Rahman Farooqi

About Rahman Farooqi

Results-driven global technical support leader with over 15+ years of experience managing high-performing international teams, aligning support operations with strategic business goals, and delivering exceptional customer experiences. Proven track record in leading cross-functional collaboration with Product, Engineering, and Operations to drive scalable solutions, process improvements, and enterprise-wide enhancements. Expertise in KPI management (CSAT, TTR, SLA, Escalations, ticket volume), workforce productivity tracking, and resolution optimization. Adept at managing budgets, motivating teams in matrixed, multi-geo environments, and fostering stakeholder relationships at both strategic and operational levels. Strong background in coaching, employee engagement, knowledge base effectiveness, and continuous improvement, with the flexibility to lead across global time zones.

Experience

1. Customer Success Technical Support Manager

   Salesforce

   Jan 2021 — Present · Hyderabad, IN

   Led global technical support teams across regions, improving customer satisfaction, resolution metrics, and multi-channel support delivery.Aligned support strategy with business and product goals through cross-functional collaboration with Product, Engineering, and Executive teams.Implemented scalable process improvements, reducing handling time and enhancing operational consistency.Resolved technical challenges by leading root cause analysis and deploying enterprise-wide solutions.Monitored KPIs and team performance, driving continuous improvement and closing performance gaps.Balanced operational execution with strategic planning to support business growth and scalability.Provided strategic leadership across global support functions, ensuring alignment with organizational priorities.Managed departmental budgets, ensuring cost efficiency and alignment with financial objectives.Achieved team and business goals through effective people management, coaching, and performance development.Hands-on experience in managing key support operations metrics, including Employee and Customer Satisfaction (CSAT) scores, and leading cross-functional communication improvements across Tier 1/2 Support, Product Management, Product Advisory, and Tier 3/Development teams. Proficient in monthly and quarterly analysis of ticket volume, error trends, and release metrics, with a focus on improving and sustaining Time to Resolution (TTR). Skilled in monitoring and optimizing agent productivity (ticket volumes, resolution rates, SLA adherence), driving employee engagement and retention, and implementing cost-efficient, scalable process improvements. Strong emphasis on knowledge base utilization and effectiveness to support operational excellence and self-service adoption.

Education

• Osmania University

  Bachelor's degree

• All India Council for Technical Education (AICTE)

  Master's degree