Arnab Ganguly
Driving customer success through exceptional Support delivery, project management and escalation management.
- Role
- Strategic Customer Service Manager at Oracle
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Arnab Ganguly
With over 14 years of experience, including 3.5 years at Oracle, I serve as a Strategic Customer Service Manager. I act as a single point of contact for named accounts within Oracle’s Support Organization, specializing in incident management, escalation resolution, and service delivery. My focus is on fostering long-term customer relationships and driving the adoption of Oracle solutions such as Exadata, OCI DBCE, and Autonomous Database. Leveraging expertise in project management, customer escalation management, and Oracle Database Administration, I work to enhance service quality and implement best practices alongside our team. My mission is to empower customers to achieve their objectives while ensuring streamlined service delivery and strengthened partnerships.
Experience
Strategic Customer Service Manager
Feb 2022 — Present · Bengaluru, IN
Serve as a single point of contact for named accounts within Oracle’s Support Org. and build long-term relationships with key customer contacts to have a thorough understanding of customer’s IT landscape and roadmap for products like Exadata, EXACC, EXACS, OCI DBCE, Auto DB, ZDLRA, etc.* End to end management with Oracle’s strategic customers to Improve the product and service quality by reactively working on Support issues and proactively preventing issues by identifying and driving implementation of Oracle’s recommended best practices.* Skilled in Incident and Escalation Management, Technical Support and Service Delivery to formulate and drive satisfactory logical resolutions.* Daily/Weekly/Monthly review of critical and long-running Customer Service Requests.* Participate in the CAPA (Corrective action/preventive action) for any serious issues that affected the assigned customer, including coordinating efforts with multiple internal teams to provide satisfactory RCA and preventative actions to prevent similar issues.* Regularly work with Product Management Teams (communicate product gaps, customer expectations on new features, improvement of existing products and help prioritise Enhancement Requests, Development Teams (highlight, prioritise and escalate critical bugs) and with multiple internal teams like Support, Cloud Adoption, Cloud Acceleration, Sales, etc.* Risk management to predict adoption/business critical risks and formulate strategies to mitigate the same.* Conduct QBR’s and Periodic SR/Escalation review calls.* Improvement organisational KPI’s such as reduced TTR/MTTR, CSAT, Escalation Reduction.* Participate in monthly Executive review meetings to track complex projects, upcoming change management activities, review business continuity plans and identify key stakeholders to drive critical patch notification and compliance, planning of upgrades and other milestone events to prevent service interruptions and critical issues.
Education
Kendriya Vidyalaya
High School, Science
2006 — 2008
Don Bosco School, Guwahati
High School
1996 — 2006
Sathyabama University
Bachelor’s Degree, Electronics and Instrumentation
2008 — 2012
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