MANIKANDAN RAMASWAMY

Product Manager/Owner:

• Built a team of 8 members from scratch, established their roles and responsibilities with KRA and KPI, and guided them to collaborate internally with other stakeholders.
• Performed various surveys during the initial COVID period and worked as the product owner to launch three new products (Android, AI, and drone) in under three months , and also managed the program backlogs for these three products.
• Worked closely with the Development team to build an internal CRM & ERP platform for managing users ( from 0 to 2.5 Lakhs and increasing) and the franchise partners.
• Managing 6 Robotics Hardware kits and 5 Software end-user products with 95% up-time ( Managed several updates/upgrades rollouts for both hardware and software products)
• I have been an integral part of project management for real-time robotics projects for clients like QUALCOMM, TATA & Express Avenue.
• Played a vital role in product positioning and pricing by doing competitor analysis

Customer Success / Experience:

• Built the support and service systems from scratch, from setting up the Toll-Free Number to implementing CRM, ticketing System, and setting up the team's SLA, KRA& KPI.
• Created a gamified customer journey to keep customers engaged in the platform (Badges, coins, quizzes, community activities), which resulted in a 30% increase in retention rate .
• Increased the sign-up-to-conversion ratio by 22% by improving customer experience. (Trail course, ease of access to support & rating mechanisms, demo)
• Increased the renewal rate from 35% to 60% and the course completion rate from 50% to 85% by introducing the personal guide and conducting robotic competitions, events, workshops & robot expos.
• Introduced the National Robotics & Coding Challenge (NCRC) to the customers during the COVID time to keep the customers engaged.
• Maintained the CSAT scores at 95% from 2016 till date and increased the NPS from 8 to 9.2

Stake Holder Management / Franchise

• Handling the P&L & the entire operations of Franchise partners (75+ Maker Labs throughout India)
• Planned and implemented a method through which the franchise partners can earn from home during the COVID time.

• Led the support team of 12 members and managed day-to-day operations and service requests reported by users (USA clients) and from automated alarms using the ServiceNow and Remedy tools .
• Upheld the service level agreement for reported incidents and used agile methods to resolve the issues.
• Created and implemented Service Improvement Plans in the existing application to enhance customer experience.

• Provided technical support and services for network products (Belkin) on a day to day basis to US & UK B2C Clients.
• Updated the knowledge base and added 25+ pieces of technical documentation on known issues.