Srinath Venkatachalam

Member Leadership Staff - Head of Customer Success and Support

Regions: ANZ, APAC, INDIA, MEA

Years: (2022 - Present)

• Led global Customer Success initiatives, driving high customer satisfaction and retention across key regions.
• Managed a team of four regional leads, overseeing support and success operations to ensure seamless customer experiences.
• Acted as a hands-on Solution Consultant, addressing unique customer requirements with tailored implementation strategies.
• Combined leadership with deep technical expertise, guiding the team in solving complex challenges and delivering optimal solutions.
• Facilitated ITSM workshops and educational sessions, empowering customers to maximize ITSM module capabilities.
• Established leadership connections with top enterprise customers, engaging with CXOs to strengthen relationships and drive long-term commitment.
• Mentored and managed a team of 41 professionals, fostering career growth, skill development, and leadership excellence.
• Provided strategic product feedback and contributed to feature roadmap planning, ensuring continuous innovation.
• Drove strategic and product management initiatives, aligning customer needs with business objectives for sustained growth.

Lead - Product Support

Years: 2019-2021

• Transitioned to leading the product support team, mentoring and guiding team members.
• Educated the team on product enhancements, ensuring up-to-date knowledge and improved support quality.
• Collaborated closely with enterprise customers, fostering strong relationships and initiating Customer Success activities.
• Conducted gap analyses to identify process inefficiencies, implementing improvements that enhanced team performance.
• Trained new hires on product knowledge and internal processes, ensuring a seamless onboarding experience.
• Began participating as a speaker at user conferences, showcasing product capabilities to customers.

Technical Support Engineer to Senior Support Specialist

Years: (2015-2019)

• Began as an ITSM Technical Support Engineer, delivering exceptional support and maintaining a high first-response resolution rate.
• Collaborated with product teams to identify customer pain points, driving key product enhancements.
• Assisted customers in implementing ITSM solutions, ensuring seamless adoption and optimal usage.
• Conducted product demos as part of pre-sales activities, boosting customer engagement and sales success.
• Led masterclasses to showcase product capabilities, educating customers and enhancing product adoption

• Provided technical support via calls and remote sessions, resolving software-related issues for US based clients.
• Diagnosed and fixed software issues on client machines, ensuring minimal downtime.
• Installed and configured Aptussoft software on client systems, ensuring seamless deployment.
• Conducted software demo training sessions for end-users, enhancing product understanding and adoption.
• Troubleshot and resolved database connectivity issues to maintain data integrity and system functionality.

• Key Responsibilities:
  • Installed and configured advanced wireless networking devices (routers, modems, extenders, power line adapters, and wireless adapters) for US & ANZ customers.
  • Provided troubleshooting support via remote access.
  • Worked with Windows 8 and 8.1 operating systems, including MAC access.
  • Configured network printers and wireless printers.
  • Managed advanced network configurations such as port forwarding and port triggering.
  • Set up streaming devices (NTV, casting devices, PTV) and IP cameras.
  • Configured VPN client services.