Rajiv Madassery

About Rajiv Madassery

I am a Senior Manager in Customer Support for on-premise and cloud products in IBM Sustainability Software business unit, managing the Asia Pacific Support team. My objective is to foster and nurture Asia Pacific Support team to drive customer success in IBM Sustainability Software solutions. My key responsibilities include, but not limited to, the following- Ensure easy usability of our Sustainability Software solutions so that customers get the maximum value out of them- Manage and grow existing enterprise customers and business partner relations by delivering excellent Customer Support- Exceed customer expectations by the form of outstanding customer service measured by Net Promoter Score- Keep customers up to date and ensure customer satisfaction- Engage in conference calls, war room calls, when needed to resolve complex and critical situations- Hire and manage a team of Product Support engineers to manage the Technical Support process for optimization and standardization of processes- Provide Leadership and direction to Technical Support teams and a continuous partnership with Sales and Engineering to better the offering from solutions and to voice customer feedback- Adhere to Support SLA commitments provided to different clients and publish metrics and reports and root cause analysis for IBM and customer consumption- Perform reviews with our customers and gather feedback to measure the overall Net Promoter Score and take actions to improve them asap- Adapt to a dynamic work environment to deal with rapid changes and limited structure- Monitor performance indicators and metrics while driving individual growth in the team. Do assessment of potential vs performance periodically- Drive the highest level of performance from the team through training, mentoring, and coaching by building professional development plans for Support teams- Build, motivate and develop teams with a proven track record in technical leadership while functioning in a high-demanding customer Support environment

Experience

1. Senior Support Manager, Ibm Sustainability Software

   IBM

   Jun 2022 — Present · Bengaluru, IN

   As a Senior Manager in Sustainability Software Support tool over additional portfolio in Support along with Sterling Order Management Systems and Fulfillment Solutions like the Aviation Support and Enterprise Intelligence Suite Support teams to expand the Leadership.

Education

• Bharathiar University

  Bachelor of Science, Computer Science

  1995 — 1998

• Bharathiar University

  BSc, Computer Science

  1995 — 1998

• Periyar University

  MSc, Information Technology and Management

  1998 — 2000

• Presentation H S

  SSLC

Skills

• Tutorials
• Customer Engagement
• Production Support
• Commerce on Cloud
• Websphere Application Server
• Public Speaking
• Training Skills
• Java
• Conference Speaking
• Unix
• Sterling Integrator
• People Management
• Software Project Management
• Remote Support
• Websphere
• Integration
• Technical Support
• Ibm Bpm
• Service-Oriented Architecture (Soa)
• Javascript
• Business Integration
• Middleware
• Product Support
• Business Process Management
• Microblogging
• Java Enterprise Edition
• Training
• Soa
• Websphere Process Server
• Websphere Esb