Rohit Kumar

• Provide outstanding customer experience contributing to renewals, up-sell, retention of accounts resulting in better adoption of Qualys products amongst customers.
• Handling 12 to 14 accounts for APAC & EMEA region with annual subscription value (ASV) exceeding 8.3 M.
• Improve customer experience throughout customer lifecycle and achieving 90% on customer retention with 95% of annual recurring revenue (ARR).
• Partner with Sales team to ensure that renewal and expansion opportunities are identified.
• Contribute to effectiveness of Customer Success programs through collecting and updating metrics, dashboards, and operational reviews.
• Ensure that account issues are resolved quickly by escalating to appropriate stakeholders, internal teams, and functions
• Collaborate in customer on-boarding, implementation, weekly status meetings with customer, meeting minutes, tracking of deliverables.
• Drive customer adoption of Qualys solutions and reducing Total Cost of Ownership, setting up opportunities for PoC of Qualys Modules
• Review customer product adoption and feedback, overall customer experience, and providing service through cadence calls, regular monthly/quarterly business reviews
• Drive incident management process to ensure issues reported by our customers are resolved within agreed SLA.
• Understanding of customer infrastructure, process, use of Qualys products and road map to capture total value of product to reduce risk.
• Collaborating with Product Management team and assist customers in prioritizing, tracking, testing, and delivering new Feature Requests.
• Understand and document impact of issue, priority of any open tickets, and timelines for ongoing projects and commitments.
• Track customer sentiment and identify any revenue risk, document, and project customer voice.
• Facilitate necessary communication between support, engineering, development, platform team and customers
• Root Cause Analysis (RCA's) and postmortem reports for critical situations
• Create and provide presentations to leadership on state of accounts
• Track and report account health and status of escalations, monitor metrics and develop actionable insights to improve efficiency and performance
• Continuous process improvement and problem-solving efforts to create standard procedures, customer engagement document and escalation policy for customer support team.

• Managing team of 10-12 technical support engineers to provide best in class technical support to Enterprise customers with Cyber Security solutions
• Providing support to end customers with security solutions like Tenable, Rapid 7 and Qualys sharing Vulnerability and Policy Compliance reports showcasing overall security posture of customer's environment
• Continuous monitoring to identify existing vulnerabilities through scanning, classifying vulnerabilities and assess risk and remediation
• Access and monitor security configuration utilizing Policy Compliance to reduce risk and comply with internal policies and external regulations
• Worked on SIEM tools like Splunk Enterprise and ArcSight Enterprise Security Manager to monitor security incidents and reporting
• Queue management for Managed, Premium and Dedicated customers with service requests, incident & change management as well as escalation management
• Establish strong connection with customers and position as business advisor via frequent contacts, sharing roadmaps and conducting Quarterly Business Reviews
• Gathering customer needs and translating them to specific product requirements on cyber security solutions to suit enterprise customers
• Constant monitoring of support metrics and develop actionable insights to improve efficiency and performance resulting in improved NPS scores
• Service Review calls with Vendors, Partners, Global Customers & Business Stakeholders, ensuring continuous & proactive improvement in service levels & achieve agreed SLA and partner satisfaction survey
• Develop and maintain excellent working relationships with customers and account managers and drive Net Promoter Score (NPS) with customers
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of product or application issues
• Adjusted job assignments to keep pace with dynamic business needs, factoring in processes, product expertise and customer demands

• Managing team of Technical Support Engineers providing support on Cyber Security solutions for GE Security Operations (SOC)
• Providing support to Business Stakeholders with security solutions like Tenable and Qualys sharing Vulnerability reports showcasing overall security posture for their business
• Continuous monitoring to identify existing vulnerabilities through scanning, classifying vulnerabilities and assess risk and remediation of vulnerable component
• Worked on SIEM tools like ServiceNow Enterprise Security to monitor security incidents and reporting
• Driving bridge calls for Severity-1/ Highly Critical issues and sharing regular updates per SLA with clients and stakeholders
• Participate in daily Incident Review sessions with clients and provide them with latest updates and progress.
• SLA management on Incident, Service Requests to ensure that they are implemented within SLA
• Identify and address support gaps to ensure consistent, high-level customer interactions and add value with continuous improvement
• Goal & expectation settings based on appraisal cycle, quarterly review and sharing feedback
• Team building & sharing best practices for high morale and control attrition

• Develop, co-ordinate and promote incident management activities
• Ensure that any service breach is suitably recorded and described before it is closed
• Monitoring the quality score on a daily basis and sharing the score with Team Lead & Manager
• Provide feedback to all the engineers via mail or over conference calls ensuring quality and SLA is maintained for the incident and service request tickets
• Worked on ITSM tools like Service Now which helped in providing improved efficiency and effectiveness, increased control with better service and customer experience
• Weekly huddle with the teams to discuss any updates or changes in the process
• Preparing Incident Management Dashboard on a daily basis & share it with the Client & Leadership Team
• Documenting the quality and SLA score for the process and share it across with the leadership team on a weekly basis.

• Complete management, configuration and troubleshooting of Microsoft Exchange Servers
• Maintenance and Security Patching every week following Change Management processes
• Alert Management for customer's on-premise infrastructure
• Worked on ITSM tools like Service Now which helped in providing improved efficiency and effectiveness, increased control with better service and customer experience
• Client's issues related to exchange servers and providing resolution on call/chat with remote sessions
• Raising vendor fault tickets, managing replacement and return of failed devices with hardware suppliers in accordance with SLA, utilizing escalations matrices where required

• Providing desktop support and assistance with technical issues for IBM end customers
• Tracked the team member's performance and prepared the “Individual Development Plan” every quarter.
• Training sessions for newly hired support executives to get them through the learning curve
• Coaching and feedback to team members for quality and customer satisfaction

ICSE & ISC