Anmol Kakkar

About Anmol Kakkar

Experienced Professional Services, Customer Success and Customer Support professional with over 11 years of expertise in the SaaS Product industry. Currently heading the Medallia India Support team and managing Partner Support across APAC at Medallia, driving excellence in client engagement, operational support, and team performance. Adept at developing and executing business strategies, coordinating cross-functional teams, and managing campaigns and webinars with Partners and clients to enhance brand visibility.Passionate about technology with a deep understanding of the Customer Experience domain as well as having a knack for the Smartphone tech and its market. Stay up to date on latest trends within the Smartphone world and continue to explore how certain smartphone innovations drive market behaviours and purchasing patterns. Experienced in Collab with OnePlus over the years, having invited to visit Oppo Shenzen (HK) Headquarters for a video series on upcoming Foldable Smartphone tech.Demonstrated ability to analyse data from market research, track key performance indicators, and optimize campaigns for improved results. Known for fostering collaborative partnerships, enhancing brand image, and ensuring alignment with organizational goals.Let\'s connect and explore opportunities to drive success together.

Experience

1. Director, Product Support and Partner Solutions Apac

   Medallia

   Jul 2025 — Present · New Delhi, IN

   Built and led a high-performing support team from the ground up within 6 months, overseeing the recruitment, training, and development of 20+ advocates and team leads to support global clients.• Developed and implemented key internal processes and workflows, enhancing operational efficiency and ensuring smooth service delivery for Medallia’s Experience Cloud platform.• Spearheaded the onboarding and training programs for new team members, creating a comprehensive knowledge base and standard operating procedures (SOPs) to ensure consistency and high-quality support.• Streamlined support operations by defining KPIs, establishing performance metrics, and improving ticket management systems, leading to a significant increase in customer satisfaction and response time.• Collaborated with cross-functional teams to improve the overall client experience by providing valuable feedback and insights into product improvements and customer pain points.• Fostered a culture of continuous improvement by regularly assessing team performance, implementing training sessions, and conducting feedback loops to enhance team productivity and knowledge.• Successfully scaled support operations to meet growing demand, ensuring consistent, high-level service for Medallia\'s global client base while maintaining quality and efficiency standards.• Managed the integration of new technologies and tools into support workflows, enhancing team collaboration and ensuring faster resolution times.

Education

• College Of Vocational Studies

  Bachelor of Science (B.Sc.), Computer Science

  2009 — 2012

• SYMBIOSIS INTERNATIONAL UNIVERSITY

  Master of Business Administration (M.B.A.), Information Technology

  2012 — 2014

Skills

• Project Management
• Php
• Microsoft Office
• Business Analytics
• Html
• Customer Relationship Management (Crm)
• Communication Skills
• Java
• C++
• Business Analysis
• Singing
• People Management
• Customer Experience Management
• Unix Shell Scripting
• Microsoft Excel
• Data Warehousing
• Programming
• Computer Graphics
• Team Management
• Sql
• Business Intelligence
• Dwbi
• Photoshop
• Computer Science