Prabhu Kanan
Customer Success Lead
Hyderabad
Overview
17
17
years of professional experience
Summary
With 17 years of experience spanning Customer Success, Technical Support, and Product Development, I bring a wealth of expertise in delivering exceptional customer experiences and driving product excellence. Through building long-term client relationships, providing tailored solutions, and proactive support, I have ensured customer satisfaction and maximized product value. Adept at resolving complex technical issues, I have effectively communicated with non-technical users, delivering timely resolutions. Additionally, my involvement in product development, collaborating cross-functionally and gathering customer feedback, has contributed to innovative and high-quality solutions. Overall, I am a versatile professional dedicated to driving customer satisfaction, technical excellence, and product innovation.
Work History
Lead Customer Success Manager
OvalEdge
Hyderabad
01.2021 - Current
- Collaborate with clients to define and document data governance strategies, policies, and processes that align with their business objectives
- Act as a functional consultant, working closely with clients to understand their data governance needs, challenges, and goals
- Serve as the main point of contact for clients, ensuring their success and satisfaction with the data governance solutions and services provided
- Lead the implementation and configuration of the data governance software or platform, tailored to meet the specific requirements of each client
- Conduct regular meetings and workshops with clients to gather feedback, address concerns, and identify opportunities for improvement in their data governance practice
- Collaborate with cross-functional teams, such as sales, marketing, and customer support, to ensure seamless onboarding, adoption, and ongoing support for client
Technical Support Engineer
ProdEx Technologies
Chennai
03.2016 - 12.2020
- Assisting customers with effective onboarding by helping them with Inventory Audit and Generate Leads using Asset gather and eGrabber products
- Reporting spike issues, collecting required logs, identifying the cause of the issues
- Conducted research to proactively identify trends and other relevant business insights, turning insights into actionable and quantifiable opportunities
- Created Internal KB articles for better customer experience and Conducted weekend workshop for knowledge sharing improving customer experience
Support Manager
Benseron Information Technologies India Pvt Ltd.
Chennai
03.2014 - 01.2016
- Tracked KPIs and created continuous improvement plans.
- Increased customer satisfaction ratings to [Number]%.
- Developed and implemented training initiatives for new hires.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Team Lead
ProTeam Softwares India Pvt Ltd
Chennai
05.2012 - 03.2014
- Trained new team members by relaying information on company procedures and safety requirements.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Senior Technical Support Engineer
Infinite Computer Solutions
Bangalore
06.2010 - 01.2011
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Served as primary point of contact for support relating to owned solutions and products.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Senior Technical Support Engineer (Level 2)
Sutherland Global Services
Chennai
11.2008 - 10.2009
- Provided technical support to customers regarding Dell products, including desktops, laptops, servers, and peripherals, both remotely and on-site
- Assisted customers in troubleshooting hardware and software issues, diagnosing problems, and providing timely resolutions to ensure customer satisfaction
- Utilized remote access tools to remotely diagnose and resolve technical issues, minimizing the need for on-site visits and reducing resolution time
- Collaborated with cross-functional teams, including hardware engineers and software developers, to escalate and resolve complex technical issues beyond the scope of first-level support
- Acted as a customer advocate within the organization, ensuring that customer concerns and feedback were properly addressed and resolved
Senior Application Engineer
Slash Support
Chennai
06.2006 - 05.2008
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
- Established empathy with customers through insight into business drivers and expectations to offer personalized service.
Skills
Customer Relations
Training and mentoring
Team Building
Client service optimization
Client training
Workflow configuration
Business process understanding
Technical Analysis
Software diagnosis
Technical issues analysis
Application support
Employee Evaluation
Performance improvement
Client Service
Problem-Solving
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Believe in yourself and all that you are. Know that there is something inside you that is greater than any obstacle
Christian D. Larson
Timeline
Lead Customer Success Manager
OvalEdge
01.2021 - Current
Technical Support Engineer
ProdEx Technologies
03.2016 - 12.2020
Support Manager
Benseron Information Technologies India Pvt Ltd.
03.2014 - 01.2016
Team Lead
ProTeam Softwares India Pvt Ltd
05.2012 - 03.2014
Senior Technical Support Engineer
Infinite Computer Solutions
06.2010 - 01.2011
Senior Technical Support Engineer (Level 2)
Sutherland Global Services
11.2008 - 10.2009
Senior Application Engineer
Slash Support
06.2006 - 05.2008