Hirdesh Bisht

About Hirdesh Bisht

Results-driven Customer Success & Technical Account Management professional with 13+…

Experience

1. Technical Account Manager

   Cloud Software Group

   Jul 2020 — Present · Bengaluru, IN

   Act as primary post-sale customer contact for Priority customers, managing both the IT line of business and key customer stakeholders, Including C-Level stakeholders• Proactively identify and address potential service degradation issues, preventing or resolving incidents that could impact business operations for customers.• Provide value and tailored solutions by understanding customer needs and aligning them with the requirement• Lead regular customer conference calls and meetings to maintain open communication, offering timely updates on all active cases, changes, problems, and ongoing projects.• Prepare and deliver summary status reports, including monthly performance updates and quarterly reviews to all levels of management, including C-Level stakeholders.• Serve as the liaison between customers and Citrix regarding mandatory upgrades, patches, and security requirements.• Manage, document, and report on performance against service level agreements (SLAs). If SLAs are not being met, develop and oversee an action plan to consistently meet and exceed these commitments.• Promote continuous improvement for customers and their environments through trend analysis.• Review open cases, problems, and changes, ensuring priorities are clearly communicated to the relevant ServiceNow teams for timely resolution.• Act as a point of escalation for customer-impacting, business-critical issues.• Assess and address gaps that can hinder overall implementation, rollout and/or adoption of Citrix Solutions• Oversee holistic post sales customer experience, while leveraging peers in support, engineering, consulting, and education to address customer issues