Sudheer Kumar Baki
Senior Manager, Technical Support Engineering at Salesforce
- Role
- Senior Manager, Technical Support Engineering at Salesforce
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Sudheer Kumar Baki
I lead the AMER Tableau Support Team at Salesforce in Hyderabad, managing a high-performing organization of managers and engineers. With over 16 years in technical support and engineering, and 8+ years in people leadership, I specialize in building strong teams, driving operational excellence, and delivering customer-centric solutions.My role spans strategic planning, performance management, stakeholder communication, and project delivery. I work closely with people leaders and ICs to foster a culture of growth, accountability, and collaboration. I focus on enhancing service levels, reducing resolution times, optimizing workflows, and aligning support functions with business goals.Key responsibilities include:Managing team performance through regular 1:1s, V2MOM-aligned feedback, and IDP-driven developmentEmpowering managers with tools and coaching to build effective teamsOverseeing resource planning, scheduling, and workload balancing to ensure full coverage and reduce shrinkageDriving data-backed decision-making via weekly reports on team performance and trendsLeading strategic initiatives to enhance support delivery and cross-functional alignmentKey Projects at Salesforce:Onboarding Manager (Hyderabad): Streamlined onboarding for new hires and managers to accelerate integration and performance.TTR Reduction: Led initiatives that improved Time-to-Resolution through process refinement and team enablement.TSE Best Practices: Developed and rolled out best practices for Technical Support Engineers, boosting consistency and efficiency.Tableau Certification Program: Managed internal certification efforts to build technical depth in data visualization.ACE Cross-Skilling: Led a project to cross-skill support and success teams, enhancing collaboration and customer service.Training & Enablement: Designed onboarding and skill upgrade programs to strengthen team capabilities.Recruitment & Hiring: Led recruitment efforts to build a strong, diverse, and capable team aligned with business needs.I\'m passionate about enabling people, simplifying complexity, and delivering high-impact support experiences.
Experience
Senior Manager, Technical Support Engineering
Jul 2024 — Present · Hyderabad, IN
Education
Indian School of Business
Leadership Program
2019 — 2019
Devineni Venkata Ramana & Dr. Hima Sekhar MIC College of Technology
Bachelor of Technology - BTech, EIE
2004 — 2008
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