RAHUL SHARMA
SALESFORCE
Hyderabad
Work Preference
Desired Job Title
Vice President of OperationsHead of Operationsvp technical SupportVice President, Technical SupportSenior Director, Technical Support
Work Type
Full Time
Location Preference
On-Site
Location:
IndiaUAESingaporeAustraliaCanada
Open to relocation:
Yes
Minimum Desired Compensation
₹25000000/yr
Important To Me
Career advancementCompany CultureFlexible work hoursStock Options / Equity / Profit SharingTeam Building / Company Retreats
1
Certification
19
years of professional experience
Dynamic Leader with 20+ years of experience and a proven track record of driving customer success and operational excellence. Proven track record leading 24x7 follow-the-sun operations supporting Fortune 500 customers across SaaS, cloud, cybersecurity, and AI platforms. Expertise in managing large-scale technical support teams and enhancing Customer Experience through strategic initiatives. Expert in managing business-critical incidents, executive escalations, crisis management, operational transformation, and cross-functional collaboration with Engineering, Product Management, Sales, and Customer Success. Articulate, enthusiastic and result-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Decisive planner with good communication and problem-solving abilities. Effective people manager and big-picture thinker.
Work History
Senior Director, Technical Support Engineering
3 Years 8 Months- Leading ~180 Tableau Support Engineers operations with direct operational accountability across India (Hyderabad and Bengaluru) and Australia (Sydney), driving consistent execution across geographically dispersed teams.
- Led critical customer escalation responses, coordinating stakeholders and technical resources to maintain customer trust and mitigate business impact.
- Delivered 20% productivity gains, 60% faster TTR, 20% backlog reduction, and 50% fewer escalations through data-driven operational governance.
- Implemented Knowledge-Centered Support at scale, delivering 50% case deflection, 30% growth in knowledge creation, and 35% improvement in reuse.
- Established annual departmental objectives and governance mechanisms, tracking performance against goals and ensuring accountability for delivery and operational health.
- Collaborated with cross-functional leaders to share best practices, address operational challenges, and drive progress on global strategic initiatives.
- Boosted GIS (Global Insights Employee Survey) scores by 20% through targeted coaching, career development initiatives, and promotion of an inclusive leadership culture.
- Prepare and present executive-facing Monthly Business Reviews and Quarterly Business Reviews, providing visibility into business health, risks, performance and near-/long-term priorities.
Director, Technical Support Engineering
4 Years 10 Months- Built and led a 24/7 global SaaS support org ~150 Commerce Cloud Support Engineer organization across APAC, EMEA and North America, delivering 24*7 enterprise cloud success for Salesforce's most strategic and complex accounts.
- Transformed customer experience, increasing CSAT by 20% through proactive support, analytics, customer feedback, and cross-functional alignment.
- Reduced repeat incidents by 35% among strategic enterprise customers by integrating customer feedback, product insights, and Engineering/Support action plans.
- Facilitated communication between Sales, Engineering, and Product for global Tier-1/2 enterprise escalations—protecting recurring revenue and fostering renewal loyalty.
- Established continuous-improvement frameworks to enhance resolution efficiency and reduce operational costs.
Manager, Technical Support
2 Years 7 Months- Led India support operations (40+, Managers & Sr. ICs) providing 24/7 post-sales support.
- Built support organization from scratch, transitioning from outsourced to in-house delivery, enhancing service quality and response times.
- Established Business Critical Services in India, designed operating model, and implemented delivery processes to enhance service quality through customer feedback loops.
- Acted as the escalation point for Sales and management on customer issues, addressing pre-sales matters to minimize risk of revenue loss.
- Collaborated with cross-functional teams to manage backlog and mitigate escalations, reinforcing ownership and accountability across departments.
Business Critical Account Manager
5 Years 6 Months- Owned service delivery and the end-to-end customer lifecycle for named enterprise accounts, acting as the single point of contact for premium and mission-critical customers in India and abroad; directly managed 10 named accounts in India.
