Goran Nikolic
Technical Account Manager @Pepperdata
Signup · Get unlimited contacts
WORK HISTORY
Technical Account Manager @Pepperdata
Sunnyvale, CA, US
Strategic Relationship Management: Serve as the primary technical point of contact for a portfolio of enterprise customers, aligning product capabilities with various business objectives to promote long-term customer retention.Customer Success Operations: Maintained a customer satisfaction (CSAT) rating of over 90% by implementing a proactive monthly check-in framework and developing customized training programs to maximize product adoption.Cross-Functional Collaboration: Collaborated with Product, Development, and Infrastructure teams to manage the lifecycle of new releases, including designing pilot strategies and high-efficiency rollback protocols for features deployed at scale.Problem Resolution and Process Improvement: Addressed complex, large-scale system and application issues, leading initiatives that reduced average ticket resolution time by 15%.Strategic Roadmap Development: Created the team’s mission statement and operational roadmap, defining clear key performance indicators (KPIs) and milestones to ensure accountability and alignment with broader business objectives.
SKILLS
ABOUT GORAN NIKOLIC
At the helm of customer success at Pepperdata, my role as Technical Customer Success Manager has been marked by nurturing over a hundred customer relationships and aligning products with business objectives. Our team\'s efforts have culminated in a substantial 30% reduction in cloud ownership costs and a consistent 90% customer satisfaction rate, thanks to monthly check-ins and tailored support.Previously, as an SRE Team Lead, I steered the development of over 20 product strategies, elevating client satisfaction by 20%. My approach balances technical acumen with a profound understanding of strategic client objectives, ensuring product solutions resonate with and empower users. With program management and cross-team collaboration at the core, my goal is to continue driving innovation and value realization for our customers.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.