Pranava Swaroop R
Webex GoTo Market | Empowering Strategic Partner Management for Cisco Webex Contact Center | MBA (IT)
- Role
- Webex Contact Center Partner Success Manager & Incident Manager at Cisco at Cisco
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Pranava Swaroop R
Technical Evangelist- Customer support and Technical delivery- Incident Management- CAB Change Management Framework- Partner Success Management
Experience
Webex Contact Center Partner Success Manager & Incident Manager at Cisco
Jul 2021 — Present · Bengaluru, IN
Webex Contact Center Partner Success Manager & Incident ManagerAs a Webex Contact Center Partner Success Manager and Incident Manager, I play a pivotal role in ensuring seamless customer experiences and fostering strong partner relationships.Partner Success Manager: In this capacity, I collaborate with key partners to drive the adoption and optimization of Webex Contact Center solutions. My focus is on ensuring that partners are equipped with the tools, knowledge, and support they need to deliver exceptional customer service outcomes. I work closely with sales, technical, and support teams to provide strategic guidance, address customer needs, and maximize the value delivered through the Webex platform. By understanding partner goals and aligning solutions to their business objectives, I help elevate partner success and enhance customer satisfaction.Incident Manager: In the Incident Manager role, I am responsible for managing and mitigating service disruptions, ensuring that any incidents affecting the Webex Contact Center environment are handled with urgency and precision. This involves coordinating cross-functional teams to resolve issues swiftly while maintaining transparent communication with customers and stakeholders. I lead the incident response process, conduct post-incident reviews, and implement preventive measures to minimize future risks. My goal is to ensure system reliability and maintain high service levels, ultimately contributing to the success of our clients and partners.Both roles demand strong problem-solving skills, a customer-centric mindset, and the ability to navigate complex technical and business challenges. By combining proactive partner engagement with effective incident management, I help ensure that Webex Contact Center continues to be a trusted and reliable solution for organizations globally.
Education
Sikkim Manipal Institute of Technology - SMU
MBA
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