Rahul Choudhary

Inspire, lead and grow a team of Tech support and Customer Success Engineers

Manage the growth for the region, collaborate with peers in the product, sales, and customer success to deliver projects on time and within budget by capacity planning

Driving technical support operation and customer success operations from India (covering EMEA and APAC region)

Forming a cross-functional product team, bringing stakeholders from Engineering, Technical Support, and Quality Engineering to create a streamlined, collaborative development process aligned to each customer touchpoint

Negotiate product roadmap / feature sets with the product and engineering teams

Continuous Process Improvement / Managing Change ni a Dynamic Organization

Ensuring targeted service and performance standards are achieved or exceeded

Champion customer advocacy, collaborate with and influence support interfaces leading to excellent customer experience with services a n d support

Manage Support Metrics part of value driven proposition that includes - CSAT,SLA,TTR,Backlog,Team Productivity, Engineering Escalation

Establishment and adoption of incident management, escalation management and change management process workflow

Involved in Strategic Recovery for Accounts at Risk, as a part of Post-Sales

Responsible for Technical &Customer Handling Readiness of Engineers in the customer success function