer system
- Expertise in Enginutiy code upgrade on symmetirx systems Installation of backup products like Avamar and data domain.
Education
Bachelor of Engineering Technology - Electronics & Communication
Bangalore Institue of Technology (BIT), VTU
Bangalore, Karnataka06.2007
Skills
- Strong technical acumen and understanding of software systems and architecture
- Excellent communication and interpersonal skills
- Proven ability to build and maintain strong client relationships
- Strategic thinker with a focus on driving business outcomes
- Analytical mindset with the ability to leverage data to inform decision-making
- Leadership and mentoring skills
- Good listening skills and Time-conscious
- Ability to work under pressure and Fast learning curve
- Team Collaboration and High level of adaptability
- Evaluate unique and complex scenarios in most simplistic form and make recommendations and share best practices with the team
Certification
- Information Storage Associate (EMCISA)
- VMware Certified Associate - Data Center Virtualization (VCA-DCV)
- VMware Certified Professional 6 - Data Center Virtualization (VCP6-DCV)
- Microsoft Certified Azure Fundamentals(AZ-900)
- ITIL V4 Foundation Certified.
- Technology Architect, Isilon Solutions and Design
- Implementation Engineer, Isilon Solutions Specialist Version 1.0 (EMCIE)
- Storage Administrator, Isilon Solutions Specialist Version 1.0 (EMCSA)
- Specialist - Implementation Engineer, PowerStore Solutions
- Virtualized Infrastructure Specialist for Cloud Architects
- Platform Engineer, Symmetrix Specialist Version 7.0
Primary Skills
- Expertise in implementation, administration of EMC Isilon storage boxes.
- Knowledge on Isilon and VMAX performance reports.
- Expertise in Isilon Cluster configuration, troubleshooting, upgrade and management.
- Expertise in installation and implementation of VMAX, VNX, XtermIO, Avamar and Data domain very good in consultative and Interpersonal skills.
- Good knowledge of administration and management of the VMware ESXi servers, Networking, Windows and Linux Servers.
Appreciation And Recognitions
- Topper in everyone sales program across APJ region during 2014 and 2015. I was awarded with trip to Las Vegas to attended EMC's prestigious event EMC World.
- I was awarded with "GCS BACKBONE AWARD" for 2012 in managers meeting / sales kick off meet.
- Received Silver award for extraordinary performance and commitment towards work and completing all the goals.
- Received Bronze award twice for providing extraordinary support for one of the biggest customer UIDAI (AADHAR)
- Received THANK YOU appreciation card from Vice president, customer services.
- Received numerous appreciations from customer and management team for dedication towards customers and TCE.
Timeline
Sr. Technical Account Manager-TAM
DELLEMC
01.2018 - Current
Sr. Account Service Engineer/Team Leader
EMC2
07.2014 - 12.2017
Customer Service Engineer
EMC2
01.2011 - 06.2014
Associate Customer Service Engineer
EMC2
07.2007 - 12.2010
Bachelor of Engineering Technology - Electronics & Communication
Bangalore Institue of Technology (BIT), VTU
Similar Profiles
Balram VermaBalram Verma
Principal Software Engineer at DellEMCPrincipal Software Engineer at DellEMC
Ahmed GawishAhmed Gawish
Senior Solutions Architect at DELLEMCSenior Solutions Architect at DELLEMC
John BartleyJohn Bartley
Inside Product Specialist III at DellEMCInside Product Specialist III at DellEMC