Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Sanjay Kumar S

Summary

Experienced Technical Account Manager with over 8 years of expertise in delivering exceptional technical support and managing key customer accounts. Adept at leveraging in-depth product knowledge and IT infrastructure skills to provide top-tier service and ensure client satisfaction. Proven track record in customer relationship management (CRM), client onboarding, and customer retention. Strong communicator with excellent verbal and written skills, capable of presenting complex technical information clearly and negotiating effectively. Skilled in data analysis, problem-solving, and strategic planning, with a focus on achieving performance metrics and driving customer success. Proficient in cloud computing, cybersecurity, and database management, with hands-on experience in system administration and technical documentation. Highly adaptable team player with a keen understanding of industry trends and market dynamics, committed to fostering strong client relationships

Overview

8
8
years of professional experience
1
1
Certification

Work History

Technical Account Manager

Citrix
07.2021 - Current
  • Increased client satisfaction by promptly addressing technical issues and providing tailored solutions.
  • Managed multiple accounts simultaneously, maintaining high levels of organization and prioritization.
  • Led cross-functional teams to deliver customized solutions that exceeded client expectations.
  • Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
  • Developed strong relationships with key clients, ensuring their needs were met and fostering long-term partnerships.
  • Conducted regular account reviews to proactively identify areas of improvement and implement necessary changes.
  • Delivered exceptional customer support by resolving complex technical challenges in a timely manner.
  • Provided in-depth product training for customers, enhancing their understanding and usage of the technology.
  • Ensured timely issue resolution by coordinating resources effectively across departments when needed.
  • Engaged in tool and process improvements to streamline customer success activities and services.
  • Utilized data analytics tools to monitor account performance, identifying trends and making informed recommendations.
  • Streamlined internal processes to improve efficiency within the Technical Account Management team.

Critical Incident Manager

Accenture
01.2018 - 07.2021
  • Provided guidance on incident prioritization based on potential impact, enabling more effective resource allocation during crisis periods.
  • Developed comprehensive incident management plans to minimize downtime and maintain service levels.
  • Enhanced customer satisfaction by promptly addressing critical incidents and providing thorough followups.
  • Developed and implemented business continuity plans to minimize the impact of critical incidents on overall operations.
  • Established strong relationships with external vendors/partners to expedite issue resolution when necessary.
  • Conducted post-incident reviews, identifying areas for improvement and refining incident management procedures accordingly.
  • Coordinated with stakeholders during high-impact events, maintaining transparency and trust throughout the resolution process.
  • Led regular review meetings to discuss ongoing incidents, assess progress, and adjust strategies as needed for optimal outcomes.
  • Served as an escalation point for high-severity incidents, ensuring timely interventions and resolutions.
  • Collaborated with internal teams to develop custom solutions for recurring issues, minimizing repeat incidents significantly.
  • Maintained detailed records of all critical incidents to facilitate trend analysis and informed decision-making in future situations.
  • Evaluated root cause analysis results to identify trends and implement proactive measures for future prevention.
  • Trained team members on best practices for incident management, enhancing overall team performance and efficiency.
  • Managed cross-functional teams in resolving complex technical issues, ensuring swift resolution of critical incidents.
  • Streamlined communication between departments during high-priority incidents, fostering a more collaborative environment.
  • Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
  • Assessed incident priority based upon impact to business and escalated issues as necessary.

Technical Support Representative

Hinduja Global Solutions
06.2016 - 12.2017
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Managed high levels of call flow and responded to [Type] technical support needs.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Implemented feedback from customers to improve overall quality of support services provided by the team.
  • Assisted with updating technical support best practices for use by team.

Education

Bachelor of Engineering - Electrical, Electronics And Communications Engineering

Sambhram Institute Of Technology
Bengaluru, India
06.2015

Pre-University - Science Education

Vijayabharathi Pre University College
Bengaluru, India
06.2011

Skills

  • ITIL Framework
  • CRM software proficiency
  • Requirements management
  • Lifecycle Management
  • Technical Support
  • Software Development Lifecycle
  • Cloud Computing
  • IT Infrastructure
  • Customer Relationship Management
  • Account Management
  • Client Onboarding
  • Presentation
  • Problem Solving

Accomplishments

  • Awarded as the Most Valuable Person (MVP) for a quarter
  • Quality Champion - Achieved 100% quality audit score continuously for a year. (Accenture)
  • Appreciation emails from client for delivering outstanding work. (Citrix & Accenture)

Certification

  • ITIL Foundation V4 Certification
  • Microsoft Azure Foundation AZ-900
  • Citrix ADC CCAN

Timeline

Technical Account Manager

Citrix
07.2021 - Current

Critical Incident Manager

Accenture
01.2018 - 07.2021

Technical Support Representative

Hinduja Global Solutions
06.2016 - 12.2017

Bachelor of Engineering - Electrical, Electronics And Communications Engineering

Sambhram Institute Of Technology

Pre-University - Science Education

Vijayabharathi Pre University College

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Sanjay Kumar S