Sujay Edwin
Lead Product Consultant
Chennai,Tamil Nadu
Summary
A Seasoned Product Consultant with experience in managing the Freshservice US SMB Solution Engineering/Presales Team @ Freshworks. Meticulous and smart working professional ready to take up challenging projects.
Overview
19
19
years of professional experience
6
6
years of post-secondary education
5
5
Certificates
Work History
Lead Product Consultant
Freshworks
Chennai, Tamil Nadu
10.2021 - 04.2023
- Led and managed the Freshservice US SMB Presales team at Freshworks.
- Oversaw the recruitment and onboarding of new team members.
- Designed and executed comprehensive training plans for newly onboarded team members.
- Provided hands-on training and coaching on the "Freshservice" product to ensure product expertise.
- Conducted bi-weekly meetings with the Presales team to review and communicate monthly targets and achievements by region.
- Emphasized key Presales metrics, including Demo Conversion, Individual Contributions, and Customer Onboarding.
- Showcased significant wins, losses, evaluated competitors, and tracked competitors lost to.
- Presented the broader strategic perspective to the management during monthly meetings.
- Delivered quarterly Win Loss Analysis reports, sharing insights with management and stakeholders via Confluence.
- Orchestrated team-building activities to enhance collaboration and morale.
- Organized weekly catch-up sessions to discuss highlights from the previous week and facilitate knowledge-sharing on product inquiries, complex use cases, and new feature releases.
- Played a pivotal role in handling escalated accounts, ensuring exceptional customer care.
- Conducted individual one-on-one sessions with team members to gather feedback, identify areas for improvement, and provide constructive feedback.
- Updated quarterly reviews for team members using the Lattice platform.
- Demonstrated problem-solving skills by identifying issues, analyzing information, and implementing effective solutions.
- Exhibited a friendly and helpful attitude towards customers, managing challenging situations adeptly.
- Devised and executed performance improvement strategies, fostering an environment of continuous enhancement.
- Facilitated conflict resolution and negotiated mutually beneficial agreements between involved parties.
- Collaborated actively with team members to collectively achieve targeted outcomes.
- Contributed to ongoing improvement efforts by generating innovative suggestions and actively engaging in problem-solving initiatives to bolster teamwork.
Senior Product Consultant
Freshworks
Chennai, Tamil Nadu
07.2017 - 09.2021
- Functioned as a Senior Product Consultant focusing on the EU region at Freshworks.
- Held a multifaceted role as a Product Consultant, Subject Matter Expert, and Technical focal point for potential clients in the evaluation phase.
- Guided and assisted prospects throughout the evaluation process by aiding in tasks like RFP handling, Requirement Collection, Scoping, Demonstrations, POCs, Proposal creation, Customer Onboarding, Data Migration, and Pre-Go-Live Product Training.
Collaborated with third-party System Integrators to architect customized solutions such as Tailored Integrations and Custom Applications to meet specific customer needs. - Aiming to facilitate a seamless evaluation of the product, providing comprehensive support and facilitating the transition from existing systems to Freshservice.
- Worked in close coordination with the sales team, supplying valuable insights about accounts and competitors (battle cards) during evaluations to enhance the ability to close deals and secure new clientele.
- Engaged with the Product Management Team to relay information regarding frequently requested features, pain points highlighted by prospects during evaluations, and acquired insights about the Product Roadmap and Estimated Time of Arrival (ETA) for upcoming features.
- Contributed to Product Training and the mentorship of new team members within the Freshservice pre-sales team.
Program Manager - Product Training
Freshworks
Chennai, Tamil Nadu
01.2015 - 06.2017
- Orchestrated the management of Product Training for newly onboarded employees at Freshworks.
- Developed and formulated training curriculum that effectively distilled intricate technical concepts and features, making them accessible to trainees.
- Crafted, organized, and presented Product Training sessions to various teams within Freshworks, accelerating the learning process and facilitating a seamless transition from training to customer engagement.
- Aiming to elevate Sales and Product Training at Freshworks, striving to establish new standards of excellence.
- Spearheaded the inaugural Internship Program for campus recruits at Freshworks, contributing valuable experience in program design and execution.
- Introduced and implemented the integration of Mindtickle for onboarding new hires at Freshworks, enriching their experience through targeted Product Training Courses.
- Committed to motivating, guiding, and mentoring colleagues, fostering a culture of growth and development within the workplace.
