Anand Iyer
Global Support & Success Leader | Scalable Operations | Customer Experience | SaaS | Metrics-Driven Escalation Management
- Role
- Senior Manager-technical Support at Bentley Systems
- Location
- Huntsville, AL, US
- LinkedIn followers
- 500 followers
About Anand Iyer
Global Support & Success Leader | Driving Scalable Operations and Enterprise Customer ValueWith over 20 years of progressive experience in global product support and customer success, I bring a consistent record of leading high-performing teams, resolving complex escalations, and delivering measurable impact across SaaS and cloud environments.I specialize in:Designing support strategies that improve SLA performance, CSAT, and customer retentionLeading geographically distributed teams — including support managers and engineers — to drive operational rigor and business alignmentStrengthening enterprise relationships through executive QBRs, proactive escalation management, and cross-functional collaborationRecognized for building a culture of service excellence and aligning support operations with broader business outcomes. Recipient of awards such as the Voice of the Customer, with a focus on enabling long-term success and renewal stability for global accounts.
Experience
Senior Manager-technical Support
Apr 2023 — Present · Huntsville, AL, US
Location: India (April 2023 - July 2023), USA (July 2023 - Present)Results-driven leader with expertise in managing global technical support teams, driving strategic direction, and delivering exceptional customer satisfaction.• Led global teams of 25–30 support engineers across SaaS and Cloud platforms, embedding operational rigor, defining support strategy, and enabling cross-product technical excellence.• Directed and coached a tiered leadership structure, including Support Managers and functional leaders, to deliver on SLA objectives, elevate team performance, and execute CX transformation initiatives.• Collaborated with Sales, Product, Engineering, and CSM teams to jointly resolve executive-level escalations, protecting enterprise account stability and influencing renewal outcomes.• Drove SLA governance, support automation, and health-check frameworks that improved team productivity, raising CSAT by 15% YoY.• Prepared executive-level support content for QBRs, aligning operational performance with renewal goals and stakeholder expectations.
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