Karanvir Singh
Sr. Manager Channel & Integrations
Mohali
Summary
Versatile Senior Manager specialized in Leadership for Technical Support Operations, Product Support and R&D. Skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
15
15
years of professional experience
8
8
years of post-secondary education
3
3
Languages
Work History
Senior Manager, Integrations and Channel
Birdeye
Gurgaon
09.2021 - Current
- Created Integration team for improved operations for Integrations support as a center spot for Integrations in Birdeye.
- Manage Technical Support team for Channel/ Reseller Segment and Integrations Support to serve Professional services, Reseller segment and Premium customer group.
- Managing a team of 40 member, including Managers, Engineers, Tech Leads and Team leads support Birdeye customers in different segments.
- Expertise in creating performance dashboards and reports for performance monitoring
- Continuously improving Tech Support reporting and work with Salesforce team to develop relevant sections and felids to fetch accurate and meaningful data.
- Led Integrations and Channel to be the best team back to back for multiple quarters and for year 2022.
- Leading Hiring for entire Tech Support.
- Hired, trained and developed highly effective technical support team that consistently achieves 98% or above customer satisfaction rate.
- Working with R&D to populate Case drivers for Integrations and Technical support cases. Take actions items from Top case Drivers and work with Engineering and product development to launch important improvements in the product.
- Leading Monthly, Quarterly reviews with executives for Tech Support
- Leading Training and Onboarding for US, Australia and the UK.
- Creating SOPs and create/ maintain Knowledge base for public facing documents and Technical troubleshooting documents for Tech Support usage.
- Lias cross functionally with CS and Engineering for collaboration on product or technical support related topics.
- Setup Rules of engagement for running smoother processes internally and outside Tech support.
Director
CSS Corp
Chandigarh
12.2020 - 08.2021
- Led a team of 200+ TAC engineers and Professional service consultant for Zscaler project, across L1, L2 & L3 on various technologies India, US and Costa Rica
- Continuous Improvement, Executing tactical plans and initiatives that exceed client expectations resulting in increased customer satisfaction and sales and Associate satisfaction that will be realized in lower attrition and higher productivity.
- Meet / Exceed Account(s) revenue targets, P&L responsibilities driving Top line & Bottom-line growth in collaboration with finance team
- Planned for entire project, enabling program managers/project managers/leads and engineer
- Assisting in developing business plans to incorporate best support centre practices to meet market and company needs.
- Setup Incubation model while managing Staff augmentation
- Manpower planning, Hiring process, control, and projections, and resource optimization
- Interviews and client assessments
- Technology Training
- Product Training
- Client Assessment
- OJT Planning
- Go Live
- KPI Management (CSAT, Productivity, Backlog management, Escalation, Transfer etc)
- Appraisals, performance management. Recognizing and Rewarding talent and potential
Manager - Technical Support
BirdEye Software India Pvt. Ltd
Gurgaon
06.2017 - 12.2020
- Manage the Technical Support team to serve Professional services, Reseller segment and Enterprise customers group
- Managing a team of 3 Assistant managers, 3 team leads and 55 technical support engineers to support BirdEye customers in different segments
- This includes Assistant managers Channel team and Professional services and Team Leads of Channel and Enterprise
- Hired, trained and developed highly effective technical support team that consistently achieved 98% or above customer satisfaction rate
- Been a part of some very critical and important decisions for support India team that helped the segment bring in more leadership and efficient approach
- Liaison between engineering, marketing, On-boarding and sales leadership teams to drive effectiveness within the support org
- Weekly Collaboration with Reseller's and BirdEye leadership for open issues and support concerns.
Team Leader
Celestial Systems India PVT LTD
12.2015 - 06.2017
- Celestial India Pvt Ltd is an Information Technology firm focused towards Engineering Development platforms in Information Technology among various parts of World i.e
- United States, Tokyo, Japan, India and Canada
- One of them is Apteligent – Leader in Mobile app performance analytics
- Development engineering support team in Noida for deliverables and achieving the goal of customer success with Apteligent
- Team is majorly focused on providing Engineers the support for Apteligent products by helping them to increase Mobile app experience for users around the world
- Visited onsite on behalf of Celestial Systems in the U.S., California, Apteligent head office on B1/B2 Visa for training and establishment of pilot project at Celestial Systems.
