Hi, I’m
Sanjeev Xavier Joseph
Lead Program Manager - Customer Support
Chennai
Summary
As a Program Manager in Customer Support, I specialize in managing complex escalations and collaborating with leadership to design better processes. I’m passionate about driving team performance and fostering a culture of mentorship and accountability.
I’ve led high-performing teams by connecting with their challenges and guiding them toward delivering exceptional customer experiences. My earlier roles as a Technical Account Manager and Product Specialist gave me the opportunity to work with over 50 enterprise customers, crafting tailored solutions and building strong partnerships. This blend of technical expertise and customer focus has shaped my approach to problem-solving and cross-functional collaboration.
My experience in leadership, process optimization, and program management allows me to deliver impactful initiatives that elevate both team performance and customer satisfaction.
Overview
9
years of professional experience
Work History
FreshworksChennai
Lead Program Manager - Customer Support
01.2023 - Current
Job overview
- Managed the Escalations Program, working closely with engineering teams to fast-track bug fixes across all Freshworks products and thereby reducing the escalations by 70% since 2023
- Close looping all escalations with the relevant stakeholders to deliver results for customers and reduce churn.
- Designed and rolled out effective processes that significantly reduced escalations and boosted customer satisfaction.
- Regularly collaborated with Leads and Managers in focused sessions to align numbers with targets.
- Partnered with Support's Management team to refine existing processes and implement meaningful improvements.
- Driving the backlog reduction project (reduced by 50%) across different Product support teams to ensure resolution time for customers is short.
- Used tools like Supportlogic to track escalation trends, pinpoint root causes and tackling Likely to Escalate cases.
- Played a key role in enhancing internal tools to make them more effective for tracking and managing escalations.
- Working on a unified SLA model for Support and Engineering and driving results weekly.
FreshworksChennai
Lead - Customer Support
01.2021 - 12.2022
Job overview
- Led a team of 11 Product Specialists and Technical Account Managers, consistently exceeding the team's goals and expectations.
- Took charge of initiatives to improve key metrics like response time, resolution time, and customer satisfaction.
- Played a key role in reducing contact rates through the Contact Code project, working closely with a focused team of five.
- Regularly conducted customer account reviews in the EU region to ensure strong account health and maintain client satisfaction.
- Managed escalations by tackling complex issues and collaborating across teams to resolve them quickly and effectively.
- Revamped team performance and morale by implementing focused training sessions that made a noticeable difference in attitudes and results.
Freshworks
Technical Account Manager
04.2018 - 01.2021
Job overview
- Worked with customers in the EU region and helped implement features in their accounts.
- Traveled to London for 2 months to visit customers. Conducted one product workshop for the top 30 customers in London.
- Led the technical support and success for enterprise-level clients, ensuring their unique needs were met through tailored solutions.
- Orchestrated successful implementations and managed accounts for diverse clients in EU, UK, and MENA regions. Some of the top customers I worked with are Travix, BeIN Sports and Emma-sleep.
- Specialized expertise in three key products: Freshdesk (Helpdesk Software), Freshchat (Messaging Tool), and Freshbots (Chat Bots and Flow-Based Bots), demonstrating proficiency in navigating and optimizing these solutions for client success.
- Fostered strong relationships with key clients, providing technical expertise, and aligning product offerings with their business objectives.
- Managed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores, exceeding targets consistently.
- Collaborated with Customer Success, Engineering, Onboarding, and Finance teams to improve customer experience
- Conducted regular training sessions on product for internal stakeholders.
Freshworks
Product Specialist
06.2016 - 04.2018
Job overview
- Was part of the Freshdesk Support team when there were less than 50 agents.
- Developed in-depth product knowledge, facilitated product demonstrations, and contributed to pre-sales activities.
- The key goal was to help customers over all channels (Primarily over email, chat and calls)
- Consistently hit all the goals / OKRs set by the team.
- Handled mid-tier accounts 11 months into the team and helped in a few crucial and challenging accounts.
- Collaborated with the product management team to convey customer feedback, insights, and feature requests.
Education
SASTRA University, Tanjore
Bachelor of Technology
07.2012 - 05.2016
Kendriya Vidyalaya Annanagar, Chennai
High School
05.2000 - 05.2012
Skills
Communication
Certification
Pricing Strategy: Value-Based Pricing, LinkedIn
Timeline
Lead Program Manager - Customer Support
Freshworks
01.2023 - Current
Lead - Customer Support
Freshworks
01.2021 - 12.2022
Technical Account Manager
Freshworks
04.2018 - 01.2021
Product Specialist
Freshworks
06.2016 - 04.2018
SASTRA University
Bachelor of Technology
07.2012 - 05.2016
Kendriya Vidyalaya Annanagar
High School
05.2000 - 05.2012
Pricing Strategy: Value-Based Pricing, LinkedIn
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