Pre-Sales Engineer
Freshworks
Chennai, Tamil Nadu
05.2013 - 01.2014
- Served as a Pre-Sales Engineer and Product Consultant, catering to both US and MENA regions, for Freshdesk, a SAAS-based Helpdesk and Ticket Management Software.
- Provided comprehensive guidance to customers during their trial period by delivering informative Product Demos, facilitating Product Training, addressing inquiries related to both the product and sales, and effectively relaying Feature Requests and Bug reports to the Product Team. Collaborated closely with the team to expedite resolutions.
- Collaborated intimately with Sales teams, supplying valuable insights and feedback about accounts to enhance their ability to finalize agreements.
- Boasts an exceptional track record of consistently meeting 100% SLA commitments, achieving a First Call Resolution rate of 70% and above, and maintaining a perfect 100% Customer Satisfaction score.
- Demonstrated proficiency in Account Management, adeptly handling tasks like completing RFPs, conducting negotiations, and guiding customers through the purchasing process.
- Recognized as a dependable and approachable professional by customers, consistently fostering an environment where clients feel comfortable seeking assistance and guidance.
Senior Analyst
Barry-Wehmiller International (B-WI)(Design Group)
Chennai, Tamil Nadu
08.2009 - 03.2013
- Engaged as a Data Analyst in support of a project with Encore Discovery Solutions / Epiq Systems until November 2012.
- Possess substantial expertise in the realm of data migration and the integration of data into Case Management Applications and Databases, including platforms such as Relativity and Concordance-FYI.
- Proficiently handled a range of services including Data Loading, Indexing, Data and Image Overlay, Batching, Searching, Metadata Manipulation, Database Modification, Reporting, as well as configuring views, layouts, and folder permissions. Additional responsibilities encompassed Technical Services and Quality Checks.
- Proficiencies include the efficient migration of extensive datasets within limited timeframes.
- Demonstrated ability to comprehend intricate requirements, establish priorities, and assess legal implications.
- Skilled in autonomously resolving issues with minimal or no client intervention, showcasing a proactive and solution-driven approach.
- Proven adaptability to process changes, successfully mitigating downtime while ensuring seamless operations.
Executive - PMO
Barry-Wehmiller International (B-WI)(Design Group)
Chennai, Tamil Nadu
08.2008 - 07.2009
- Held a role as an Executive within the Project Management Office of the Enterprise Consulting Group.
- Responsibilities encompassed collaborating with Project Managers and Delivery Heads to ensure project alignment with established Quality Processes.
- Engaged in the comprehensive evaluation of Project Metrics and Project Management Reports.
- Pioneered the facilitation of new Process Initiatives to enhance operational efficiency.
- Forged a close partnership with the Quality team, ensuring the availability of accurate project documentation and adherence to proper Project Management procedures.
- Orchestrated the coordination of Training programs focused on Project Management Software and Quality Processes, catering to Project Managers, Delivery Managers, and Heads.
- Spearheaded the organization of Project Management Review Meetings, fostering an environment for the Project Management Review Team to assess projects overseen by respective Project Managers within Enterprise Consulting.
- Boasts experience in compiling Reports pertaining to Resource Utilization and Project Allocation.
- Actively contributed to Time Sheets and undertook billing-related tasks to facilitate smooth financial operations.
Sales Engineer
Zoho Corp
Chennai, Tamil Nadu
02.2006 - 01.2008
- Functioned as a Sales Engineer within Zoho Corp (formerly known as Adventnet Development Center Pvt India Ltd), specializing in the ManageEngine suite of Products.
- Played an integral role in the Service Desk Plus, Support Center Plus, and Asset Explorer teams as a Sales Engineer and Software Product Consultant.
- Responsible for a range of tasks including Product Training and Demonstrations, Product Configuration and Installations on both Windows and Linux servers at customer sites, executing Data Migrations, overseeing Upgrades, and providing Post-Sales Technical Support.
- Collaborated closely with Customers, Developers, and the Sales Team to ensure effective product implementation and support.
- Gained extensive functional and domain expertise in various areas, encompassing Incident Management, Problem Management, Change Management, Configuration Management Database (CMDB), and SLA Management.
