Abhishek Gowsika
Customer Success & Technical Program Specialist | Delivering Scalable Solutions, Driving Adoption, and Achieving Measurable Outcomes
- Role
- Business Process and Tools at Salesforce
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Abhishek Gowsika
Customer Success & Technical Program specialist operating at the intersection of product…
Experience
Business Process and Tools
Feb 2022 — Present · Hyderabad, IN
Implemented the Workforce Management tool for a global Support Org, configuring 100% of system settings.• Conducted 30+ floorwalks and stakeholder discussions quarterly to capture pain points, assess process gaps, and gather feedback — leading to 5+ process and tool improvements that reduced manual interventions by 25% and improved the KPIs by 12%.• Automated a recurring weekly activity through Salesforce Einstein, reducing execution time from 3 hours to 30 minutes per occurrence (83% time saved), freeing up ~160 hours per quarter for higher-value work.• Led enablement sessions on the Workforce Management tool for the Cloud Success stakeholders including leadership, delivering latest updates, tips, and process improvements — driving a measurable 20–30% increase in feature adoption and improving their KPIs by 20%.• Maintained and continuously updated program documentation to align with evolving processes and tool UI, reducing stakeholder request submissions by 35% through improved self-service access and clarity.• Led quota and renewal operations, evaluating quota impacts from 25+ territory, communicating adjustments to 500+ field managers, and coordinating with Sales leadership to ensure each renewals manager’s quota in the compensation plan was accurate.• Managed PSA assignments, permission set configurations, and license allocation for 700+ active users, ensuring 100% compliance with internal security and data protection policies.• Designed and launched a technical engagement program for Tableau Signature customers to address complex issues; improved adoption in targeted accounts by 30%, contributing to attrition reduction and accelerated service revenue.• Orchestrated complex, high-value customer engagements by aligning Account Executives, Success Architects, and delivery teams; reduced churn risk in key accounts, accelerated service revenue by resolving issues 40% faster, and enabled scalable reuse through program documentation.
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