Technical Support Specialist
HyperQuality India Pvt Ltd
04.2013 - 07.2015
- A wholly owned subsidiary of Spoken Communications (www.spoken.com), is an independent quality assurance firm
- Working at HyperQuality as TSS involves ensuring deliverables to Spoken and Spoken Clients in effective and timely manner
- Following are the responsibilities and tasks taken care as a TSS at Spoken:
- Effective co-ordination with communication between Spoken and Spoken Clients
- Handle support for Spoken Infrastructure being used by Spoken Clients
- Handle Active Directory/ services to add new users to Domain and modify the existing ones
- Troubleshoot user Software issues while using applications on Spoken platform
- Support for Outages and co-ordinating with Engineers for issues in Spoken Infrastructure
- Technical Helpdesk Support to various Spoken Clients for Spoken Services.
Software Eng. (Quality Analyst)
Enterprise Mobility Experts
Chandigarh
05.2012 - 02.2013
- Testing application for various web based and Mobile Apps
- The maintenance part also involves working on already developed applications and finding the bugs if any
- The software here is the requirement of a client to present the information about their product and providing the ease of using various tools to handle the daily competencies.
Software Developer
ANDROID
Chandigarh
06.2011 - 05.2012
- Developing mobile application for ANDROID OS
- Planning and Executing all phases of Software Life cycle.
Technical Support Engineer
IBM India
Chandigarh
09.2010 - 06.2011
- The profile, technical support engineer with iYogi tech support is responsible for the below mentioned points:
- Study on various wireless technologies available in the world
- Handling the software troubleshooting part for the desktop and routers department
- It involves online access and troubleshooting through Remote access
- The daily job involves online interaction with the US, UK and Australian clients seeking for support on their issues
- The troubleshooting also involves support on wireless internet access through routers, printers or any other software issue on the Desktop or the Laptop
- Managing user client user accounts for updating and frequent notifications.
Media Coordinator
Infosys
Gurgaon
06.2008 - 02.2010
- Responsible for the accurate implementation and delivery of campaigns sold by Sales Team/Advertising Agency
- Ensure delivery for campaigns in terms of impressions (page views)/ clicks and revenue recognition within the timelines
- Served the project as a QA and handled the team for increased and efficient deliverables
- Uploading creative's/ Ads on yahoo server using the tools provided and scheduling the advertisements on specific yahoo pages
- Applying geo targeting and preferences to show the ads to specific users
- Responsible for working with the Business Operations manager to monitor, schedule client orders
Education
MCA -
Punjab Technical University
Chandigarh 04.2009 - 09.2011
Bachelor of Computer Applications -
Gian Jyoti Institute of Management And Technology
Mohali 05.2005 - 05.2008
12th -
M.R.A Sr Secondary School
Chandigarh 03.2003 - 05.2004
10th -
M.R.A Sr Secondary School
Chandigarh 03.2001 - 03.2002
Skills
Leadership
CRM tools implementation and Management - Rest API/ CURLTechnical Account Management and Business Development
Transition ManagementData Analysis and Quality assuranceService Delivery in Technical operationsProcess Development and StrategyHobbies
Driving, Travelling and Photography
Accomplishments
- Bar Raiser: Awarded as the Bar Raiser, the only one in India technical/ customer operation to make an exclusive team in BirdEye, which is responsible to take high level decisions along with executives towards organizational and employee growth and satisfaction
- Best Team for consecutive quarters in 2022 and 2023
- Awarded Best and most improved team in 2022 for developing Integrations team
Timeline
Senior Manager, Integrations and Channel
Birdeye
09.2021 - Current
Director
CSS Corp
12.2020 - 08.2021
Manager - Technical Support
BirdEye Software India Pvt. Ltd
06.2017 - 12.2020
Team Leader
Celestial Systems India PVT LTD
12.2015 - 06.2017
Technical Support Specialist
HyperQuality India Pvt Ltd
04.2013 - 07.2015
Software Eng. (Quality Analyst)
Enterprise Mobility Experts
05.2012 - 02.2013
Software Developer
ANDROID
06.2011 - 05.2012
Technical Support Engineer
IBM India
09.2010 - 06.2011
MCA -
Punjab Technical University
04.2009 - 09.2011
Media Coordinator
Infosys
06.2008 - 02.2010
Bachelor of Computer Applications -
Gian Jyoti Institute of Management And Technology
05.2005 - 05.2008
12th -
M.R.A Sr Secondary School
03.2003 - 05.2004
10th -
M.R.A Sr Secondary School
03.2001 - 03.2002