Pranav Jyot Singh
Hyderabad
Summary
Performance-driven Escalation Manager & Customer Success Professional with over 14 years of experience in incident resolution, escalation management, and driving customer satisfaction. Skilled in leading cross-functional teams, collaborating with stakeholders, and excelling in high-pressure environments. Focused on fostering customer-centric cultures, optimizing processes, and consistently exceeding performance targets to deliver value and build strong relationships. Results-oriented with a proven track record of working collaboratively with team members and customers to achieve goals, top-notch customer success scores, and a passion for management.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Manager, Critical Incident Center - Escalations
Salesforce
08.2022 - Current
- Manage Red Accounts and executive escalations by leading collaboration, planning, and execution.
- Facilitate knowledge transfer, drive issue resolution, and coordinate both internal and customer-facing meetings.
- As the North Europe Escalation Lead, oversee Red Account review calls with Customer Success leaders and participate in territory QBRs.
- Collaborate closely with the Customer Success and Technology & Products teams to represent the customer voice and ensure their concerns are addressed.
- Partner with Sales, Success and Revenue teams to mitigate attrition and analyze renewal risks.
- Deliver clear and effective communication services to internal stakeholders, including C-suite executives.
- Enhance Trust Engagement services by collaborating with the Rebuild Trust team on root cause analysis and customer outreach.
- Participate in process improvement, hiring, and onboarding initiatives, while guiding and mentoring new team members.
Manager, Critical Incident Center - Executive Escalations
Salesforce
02.2019 - 08.2022
- Lead the Salesforce case escalations by providing a seamless customer experience designed to preserve customer value, resolve high-impact issues, and mitigate Salesforce business risk.
- Responsible for managing swimlanes, assigning action owners, overseeing stakeholder engagement, coordinating resource allocation, and serving as the escalation commander on escalation bridges.
- Provide efficient communication service to the C-suite and Executives.
- Build a bridge between Support and Product teams to expedite the investigation and provide resolution to our customers.
- Provide enablement sessions to our stakeholders to better utilize our services.
- Established and implemented processes that enhanced team efficiency and strengthened escalation management.
- Collaborated with other functions within the Critical Incident Center team to refine communication tools and streamline processes.
- Up-skill team members to adapt to the performance-driven and customer-centric environment.
- Led the end-to-end integration of an acquisition as a Business Relationship Manager.
Senior Support Engineer
Salesforce
09.2016 - 02.2019
- Managed support cases for Premier customers, delivering high CSAT scores, maintaining 100% SLA compliance, and meeting key KPIs.
- Acted as a Subject Matter Expert, supporting the team with Priority 1 issues and handling escalated customer calls.
- Identified skill gaps within the team and developed targeted training programs to elevate performance.
- Collaborated closely with Support Leadership on daily operations, including reviewing high-aged cases and generating reports to keep teams aligned with performance metrics.
- Drove team productivity, focusing on CSAT, Average Days Open/Closure, SLA, and resolution time targets.
Technical Analyst
BMC Software
01.2015 - 08.2016
- Provided technical expertise for Remedyforce, managing critical support cases and delivering exceptional customer service.
- Accountable for managing BMC customers Service Console and offering phone and screen-sharing support to troubleshoot and resolve issues efficiently.
Process Specialist (SME) - Salesforce Delivery Partner
Cognizant
10.2012 - 01.2015
- Delivered Salesforce admin support to premier and signature customers, achieving top CSAT scores and process efficiencies.
- Liaised with the Salesforce APAC leadership to align team performance with business goals.
Technical Associate
Dell Technologies
05.2011 - 07.2012
- Delivered frontline support for Dell hardware and software, enhancing customer experiences and driving upsell opportunities.
Education
Bachelor's degree - Computer Science Engineering
Kurukshetra University
01.2010
Skills
- Customer Success
- Team Building
- Problem Solving
- Stakeholder Management
- Getting Things Done
- Escalation Management
- Communication
- Team Leadership
- Cross-functional Coordination
- Trusted Business Advisor
- Customer Advocacy
Accomplishments
- Led the CIC Severity 1(fka Singles) and Escalation process integration workgroup to build an integrated Service Portfolio and define the process workflow, including defining communication methods and exit criteria into the workflow.
- Established AMER Operations, CIC India (w.e.f 02/01/20) - Successfully launched and led AMER Operations from CIC India, building it from the ground up with a team of three members, ensuring seamless operational alignment across regions.
- Business Relationship Manager, Salesforce Industries (formerly Vlocity) Merger & Acquisition - Managed the integration of Salesforce Industries into CIC functions, driving alignment and ensuring operational continuity through strategic M&A execution.
- Partnered with the Operations team to implement a 'Feedback' mechanism within the escalation email update template, driving continuous improvement and stakeholder engagement.
Awards
- Customer Champion Award, National Customer Service Week (NCSW) 2022 - Recognized for outstanding dedication and excellence in customer service at Salesforce.
- Honored twice with the prestigious 'Star of the Quarter' award for exceptional performance and exceeding customer expectations in BMC Software.
- Awarded for demonstrating exemplary Customer Handling Skills (CHS Award) in 2011 - DELL Technologies.
Certification
- 5X Salesforce Certified (Certified AI Associate, Service Cloud Consultant, Administration ADM 201, App Builder Platform, Advance Administration ADM 211)
- ITIL Foundation by AXELOS
Timeline
Senior Manager, Critical Incident Center - Escalations
Salesforce
08.2022 - Current
Manager, Critical Incident Center - Executive Escalations
Salesforce
02.2019 - 08.2022
Senior Support Engineer
Salesforce
09.2016 - 02.2019
Technical Analyst
BMC Software
01.2015 - 08.2016
Process Specialist (SME) - Salesforce Delivery Partner
Cognizant
10.2012 - 01.2015
Technical Associate
Dell Technologies
05.2011 - 07.2012
Bachelor's degree - Computer Science Engineering
Kurukshetra University
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