Krishna Dv

About Krishna Dv

I am a Customer Success & Support Leader with a passion for building and enabling teams that are focused on ensuring that the customers achieve the defined business outcomes & the expected business value. In my opinion Customer Experience is the most crucial differentiator and a unique source of competitive advantage. I have 18+ years of experience in building & enabling teams to drive long term customer success & loyalty and am adept at driving strategic initiatives focused on people, process & technology blended with a metrics driven mindset to make financial & operational impact.I have experience in successfully implementing Modern Software Support operations driving the Omni-Channel Support strategy aligning with the objective of creating superior experience throughout the entire Customer Journey. My competencies include strategic Planning and Execution, Support Delivery, Budgetary Planning & Control and Resource Administration.I have experience in understanding & implementing Modernized Support Practices & Channels. Next-generation Self Service, Knowledge Centered Support methodology (KCS), Proactive Support, Analytics, Telemetry & Statistical Process Control.I am unwaveringly focused on customer outcomes and have a strong experience in driving superior post sales experience, account remediation, customer executive management communication. Implementing Customer Experience initiatives to drive improved Net Promoter Score (NPS) focused on Account Health, higher Annual Renewal Rates, Customer Loyalty & Growth.Connect with me if you share my passion for making customers successful and driving long term customer loyalty.Specialties:Enterprise Product Support OperationsLeading large Enterprise Product Support TeamsEffective People ManagementService Delivery/Project ManagementAggressive & Decisive leadershipPartner EngagementLeading & Enabling change.Project Management Professional (PMP) from PMI.ITIL V3 Foundation Certified.Certified International Support Center Manager (SCM) from HDI.

Experience

1. Senior Director, Technical Support Engineering, Customer Success Group

   Salesforce

   Aug 2022 — Present · Hyderabad, IN

Education

• Andhra University

  M.C.A, Computer Engineering

Skills

• Saas
• IT Service Management
• Itil Certified
• Team Management
• Strategy
• Service Delivery
• Requirements Analysis
• Cloud Computing
• Enterprise Software
• Itil
• Consulting
• Microsoft Sql Server
• Solution Architecture
• Pre-Sales
• Automation
• Service Management
• Agile Methodologies
• Management
• Unix
• Pmp
• Leadership
• Partner Management