Pradheep Padmanathan

Program Manager | IIM Bangalore | Customer Digital Experience | Ex-Deloitte

Bengaluru, Karnataka, India

Summary
CRM Consulting Business & Operations Process Design Business & Operations Process Improvement Customer Experience Management Sales Operations CRM
Currently leading the efforts on Process design and automation for the technical support function transforming the Customer Experience at Aurea.

Leading a team comprising of Support Business Analysts and Tools Engineers, we are building tools and processes that can scale globally in a virtual work environment.

Being the product manager for the multi-lingual customer facing Global Support Central application.
Experience

Success Operations Manager at Aurea Software

Jun 2016 - Present

- Heading customer support operations&process design managing a team of 7 - Led post-M&A support systems integration and change management for scaling support operation for multiple high-value acquisitions like Artemis, Jive, MessageOne & Lyris - Pivoted the customer support to Knowledge Centric Support model, increasing self-service and reducing customer tickets by 10% in 6 months. - Executed peer-to-peer support training initiatives - Reduced integration time by 50% through the creation of post-M&A support systems integration playbook for multiple channels - Product owner of the unified B2B Tech support portal catering to over 4000 enterprise customer across the globe - Involved in strategic vendor negotiations for service providers resulting in a cost reduction 20% - Designed & implemented multiple support cycle process improvements reducing the support resolution cycle time by 50% - Implemented an auto-elevation process for ticket resolution, resulting in reduction of customer escalations by 30%

Education

MBA at Indian Institute of Management, Bangalore

May 2013 - Mar 2015

BE, Computer Science at College of Engineering, Guindy

Jun 2006 - Apr 2010

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