Harshad Sahane

Executive Summary
Visionary leader with over 15 years of experience in Product Support, driving operational efficiency, fostering customer trust, and building high-performing global teams. Proven ability to align support strategies with organizational goals, achieving consistent improvements in customer satisfaction and operational metrics. Led a global technical support team to eight consecutive quarters of customer satisfaction growth, reaching a record-high 90%+ CSAT, and implemented transformative processes that enhanced efficiency by over 30%.

Leadership Achievements

• Global Team Leadership: Directed a 50+ member global technical support team, achieving operational consistency across diverse geographies and time zones. Increased team productivity by 25% through structured training programs and process standardization.
  
• Knowledge Management Optimization: Designed and implemented a knowledge management system that reduced resolution times by 40%, ensuring consistent and accurate support delivery.
  
• Process Innovation: Created and streamlined customer support workflows, improving ticket resolution efficiency by 35% and response times by 20%.
  
• Customer Trust Building: Fostered long-term client relationships, resulting in a 15% increase in customer retention and elevated trust scores across key accounts.
  
• Cross-Functional Collaboration: Partnered with Engineering and Product teams to prioritize and resolve 95% of customer-reported defects within SLA timelines, ensuring alignment with product roadmaps and customer expectations.
  
• Cost Savings: Strategically optimized support operations, reducing operational costs by 15% while maintaining service excellence.
  Key MetricsIncreased team CSAT scores from 82% to 90%+ over two years.
  Reduced ticket backlog by 25% through proactive resource allocation and streamlined escalation processes.
  Enhanced self-service capabilities, driving a 20% increase in customer portal usage and lowering inbound queries.
  

Core Competencies

• Global Team Leadership: Expertise in managing large, cross-regional teams, ensuring consistency and excellence across operations.
  
• Knowledge Management: Architected systems that improved internal knowledge sharing and customer-facing documentation.
  
• Strategic Process Development: Skilled in designing scalable, data-driven processes to improve efficiency and meet KPIs.
  
• Customer Experience: Focused on delivering exceptional customer outcomes through trust-building and proactive solutions.
  
• Cross-Functional Alignment: Experienced in fostering partnerships between Support, Engineering, and Product teams to drive continuous improvement.
  

Career Vision
Seeking a leadership role in a forward-thinking organization that values innovation, operational excellence, and empowering teams to deliver superior customer outcomes. Dedicated to leveraging global management expertise, data-driven strategies, and collaborative leadership to drive measurable success and long-term growth.