Deepak Ravindran
Chennai
Summary
Dynamic professional with proven expertise in SaaS leadership, specializing in stakeholder management and technology integration. Developed and implemented a training program that significantly reduced onboarding time. Skilled in cross-functional collaboration and team leadership to drive strategic objectives in high-pressure settings.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Manager-Customer Support
Freshworks
Chennai
07.2025 - Current
- Directed team of 20 Product Specialists and ETAMs to support Top 500 customers in Europe and North America.
- Created ticket deflection strategy utilizing native AI chatbots to boost efficiency.
- Achieved 22% increase in self-service adoption by designing streamlined knowledge base journeys.
- Oversaw escalations to ensure timely resolution of customer issues.
- Conducted performance reviews to promote career discussions and enhance talent development.
Lead-Customer Support
Freshworks
Chennai
07.2023 - 06.2025
- Directed a team of 10 to support Freshservice customers in EU and UK regions.
- Designed and implemented a training program, achieving rapid onboarding within six weeks.
- Collaborated with Product and Engineering teams to prioritize bug fixes, reducing churn by 10% quarterly.
- Partnered with customer success teams to develop technical success plans, enhancing ROI by 14% in Q2 2025.
Technical Account Manager
Freshworks
Chennai
04.2021 - 06.2023
- Acted as single point of contact for enterprise customers generating USD 1 million in annual recurring revenue.
- Cultivated relationships with key stakeholders to enhance communication effectiveness.
- Collaborated with internal teams and external partners to ensure successful custom app integrations.
- Created account adoption roadmaps that aligned user engagement with industry trends.
Technical Project Manager
Technofit (Ghana) ltd
Accra
01.2017 - 03.2021
- Executed FTTX, 4G, and Enterprise projects totaling US $3 million for leading ISPs in Ghana and West Africa.
- Managed stakeholder relationships, site engineers, and civic authorities to ensure compliance with project guidelines.
- Prepared RFPs and BOQs for key projects, demonstrating strong leadership and organizational skills.
Network Consulting Engineer
GSG Group
Starkville
01.2016 - 12.2016
- Executed end-to-end project management activities, including project plans and estimates.
- Led an agile team in testing, deploying, and managing build cases using Azure pipelines in JIRA.
- Resolved infrastructure conflicts, achieving over 6% reduction in network downtime quarterly.
Education
M.E - Electrical Engineering
University of Cincinnati
Ohio, USASkills
- Stakeholder management
- Negotiation skills
- Technology integration
- SaaS solutions
- ITIL and ITSM knowledge
- MS Excel proficiency
- Communication and presentation
- Jira project management
- API testing with Postman
- Google Analytics expertise
- Cross-functional collaboration
- Team leadership
- Freshservice support
- Budget control
- AI implementation
Certification
- NEBOSH International General Certificate in Occupational Health and Safety
- ITIL V4 - Peoplecert
Languages
- English, Native or Bilingual Proficiency
- Hindi, Full Professional Proficiency
- Tamil, Native or Bilingual Proficiency
Timeline
Manager-Customer Support
Freshworks
07.2025 - Current
Lead-Customer Support
Freshworks
07.2023 - 06.2025
Technical Account Manager
Freshworks
04.2021 - 06.2023
Technical Project Manager
Technofit (Ghana) ltd
01.2017 - 03.2021
Network Consulting Engineer
GSG Group
01.2016 - 12.2016
M.E - Electrical Engineering
University of Cincinnati
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