Anil Kumar

About Anil Kumar

Technology Specialist, Leader and a Customer Success professional with 14+ years of rich experience in Modern Enterprise Software Support focused on creating a differentiated Customer Experience. Strong exposure in the industry best practices including Omni Channel support, KCS methodologies & Proactive Support. In-depth understanding of Enterprise Technology architecture, Deployments, Monitoring & Cloud Technologies. Strong skills on Enterprise Service Management & Monitoring technologies like Service Desk (both On-Premise & SaaS), Unified Infrastructure Management & Cloud/SaaS Operations. Skilled in Server Class O/S, Databases, Networking and Microsoft Azure technologies. Excellent team player, Mentor and a Technical Leader with excellent Customer Focus, Communication Skills and Problem-Solving abilities. Experience in building and managing teams.

Experience

1. Senior Customer Success Manager (Network Security)

   Palo Alto Networks

   Jul 2022 — Present · Hyderabad, IN

   Maintaining Strong partnerships with and becoming a trusted advisor to customer stakeholders, partners, and executive sponsors to drive product adoption - consult them on when to consider expanding their platform, adopt new features, how to reduce time to value, upgrade software/hardware, and when to engage additional Palo Alto Networks services.#Manages complex customer situations, coordinating the actions of the Account Team, Services Teams, Partners Resources, and Engineering ensuring the customer and internal stakeholders have the information required to make decisions and to act in order to resolve customer issues quickly.#Identify upselling opportunities for the account team.#Monitors key performance metrics like customer satisfaction, renewal rate, product upsell/cross-sell identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement - leverage these key metrics to build a strategic plan to address negative changes in the metrics.#Advise the customer on their platform adoption, their deployment of best practices using tools such as the Best Practice Assessment and partnering with Professional Services and Enablement on delivering on some of the services like security optimization and identifying training opportunities for their teams.#Proactively Identifies and escalates risks, and monitors complex issues by working closely with Customer Support and Engineering teams to resolve issues.#Serve as the Palo Alto Networks’ central point of contact for Support delivery and Case Management to ensure the customer has an integrated service delivery experience.#Delivers Risk Advisory notifications (Security, PANOS, Cloud, HW)#Identifies risks to customers’ subscription and service renewals on an ongoing basis and collaborates with internal teams to remediate client concerns and ensure renewal readiness.#Deliver Quarterly Business Reviews/ Bi-Weekly/Monthly reviews with the support and involvement of the Account Team.

Education

• Noida Institute of Engineering & Technology

  B.Tech, Information Technology

  2001 — 2005

• The Maharaja Sayajirao University of Baroda

  PG Diploma, Business Management;Cyberlaw

  2008 — 2010

Skills

• Network Operations(Network and Server Support, Incident Management,)
• Network Security
• Switches
• Networking
• Firewalls
• Cloud Computing
• Applications Support, Product Support
• Vpn
• Technical Support (Network & Security)
• Sql
• Linux
• Unix
• IT Service Management
• Security
• Network Administration
• Storage
• Troubleshooting
• Servers
• Itil
• Technical Support
• Virtualization
• Routers
• Virtual Private Network (Vpn)
• Saas