Summary
Overview
Work History
Education
Skills
Timeline
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Karthik Gopalan

Chennai

Summary

Customer Experience leader with 10+ years of industry experience, including 8+ years in the SaaS domain. Possesses strong technical expertise across customer experience functions such as Product Support, Technical Account Management, and Customer Success. Proven track record as a people manager, leading high-performing teams. Skilled at driving OKRs, optimizing operations, and consistently delivering efficient, impactful results through strategic leadership and team motivation

Overview

9
9
years of professional experience

Work History

Manager, Technical Product Support

Freshworks
Chennai
03.2022 - Current
  • Led a 15-member team managing Freshdesk, Freshchat, and Freshcaller, ensuring smooth day-to-day operations and exceptional customer experiences.
  • Consistently achieved and exceeded OKRs by staying hands-on with team goals, mentoring individuals, and promoting a culture of accountability and learning. CSAT improved from 93% in Q1 2022 to 96% in Q4 2024 (to present), over the same period, resolution SLA increased from 85% to 92%, and survey response rates rose to 25%.
  • Proactively monitored customer sentiment using AI and analytics tools to prevent potential escalations, resulting in an 85% reduction and a significant uplift in support quality. This also helped in targeting at-risk accounts, and enabling successful retention, upsell, and cross-sell efforts—generating leads worth $10K MRR in Q4 2024 and $6K MRR in Q1 2024, thereby contributing to customer success.
  • Promoted technical upskilling by identifying skill gaps and addressing them through targeted training sessions. Focused sessions on key topics led to a reduction in the number of interactions per ticket for related contact codes, averaging 5 interactions per ticket.
  • Presented team performance highlights and improvement areas in monthly BU review meetings with senior leadership.
  • Collaborated with Sales on Premium Support pitches for enterprise clients.
  • Collaborated with RevOps and BI teams to improve data visibility and logic accuracy for better decision-making across support functions.
  • Ensured effective workload distribution across live channels, even during regional holidays and BCP scenarios, by thoughtfully planning coverage and support rotations
  • Proposed and implemented process optimizations that drove measurable efficiency gains and improved team performance.
  • Designed a custom 24/7 ticket monitoring process focused on high and urgent priority tickets, reducing sentiment-related escalations caused by delayed responses outside agent business hours to zero.
  • Collaborated with cross-functional teams to align project goals with organizational strategy.
  • Developed a streamlined and consolidated first response template, which:
  • Cut the average number of interactions per ticket from 10 to 5.
  • Helped achieve 92% SLA compliance by accelerating resolution times
  • Invested in individual growth through regular 1:1s, personalized development plans, and open conversations that aligned career aspirations with team goals.
  • Played an active role in recruiting and onboarding talent during both offshore and onshore hiring events, targeting 30 interviews per year.

Enterprise Technical Account Manager

Freshworks
Chennai
03.2019 - 03.2022
  • Managed strategic enterprise portfolios across the globe with a total ARR of $6M.
  • Played a multifaceted role combining customer success, technical support, and strategic account management to deliver exceptional client experiences and drive business outcomes.
  • Led impactful onsite engagements in South Africa and New Delhi, conducting quarterly business reviews (QBRs), product demonstrations, and hands-on technical troubleshooting to resolve complex challenges collaboratively.
  • Led demos and value-based discussions at FUN’22 (Johannesburg & Cape Town) representing Freshworks.
  • Performed regular health checks through QBRs and quarterly technical reviews (QTRs), and implemented systematic backend monitoring of API calls and system usage to identify and resolve potential issues proactively.
  • Fostered strong client relationships, resulting in zero escalations and consistently high TAM experience score and CES across all managed accounts.

Project Manager, Data Migration Services

Freshworks
Chennai
01.2018 - 06.2021
  • Established and led the data migration team from scratch, ensuring seamless onboarding and smooth data transitions within Freshdesk. Successfully executed nearly 200 migrations.
  • Partnered with engineering and product teams to develop and scale an in-house migration tool handling 200,000+ records per run, ensuring high quality through regular checks.
  • Conducted competitive analysis and introduced a monetization model that boosted customer satisfaction and generated new revenue opportunities.

Product Specialist

Freshworks
Chennai
12.2016 - 03.2019
  • Helped customers across the US, UK, India, and MEA by providing real-time technical support, often solving complex issues on the spot without needing to loop in developers.
  • Worked closely with different teams to spot recurring problems, improve how things are explained, and make the product easier to use — all while keeping customer satisfaction high.

Systems Engineer

Tata Consultancy Services
Chennai
10.2016 - 11.2016
  • Supported 24/7 Business Intelligence operations for Citibank using Ab Initio and Tableau, ensuring system uptime and data accuracy.
  • Led Change Management for critical CRs, coordinating with developers, QA, and stakeholders to ensure smooth and risk-free production releases.

Education

Post Graduate Program - Business Analytics And Business Intelligence

Great Lakes Institute of Management
Chennai
12-2019

B Tech - Information Technology

SASTRA University
Thanjavur
05-2014

Skills

  • Customer Experience & Support Leadership
  • Cross-Functional Collaboration & Stakeholder Engagement
  • Strategic Technical Account Management & Customer Success
  • Process Optimization & Operational Excellence
  • Program & Project Management

Timeline

Manager, Technical Product Support

Freshworks
03.2022 - Current

Enterprise Technical Account Manager

Freshworks
03.2019 - 03.2022

Project Manager, Data Migration Services

Freshworks
01.2018 - 06.2021

Product Specialist

Freshworks
12.2016 - 03.2019

Systems Engineer

Tata Consultancy Services
10.2016 - 11.2016

Post Graduate Program - Business Analytics And Business Intelligence

Great Lakes Institute of Management

B Tech - Information Technology

SASTRA University

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