- Specialized in the ManageEngine suite of Products, namely Service Desk Plus (a comprehensive ITIL-compliant Internal IT Helpdesk and Asset Management Software featuring Incident, Problem, and Change Modules), Support Center Plus (a Customer Relationship Management software), and Asset Explorer (a Complete Asset Management Software).
- Demonstrated proficiency in handling diverse responsibilities, spanning from Product Training and Demonstrations to Product Configuration and Installations on both Windows and Linux servers at customer sites, Data Migrations, Upgrades, and Post-Sales Technical Support.
- Fostered strong collaboration among Customers, Developers, and the Sales Team, ensuring seamless product implementation and support processes.
- Gained valuable functional and domain expertise across multiple facets, including Incident Management, Problem Management, Change Management, Configuration Management Database (CMDB), and SLA Management.
Executive - Process Training
HCL BPO
Chennai, Tamil Nadu
08.2005 - 01.2006
- Proficiently managed three successive batches of Process Training, and additionally provided floor support, effectively addressing Escalations and handling Supervisor Calls.
- Acquired Train the Trainer certification through completion of the program in August 2005.
- Led Process Training for incoming employees, ensuring their readiness for productive work on the floor.
- Covered topics such as Process Flows, Technical Troubleshooting for Internet-related concerns, Applications and Tools for connectivity troubleshooting, Internet Architecture including DSL, ADSL, DSLAM, and Radius Server Authentication, Identification tools for Line Problems, Outage Information Portals, Service Types, Customer Management, SLA Awareness, and Performance Metrics such as AHT, AQS, AMS, DRR, FCR, and POSE.
- Skillfully managed three distinct Process Training sessions, each accommodating 20 to 30 new recruits.
- Demonstrated aptitude in both training delivery and real-time support, effectively addressing escalated issues and handling supervisor-level interactions.
- Successfully completed a comprehensive Train the Trainer program in August 2005 to enhance training proficiency.
- Expertly conducted Process Training for incoming team members, ensuring their preparedness to contribute effectively on the production floor.
- Covered a diverse range of subjects including Process Flows, Technical Troubleshooting for Internet-related challenges, Usage of Connectivity Troubleshooting Tools and Applications, Internet Architecture (DSL, ADSL, DSLAM, Radius Server Authentication), Identification of Line Problems, Utilization of Outage Information Portals, Understanding Service Types and Customer Segments, Awareness of SLA Metrics (AHT, AQS, AMS, DRR, FCR, POSE), and Troubleshooting for Routers and Modems.
- Demonstrated proficiency in facilitating learning for three distinct Process Training cohorts, each comprising approximately 20 to 30 new team members.
Customer Support Executive
HCL BPO
Chennai, Tamil Nadu
08.2004 - 07.2005
- Functioned as a Customer Support Executive, specializing in Technical Support for an Internet Service Provider, with a focus on the SBC Yahoo client.
- Proficiently managed first-level technical support for DSL Internet connections, catering to residential customers in the United States.
- Demonstrated expertise in navigating and adhering to designated Call Flows to ensure effective customer assistance.
- Showcased exceptional prowess in Customer Handling and Service, consistently delivering top-tier assistance.
- Received a prestigious Certificate of Excellence for achieving Outstanding Performance in Customer Service from Accenture in October 2004.
- Maintained an impressive track record of achieving First Call Resolution and remarkable scores in the Customer Satisfaction Survey (POSE).
Education
MBA - Systems & Marketing
SRM Institute of Management Studies
Kattankulathur, TN 07.2002 - 04.2004
Bachelors of Engineering - Electronics And Instrumentation Engineering
Karunya Institute of Technology
Coimbatore, TN 06.1997 - 06.2001
Skills
Team Management
Solution Engineering
ITIL
ITSM
ITSM Solution "Freshservice"
Customer Support Platform - Freshdesk
ITSM Solution - Manage Engine Servicedeskplus
Asset Management Software - Asset Explorer
Customer Support Platform - SupportCenterPlus
CRM - Freshsales
CRM - Salesforce
Customer Onboarding
Discovery / Requirement Gathering
Rest API's
Objection Handling
Competitor Analysis
Product Demonstrations
RFP/RFI's process
SQL
Product Training
Azure
Data Migration
Accomplishments
Achievements
- Recognized with the "Above & Beyond" award in Q3 October 2021 for exceptional performance.
- Received the "Wow Award - Above & Beyond" distinction for outstanding contributions in Q1 April 2021.