- Coordinated critical escalations across support, sales, sales engineering, product engineering, and product management to prioritize resources and ensure timely resolution of issues.
- Established trusted relationships with technical leaders, management, and C-level stakeholders through proactive communication, service reviews, and effective escalation plans.
- Collaborated with account and Sales executives to develop customer value propositions, facilitate contract renewals, and identify upsell/cross-sell opportunities.
- Presented quarterly and semi-annual service performance reviews to executive stakeholders, aligning operational measures with customer expectations and driving business objectives.
Team Lead, Technical Support
7 Months- Provided 24/7 technical support to clients, ensuring timely resolution of issues and high client satisfaction.
- Delivered technical support, prioritized escalations based on criticality and business value, and provided weekly updates to US and India management on operations.
- Led CyberMedia Software support team through daily ticket queues and escalations.
- Guided agents in improving customer communication skills for product troubleshooting, case documentation, and client interactions.
- Reviewed support cases for accuracy and urgency, ensuring adherence to policy compliance.
Team Leader, Technical Support
1 Year 4 Months- Supervised 10 frontline support engineers across APAC, EMEA, and US shifts; led onboarding and training to ensure SOP adherence and effective escalation handling.
- Led Apptix Software support team to resolve customer issues across hosted communication platforms, enhancing user satisfaction.
- Coordinated response workflows for email, voice, and account access incidents, ensuring timely resolution and improved service reliability.
- Trained technicians on ticket triage, escalation paths, and support documentation standards, contributing to consistent support quality.
Education
Perusing MBA - Business Analytics
Bachelor of Science - Electronics
Skills
Escalation management
Customer relationship management
Customer success
Account management
Sales partnership support
Cross-Functional Influence
Technical escalation
Operational Strategy
Process Excellence
Governance metrics
MBR/OBR Reporting
Resource management
Team Performance Management
Organizational Development
Knowledge centered support
Regional Operations Leadership
Certification
- Microsoft Certified Systems Engineer (MCSE)
- Salesforce Certified Admin and AI Specialist
LEADERSHIP VALUE PROPOSITION
- Regional and distributed-team leadership: operational accountability across Hyderabad, Bengaluru and Sydney; experience leading Directors, Senior Managers, Managers, building leadership bench strength, and aligning teams to common goals.
- Customer outcomes and executive engagement: ownership of critical and red-account escalations, strategic enterprise relationships, C-level communications, and customer-facing service reviews.
- Business and commercial partnership: renewal-focused account management, collaboration with Sales on value propositions and upsell/cross-sell opportunities, and support for revenue-sensitive pre-sales escalations.
- Operational rigor: annual objectives, governance, KPI scorecards, MBR/OBR reporting, backlog and escalation controls: SLA, CSAT, TTR, Productivity, Throughput performance, capacity planning and continuous improvement.
- Talent, culture and transformation: hiring, retention, coaching, performance management, recognition, employee development and creation of accountable, high-trust teams.
- Cross-functional execution: partnership with Sales, Sales Engineering, Support, Product Management, Product Engineering and global leadership to align priorities and deliver customer value.
Accomplishments
- Leadership Excellence Award at the FY27 Cloud Success Leadership Kickoff held at Seattle, USA
- Selected to join the Salesforce Agentic Leader Academy, a 12-month development experience for a select top 1% Senior Directors and VPs.
Timeline
Senior Director, Technical Support Engineering
SALESFORCE
02.2023 - CurrentRead More
Director, Technical Support Engineering
SALESFORCE
04.2018 - 02.2023Read More
Manager, Technical Support
QUICK HEAL TECHNOLOGIES PVT. LTD.
02.2015 - 09.2017Read More
Business Critical Account Manager
SYMANTEC CORPORATION
08.2009 - 02.2015Read More
Team Lead, Technical Support
CyberMedia Software
12.2008 - 07.2009Read More
Team Leader, Technical Support
Apptix Software
08.2007 - 12.2008Read More
Hyderabad University
Perusing MBA from Business Analytics
Read More
Pune University
Bachelor of Science from Electronics
Read More