Ramprashanth P
Coimbatore
Summary
Dynamic Technical Account Manager with 9 years of experience in client relationship management and product optimization at Airmeet. Proven track record of identifying upselling opportunities and enhancing customer satisfaction through effective onboarding processes. Skilled in diagnostics and cross-selling strategies that lead to improved service performance and increased client retention. Focused on leveraging expertise to build long-term partnerships and drive organizational growth.
Overview
9
9
years of professional experience
Work History
Sr.Service Partner - AirCare (Technical Account Manager)
Airmeet
Bengaluru
06.2022 - Current
- Serve as the main point of contact for key customers, building long-term relationships to ensure satisfaction, loyalty, and retention while acting as a strategic advisor to optimize product usage for maximum value
- Oversee onboarding, implementation, and troubleshooting, collaborating with support, technical, and engineering teams to resolve issues and ensure seamless service performance, while consistently meeting SLAs
- Identify upselling and cross-selling opportunities, address customer pain points, and drive product and process improvements by collecting and analyzing customer feedback and usage data
- Work with internal teams to align product offerings with customer needs, prioritize feature improvements, and track customer satisfaction using metrics like NPS, churn rate, and CSAT
- Stay informed on industry trends and best practices to maintain competitive service excellence
Customer Success Manager
Airmeet
Bengaluru
12.2021 - 06.2022
- Manage accounts ranging from SMB to enterprise-level clients
- Drove upselling opportunities and expanded the client portfolio
- Ensured strong client engagement through onboarding/kickoff calls, regular cadence calls, and Quarterly Business Reviews
- Led account renewals, pricing negotiations, and fostered relationship-building across multiple client teams
Regional Technical Account Manager (RTAM)
Airmeet
Bengaluru
06.2021 - 12.2021
- Delivered weekly updates to stakeholders after reviewing and offering feedback.
- Provided personalized support in regular one-on-one meetings.
- Worked with cross-functional teams such as Fresh Desk and the Technical Team to develop business strategies.
- Lead projects to improve processes, enhance customer experience, and provide ad hoc data to management as needed
- Facilitated communication between team and management, overseeing issue resolution.
Technical Team Lead
Airmeet
Bengaluru
01.2021 - 06.2021
- Lead and motivate a 25-member customer support team, aligning goals and providing coaching for performance improvement
- Manage resources, including staffing, budget, and technology, to meet customer needs and handle escalated calls
- Organize Rewards & Recognition activities to enhance team performance and foster a positive work environment
- Analyze performance data, identify improvement areas, and oversee daily operations with regular team meetings
- Identify training needs and coordinate skill-building sessions to enhance team capabilities
Product Support Associate
Replicon
Bengaluru
06.2019 - 12.2020
- Provide customer service and technical support for Replicon products, resolving issues via phone, email, FTP, and remote connections
- Serve as a pre-sales consultant, gathering client requirements, suggesting product improvements, and educating customers on AWS, GDPR, and data compliance
- Prioritize and troubleshoot production issues, collaborating with management, product, and engineering teams to resolve support tickets
- Collect customer requirements, create use-cases for Product Management, and contribute to market research and go-to-market strategies
- Identify automation opportunities to improve team efficiency and work with client services for comprehensive account management
Technical Support Engineer
VMware
Bengaluru
02.2018 - 05.2019
- Troubleshot VMware Fusion, Workstation Pro, and Workstation Player issues, assisting global customers with technical and non-technical queries
- Created, migrated, and managed virtual machines, including snapshots and importing Boot Camp virtual machines
- Provided troubleshooting for Mac and Windows OS issues, including network, device configuration, startup, registry, and disk partitions
- Contributed to software feature testing during general availability
- Offered on-call support via Salesforce for the EMEA and NASA regions
End User Support Specialist
HCL Technologies
Bengaluru
11.2016 - 01.2018
- Managed Active Directory (password resets, user updates, security groups) and Exchange Management Console (distribution groups, permissions, external email access) for LinkedIn via HCL payroll
- Configured emails, secured devices, and installed packages using mobile device management tools like MaaS360 and AirWatch
- Deployed software and managed software/licenses for Windows and Mac computers using LANDesk and JAMF/Casper Remote based on user requests
- Supported collaboration tools (BlueJeans, WebEx, Jabber, Cisco Phones) for video conferencing setup and troubleshooting
- Troubleshot Windows 7/10 and Mac OS issues, managed YubiKey for secure server access, and ensured security compliance with Symantec Antivirus and FireEye threat monitoring
IT System Administrator
Town and City Developers
Coimbatore
02.2016 - 12.2016
- Install and configure Windows OS (XP, Win7, Win8, Win10) and macOS, along with wireless data cards
- Troubleshoot hardware, software, networking, printer, and LAN issues, utilizing CMD for connectivity problems
- Backup data and emails (iOS images, MS Outlook PST files), and support MS Outlook configuration and password resets via RDP
- Support Firewall, VLAN, VPN, and perform Active Directory user management, including handling Windows Update Services
- Maintain RF links, monitor virus issues, and ensure endpoint protection using antivirus software
Education
Diploma in Computer Science And Engineering (DCSE) - Engineering And Technology
Sri Ramakrishna Polytechnic College
Coimbatore10-2015
Skills
- Account Technical Management
- Client Relationship Management
- Onboarding Process
- Product Usage Optimization
- Diagnostic Skills
- Cross-selling strategies
Timeline
Sr.Service Partner - AirCare (Technical Account Manager)
Airmeet
06.2022 - Current
Customer Success Manager
Airmeet
12.2021 - 06.2022
Regional Technical Account Manager (RTAM)
Airmeet
06.2021 - 12.2021
Technical Team Lead
Airmeet
01.2021 - 06.2021
Product Support Associate
Replicon
06.2019 - 12.2020
Technical Support Engineer
VMware
02.2018 - 05.2019
End User Support Specialist
HCL Technologies
11.2016 - 01.2018
IT System Administrator
Town and City Developers
02.2016 - 12.2016
Diploma in Computer Science And Engineering (DCSE) - Engineering And Technology
Sri Ramakrishna Polytechnic College
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