Kiran Krishna

Accomplished technical professional with 8+ years of experience in Microsoft technologies, customer success, and support—currently working as a Team Lead and Product Expert at Aptean. Lead and mentor a team of 18 members, providing strategic business insights while driving team development and operational efficiency. Skilled in training and onboarding new hires, sharing best practices, and creating internal knowledge bases and documentation to enhance overall service quality and consistency. Strong background working on web-based ERP and MES applications, including dashboards deployed on manufacturing shop floors. Proficient in Application Performance Management, ETL processes, analytics, and driving customer retention through data-driven strategies. Successfully led and delivered billable services projects, including upgrades, customizations, and deployments. Experienced in using Salesforce CRM to manage global customer relationships and track satisfaction (NPS, CSAT) across regions including the US, Canada, UK, Germany, France, Australia, China, and Japan. Strong interpersonal and communication skills; build trusted relationships with cross-functional teams and customers globally using tools like Zoom and Microsoft Teams. Technically adept with Kubernetes, securing Kubernetes and containerized environments, Azure Cloud, and Python.

• Acted as the primary technical point of contact for global customers via Slack, chat, and calls, ensuring quick resolutions and high CSAT scores.
• Triaged and resolved support cases while thoroughly documenting root causes, workarounds, and permanent fixes in both internal and external knowledge bases.
• Supported Go-To-Market and pre-sales teams on technical POCs, customer demos, and onboarding activities across APJ and EMEA regions.
• Authored internal blogs, and external documentation on Support Best Practices.

• Contributed to open-source communities via issue triaging, pull requests, and technical discussions.
• Partnered closely with engineering and product teams to escalate bugs, prioritize feature requests, and align product enhancements with customer feedback.
• Mentored junior engineers and created enablement materials to scale knowledge across the support organization.
• Highly responsive and dependable in a distributed, global support environment, with experience participating in weekend and on-call rotations.
• Strong written and verbal communication skills; articulate complex concepts clearly and concisely.
• Self-driven, resourceful, and committed to continuous learning and improvement in dynamic SaaS environments.

• Spot Award for Contributions in Reducing the Inflow of Cases
• Implemented innovative solutions that reduced case inflow.
• Collaborated effectively with cross-functional teams to achieve project goals.
• Leadership in Technical Excellence
• Displayed leadership qualities by monitoring the queue and creating dashboards.
• Mentored colleagues and elevated team’s technical competency through guidance.
• GEM Award (Going the Extra Mile)
• Recognized for exceeding expectations consistently.
• Took initiative and contributed to team morale and delivery excellence.

• Lead improvements by monitoring and developing dashboards to proactively monitor trends and customer escalations and use data to recommend technical and business process changes to meet expectations.
• Led a support & services team of 9 members to achieve maximum NPS responses for Aptean within 4 weeks.
• Delivered survey response rates of 40%+ with 100 cases weekly for continuously 3 weeks.
• Engineered an Analytical solution to track the Support Rep performance engaged with leaders to identify focus and improvement areas.
• Designed a process to enhance customer experience by building rapport with all the customers and built a reliable repository of customer contact information for quick resolution of customer concerns.
• Went beyond in meeting the Targets provided by management with the most Customer Satisfaction rate.
• Handled customer inquiries and complaints from global customers, resolved issues in a timely and satisfactory manner, resulting in more than 90% customer satisfaction rating across all regions.
• Collaborated with cross-functional teams to identify opportunities for process improvements and enhance the overall customer experience for global customers.