Karna Sudarshan

About Karna Sudarshan

With over 15 years of experience in customer success, IT delivery, and quality assurance, I specialize in driving exceptional customer satisfaction, strategic relationship management, and operational excellence. As a certified Salesforce Administrator, ITIL Professional, and Lean Six Sigma Green Belt holder, I bring a unique blend of technical expertise, strategic thinking, and leadership capabilities to deliver impactful results.Throughout my career, I have consistently achieved measurable outcomes:Increased NPS/CSAT scores by 60%, reflecting a commitment to customer-centric solutions.Boosted account expansion revenue by 30% through proactive business reviews and cross-functional collaboration.Reduced churn rates by 2% and improved client satisfaction by 10% by implementing tailored customer success strategies.In my current role as Manager, Marketing Cloud Technical Support at Salesforce, I lead cross-functional teams to ensure service quality, optimize resource allocation, and enhance team capabilities. My efforts have resulted in:A cultural shift within teams through High-Impact Teaming (HIT) activities, increasing motivation by 15%.The successful launch of a mentorship program involving 40 employees, enhancing performance strategy.Multi-skilled teams with 60% diversification through product and topic-based training rotations.My expertise spans across:Stakeholder Engagement & Escalation Management: Building strong relationships to address challenges proactively.Strategic Planning & Leadership Excellence: Developing and executing strategies that align with organizational goals.Process Optimization & Quality Assurance: Implementing Lean and Agile methodologies to drive continuous improvement.Training & Development: Conducting training initiatives to upskill teams and align capabilities with business objectives.I am passionate about enabling organizations to deliver unparalleled customer experiences, foster team growth, and achieve operational excellence.Certifications:Salesforce Associate & AdministratorITIL V4 FoundationLean Six Sigma Green BeltAgile Scrum MasterCertified Business Analysis Professional (CBAP)If you\'re looking for a dedicated professional with a proven track record in customer success, leadership, and strategic planning, feel free to connect or reach out!

Experience

1. Sr Manager Marketing Cloud

   Salesforce

   Jul 2020 — Present · Hyderabad, IN

   Growth curve on the Great Leader Method survey scores – from 2.3 to 4.3Pioneered Signature team’s collaboration on Premier case inflow and backlog in APAC ~60%Cross-functional collaboration with CCE – Onboarding, MC Package Manager,CSS, SIT adoption,JIRA, GUS qualityStrategic relationship with APAC Account Management – service quality and escalation responseSignature generalization transformation – Primary Engineer roles transitioned to Technical EngineersTraining and upskilling initiatives and innovation - NHO P&T alignment based on skill set assessment, NPItechnical deep dives, MC Dies, TCD focused trainingProduct and Topic-based quarterly rotation for diversification of knowledge ~60% of the team is multi-skilledLed various data and analytics initiatives for the APAC and EMEA region – deep dives, regional capacitymodelling business story writing, and visualization techniques.Drove a cultural shift in mindset through High-Impact Teaming (HIT) Activities resulting in a 15% increase in team membermotivationImplemented Slack Block Kit innovation drive across MC Support, managing a total of 10 new recognition initiativesLaunched a mentorship program, involving 40 employees, to improve performance strategyExecuted swarm feedback closed-loop implementation for improved team communication and collaborationConducted 15 training and upskilling initiatives and innovation, aligning NHO P&T based on skill set assessmentBoosted performance through NPI technical deep dives and TCD focused training, aligning with 20 projects

Education

• PES University

  Mechanical Engineer, Mechanical Engineering

  2004 — 2007

• Bangalore Higher secondary School

  High School

Skills

• Windows
• Problem Analysis
• Agile Scrum Master
• System Administration
• Agile Scrum Master
• Team Management
• Lean Six Sigma
• Operating Systems
• Microsoft Office
• Sales Operations
• Service Delivery
• Technical Support
• Team Motivation
• Quality Assurance
• Troubleshooting
• Creative Problem Solving
• Tqm
• Computer Hardware
• Management
• Direct Sales
• Performance Management
• Quality Management
• Network Administration
• Call Centers
• Leadership
• Itil Certified
• Routers
• IT Service Management
• Incident Management
• Pre-Sales
• Team Leadership
• Vendor Management