Krishnanand Srinivasan
Fremont
Summary
Dynamic Senior Customer Support Manager with over 6 years of experience leading global teams in enterprise SaaS and On-Prem platforms, complemented by 18 years in technical support roles. Expertise in scaling support operations, enhancing customer satisfaction (CSAT), and reducing resolution times while championing knowledge-centered service (KCS) adoption. Proficient in cross-functional collaboration, SLA and escalation management, and utilizing CRM platforms such as Salesforce and Jira to drive data-informed support strategies aligned with business goals. Strong ability to partner with Sales, Product, and Engineering teams to boost customer retention and elevate the overall experience in complex B2B SaaS environments.
Overview
26
26
years of professional experience
Work History
Senior Customer Support Manager
Nue.io
01.2024 - 01.2025
- Led a globally distributed team of 7 support engineers in a player-coach role, driving end-to-end support strategy and operations for the SaaS-based Nue Revenue Lifecycle Platform, resulting in improved customer retention and satisfaction.
- Implemented a JIRA-based ticketing system with custom workflows and automation, boosting operational efficiency and reducing manual errors.
- Elevated CSAT from 3.9 to 4.5 (out of 5) and cut average resolution time from 36 to 14 hours through workflow optimization and team coaching.
- Designed and delivered a comprehensive KPI framework and real-time dashboards for data-driven monitoring of support performance and customer experience trends.
- Spearheaded integration of JIRA and Salesforce CRM, providing Sales teams with real-time visibility into support tickets, enabling proactive management of renewals and upsells, reducing renewal surprises.
- Authored a Customer Support Playbook defining SLAs, escalation protocols, and troubleshooting processes, standardizing support delivery across the team.
- Collaborated with Implementation and Engineering teams to create standardized customer handoff documents and prioritize critical bug fixes, improving cross-team alignment.
- Presented monthly business reviews (MBRs) and customer insights to executive leadership, driving continuous support improvements.
- Mentored and coached engineers in hands-on technical troubleshooting using SOQL, Splunk logs, and Salesforce debug logs, resulting in faster ticket resolution and improved customer feedback.
Team Lead / Manager – Support
Automation Anywhere
01.2019 - 01.2024
- Managed customer support operations for 11 support engineers across US West and LATAM regions, supporting both SaaS and On-Prem RPA products with focus on Premium Accounts.
- Directed multi-channel support via web, chat, phone, and self-service portals, ensuring consistent, unified customer experience.
- Analyzed CSAT surveys and performed periodic case reviews to identify pain points, achieving a 12% CSAT increase and 30% reduction in average resolution time over three quarters through process improvements and KCS adoption.
- Led adoption of AI-driven tools like SupportLogic for predicting ticket escalations, auto-routing cases, and coaching the team using case audit parameters. This helped reduce escalations by 15%.
- Coordinated with Cloud Operations and Critical Situations (CritSit) teams to manage timely customer communications during cloud incidents, minimizing impact and building trust.
- Coached support engineers on technical and soft skills, fostering a collaborative and growth-oriented team culture that increased team productivity by 25%.
- Partnered with Engineering, Product, TAM, and CSM teams to resolve high-priority customer escalations, enhancing customer retention and satisfaction.
- Consistently identified opportunities to improve products, processes and tools and ensured support readiness for new releases.
Principal Technical Support Engineer – Customer Support
Aptare Inc.
01.2011 - 01.2019
- Served as Interim Support Manager, overseeing a team of 5 engineers and managing escalations for high-value enterprise customers to meet SLA targets and improve satisfaction.
- Developed and implemented a troubleshooting methodology based on analysis of high-volume support calls, reducing repeat customer issues by 20%.
- Recognized with 2 quarterly performance awards for excellence in customer support and leadership.
- Collaborated with Sales on business development initiatives in India, organizing demos and follow-ups.
- Provided expert-level troubleshooting for Java-based Aptare Storage Console software, addressing complex issues across storage arrays, switches, virtualization, and backup solutions.
Principal Technical Support Analyst
Infor Global
01.2006 - 01.2011
Team Lead, Upgrades
Valley Oak Systems
01.2005 - 01.2006
Senior Technical Support Engineer
Epiphany Inc.
01.2001 - 01.2005
Database Engineer
iXL Inc.
01.2000 - 01.2001
Software Engineer
Insweb Corp.
01.1999 - 01.2000
Education
MBA -
University of South Carolina
Master of Management Studies - Finance
Bombay University
IndiaBachelor of Science - Electrical Engineering
Shivaji University
IndiaSkills
- Customer support management
- Leadership: Global Team Management, Cross-functional Collaboration, Coaching & Mentorship, Strategic Planning
- CRM, Ticketing and AI: Salesforce CRM, Jira, SupportLogic, Zoho SalesIQ
- Analytics & Monitoring: Data-driven decision making based on Real-time Dashboards, CSAT surveys & Support KPIs analysis
- Technical: MS SQL Server, Oracle, Java, REST APIs, Postman, Sumo Logic, Splunk, Kibana, Weblogic, Websphere, Apache Tomcat, Salesforce SOQL, SupportLogic, ZohoIQ Chat
- Proficient in Windows and Linux platforms
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Full Professional
Hindi
Full Professional
Marathi
Professional Working
Interests
Philately, Cricket, Soccer, Quizzing, Trading in stocks
Work Preference
Work Type
Full TimeContract WorkLocation Preference
HybridRemoteOn-SiteImportant To Me
Work-life balanceCompany CulturePaid time offWork from home optionFlexible work hoursHealthcare benefitsPersonal development programs401k matchStock Options / Equity / Profit SharingPaid sick leaveCareer advancementTimeline
Senior Customer Support Manager
Nue.io
01.2024 - 01.2025
Team Lead / Manager – Support
Automation Anywhere
01.2019 - 01.2024
Principal Technical Support Engineer – Customer Support
Aptare Inc.
01.2011 - 01.2019
Principal Technical Support Analyst
Infor Global
01.2006 - 01.2011
Team Lead, Upgrades
Valley Oak Systems
01.2005 - 01.2006
Senior Technical Support Engineer
Epiphany Inc.
01.2001 - 01.2005
Database Engineer
iXL Inc.
01.2000 - 01.2001
Software Engineer
Insweb Corp.
01.1999 - 01.2000
Master of Management Studies - Finance
Bombay University
Bachelor of Science - Electrical Engineering
Shivaji University
MBA -
University of South Carolina