Sabarish Nandakumar

• Engaged with Japanese and global customers to gather business requirements and recommend tailored SaaS-based ITSM solutions.
• Conduct requirement discovery sessions and translate business needs into technical solutions for internal product teams.
• Deliver product demonstrations and technical presentations for SaaS platforms, including Freshservice.
• Developed solution documentation, workflows, and proposal materials to facilitate informed customer decision-making.
• Coordinate between customers, internal product teams, and engineering teams to ensure accurate solution delivery.
• Coordinated presales activities and proposal development by preparing solution architecture and high-level implementation plans.
• Assist project teams by clarifying requirements, validating configurations, and ensuring alignment between stakeholders.

Key Responsibilities

• Onboarding CitiDirect clients into the application and helping them understand how the product works and its use cases.
• Configured product access for customers according to best practices and specific business use cases.
• Delivered technical assistance during onboarding, facilitating understanding of the tool's full capabilities through presentations and walkthroughs.
• Acted as liaison between customer and product team, advocating for enhancements based on customer needs.

Key Responsibilities

• Delivered exceptional customer service across service management disciplines, including incident, problem, change, configuration, capacity, and availability management.
• Managed user requests in BMC Remedy, ensuring compliance with SLA guidelines.
• Acted as the primary point of contact to assist customers with first- or second-level support using the incident management, change management, and request fulfillment processes.
• Monitored and supported technical operations across platforms and processes in specialist knowledge areas.