- Consistently surpassed targets for the North Europe region for six consecutive months throughout 2021.
- Made substantial achievements during Q3 2018 at the Freshworks Berlin Office: Designed Implementation Packages for Freshservice. Conducted Freshservice Training Sessions for the Services Team. Provided Freshservice Product Training to Field Account Executives. Assisted Field Account Executives in preparing for effective demonstrations of Freshservice at events.
- Played a pivotal role in closing a significant account, "Irdeto," located in Amsterdam, Netherlands, during a 3-month tenure at the Berlin Office in 2018. Achieved a noteworthy MRR of $8856.
- Demonstrated vital contributions to the Freshservice Presales Team, continuously since 2017.
- Honored with the Golden Moment Award for exceptional performance in the ongoing project with EPIQ systems in 2010.
- Attained the Certificate of Excellence for Outstanding Performance in Customer Service in October 2004.
Participation in Events
- Attended notable events including: Helsinki - Tools Day Event Työkalupäivä 2018. Vienna - Service Space. Stockholm - IP Expo Nordic.
Training and Certification
- Certified as a Freshservice Product Expert in July 2023.
- Achieved an impressive score of 88% in ITIL Foundation in IT Service Management Certification by Peoplecert / Axelos in February 2023.
- Attained a perfect score of 100% in the "ITIL in Service Management" Certification by EXIN (ITIL V3) in January 2013.
- Successfully completed the Culture of Service Fundamentals Training Program from Barry-Weh-miller University in 2012.
- Completed the Communication Skills Training Program from Barry Weh-miller University in 2011.
- Delivered Onsite Training on Support Center Plus for Nu Horizons Electronics Asia Pvt. Ltd., Bangalore on July 9, 2007.
- Conducted Onsite Training and Consulting on Service Desk Plus for WNS Global Services Pvt. Ltd., Mumbai on August 27, 2007.
- Provided Onsite Training and Implementation on Service Desk Plus for Dewan Housing Finance Corporation Ltd., Mumbai on October 15, 2007.
- Conducted Training and Implementation on Service Desk Plus for Quinnox Consultancy Services Ltd., Mumbai on October 16, 2007.
Certification
Freshservice Product Expert Certification
Hobbies
I play Badminton on a regular basis to keep fit .
I also play my Synthesizer Keyboard, Guitar & Recorder in my free time.
Singing is one of my hobbies. I have participated and Represented Bharathiar University in Western Solo Singing Competition @ South Zone Inter- University Cultural Competition and National Inter University Cultural Competition and won Medals
- Represented Bharathiar University in the South Zone Youth Festival in Western Group Singing and Solo Singing at Andra University,Vishakapatinam
- Represented Bharathiar University from South Zone in the National Youth Festival in Western Solo at Banares Hindu University, Varanasi (Jan-Feb 2001)
- Participated in the Open Chess Tournament conducted by CAPA Chess Acadamy, April 1993
Project work
- PLC in the control of Special Purpose Machines done at REDEMA, Ambattur Industrial Estate.
- Development of Supplier and Address Contact Information Database for Ashok Leyland, Ennore.
Timeline
Freshservice Product Expert Certification
07-2023
ITIL v4 foundation in IT Service Management
02-2023
Lead Product Consultant
Freshworks
10.2021 - 04.2023
Senior Product Consultant
Freshworks
07.2017 - 09.2021
Program Manager - Product Training
Freshworks
01.2015 - 06.2017
Pre-Sales Engineer
Freshworks
05.2013 - 01.2014
ITIL v3 foundation Cetificate in Service Management
01-2013
Senior Analyst
Barry-Wehmiller International (B-WI)(Design Group)
08.2009 - 03.2013
Executive - PMO
Barry-Wehmiller International (B-WI)(Design Group)
08.2008 - 07.2009
Sales Engineer
Zoho Corp
02.2006 - 01.2008
Executive - Process Training
HCL BPO
08.2005 - 01.2006
Customer Support Executive
HCL BPO
08.2004 - 07.2005
A+ Core and Operating System Complete
07-2004
MBA - Systems & Marketing
SRM Institute of Management Studies
07.2002 - 04.2004
Short Tem Course on CNC Machines and Computer Aided Manufacture
12-2001
Bachelors of Engineering - Electronics And Instrumentation Engineering
Karunya Institute of Technology
06.1997 - 06.2001