Manu Ramamurthy
Strategic Technical Support Leader | Scaling AI Operations & Enterprise Workflows
- Role
- Support Engineering Manager at Salesforce
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Manu Ramamurthy
I lead technical support teams at the intersection of Enterprise SaaS and AI. Currently at Salesforce, I manage high-stakes support operations, focusing on the transition from traditional case management to Agent-first support models.My expertise lies in orchestrating \"Hybrid Reasoning\" workflows—combining the speed of AI agents (Agentforce/Data Cloud) with the critical oversight of human experts to drive 99% customer satisfaction. I specialize in:AI Support Strategy: Reducing TTR (Time to Resolution) by deploying deterministic AI guardrails.Platform Governance: Managing complex multi-cloud ecosystems (MuleSoft, Tableau, Slack).Leadership: Scaling global, high-performance technical teams in a 24/7 environment.I am passionate about how AI-driven workflows can turn a cost-center support team into a revenue-retaining engine. Currently exploring leadership opportunities in AI Operations and Technical Service Delivery.
Experience
Support Engineering Manager
Sep 2024 — Present · Hyderabad, IN
Strategic AI Integration: Spearheaded the internal deployment of Agentforce for Industry Cloud, automating 40% of L1 technical queries and reducing MTTR by 30%.Platform Supportability: Directed the supportability roadmap by partnering with Product Engineering to reduce recurring defects through RCA insights.Executive Escalations: Served as the primary technical architect for \"Red Account\" escalations, maintaining 100% account retention for high-value enterprise clients.Predictive Telemetry: Built operational dashboards using Data Cloud to identify service degradation signals, improving proactive incident detection
Education
Institute of Product Leadership
Master of Business Administration - MBA, Product Leadership
Periyar University
Bachelor's degree, Accounting and Finance
2008 — 2011
Indian School of Business
Leadership with AI & Gen AI, Gen AI
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