Kavya Murthy

About Kavya Murthy

9.5 years of experience in Management, with ITIL Intermediate in ST,OSA, Six Sigma Green Belt and Lean Management certified.• Presently associated with Fortinet, as Service Relationship Manager (SRM)– Customer Service. • A keen communicator with honed relationship management, leadership, coordination, analytical and problem-solving skills. • Onboard customers to the program, products and provide necessary training like working on ticket portal and other process aligned to Fortinet. • Develops excellent working relationships between customers and Fortinet TAC engineers. Responds to customer complaints and requests with regards to technical support. • Understand our customer’s business and security requirements, and create a joint success plan to meet those requirements. • Responsible for Facilitating escalation meetings as required, tracking situations and reporting back on action plans. Conduct regular reviews with customer to ensure full operationalization. • Responsible for generating, analyzing, and reporting customer data from various enterprise sources and provide strategic planning, storage support best practices and upgrade advice. Proven record of executing Transition Projects requiring smooth & seamless migration of business processes. • The SRM influences customers to adopt best-practices by regular tracking of preventative remediation actions derived from recommendations. • Identify opportunities to improve and enhance technical analysis and representation of customer recommendations and manage special projects as assigned by management to meet customer and cross functional team needs. • Maintain an intimate understanding of Fortinet support organization, its scope and limitations with customers. • Facilitated strategic quarterly business reviews to align business and technical goals. • Manages and finds corrective actions for negative surveys, escalates to engineers or management if needed. • Excellent skills in Service Support areas of Incident, Problem, Configuration Management, and Service Desk. Provided a valuable support to customers on demands and got many appreciations, rewards. Additionally having technical lead and project management experience.>> Exceptional communication skills with proven ability to create and maintain effective relationships within the business >> Well-honed in collaborating with cross-functional teams and lending technical /process support to new trainees, thereby assisting in creating a flawless support Management System

Experience

1. Service Relationship Manager

   Fortinet

   Jan 2018 — Present · Bengaluru, IN

   Act as the customer nontechnical Primary Point of Contact for Services and Support\\\\n•Ensure service delivery across Fortinet and meet or exceed operational KPIs by verifying delivery on a regular basis\\\\n•Onboard customers to the program,products and provide necessary training like working on ticket portal and other process aligned to Fortinet\\\\n•Work with the services delivery teams towards the customer the sales teams and any other internal or external organizations\\\\n•Maintain an intimate understanding of Fortinet product overview support and service capabilities and limitations.Manage all customer situations including high profile escalations producing updates, driving resolution and providing clear feedback,by hosting conference calls,facilitating actions and producing customer facing updates\\\\n•Attend regular meetings with the customer to ensure their level of understanding of services purchased and being delivered\\\\n•Lead overall postsales technical relationship with named customers,and took the responsibility for total customer experience for those assigned accounts\\\\n•Provide mission critical support services, monitored complex issues and worked closely with the Customer support, Product Management,SalesTeam and Engineering teams to ensure proper escalation and resolution processes are utilized\\\\n•The SRM influences customers to adopt best-practices by regular tracking of preventative remediation actions derived from recommendations\\\\n•Validate the resolutions shared by the Technical team and prepare the RCA and share it with the customers\\\\n•Ensure delivery teams meet their contracted obligations by following through with management on corrective actions\\\\n•Identify opportunities to improve and enhance technical analysis and representation of customer recommendations and manage special projects as assigned by management to meet customer and cross functional team needs\\\\n•Maintain an intimate understanding of Fortinet support organization,its scope and limitations with customers\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n

Education

• Dayananda sagar institute of technologies

  Diploma in Computer science, Computer Science, First class

  2006 — 2009

• Shobhit University

  Bachelor's degree, Computer Science, First

  2012 — 2015

• Carmel High School

  First Class

  1993 — 2006