Madhu Jayakumar

Partner Support

• Implemented tailored support program for partners, focusing on partner's relationships and to thereby increase their scope.
• Scaled a 5 member team to 20, expanding across products and introduced customized engagement models.
• Established monthly cadences with Partners for bug prioritization, ticket prioritization, and identifying training opportunities.
• Hosted webinars & training sessions with partners based on identified needs and feedbacks.
• Proactively communicated downtimes to high-touch partners, with details around it.
• Maintained a Health Dashboard for partners, updated monthly and published to business leaders of Success and Support
• Built tailored troubleshooting repositories by performing monthly volume based analysis on Top contact codes of partners ( FAQs )
• Shared insights and updates with Partnerships Leadership team regularly with health score data.

Success Metric:

• Successfully improved the team's resolution time metric by 200% through strategic initiatives.
• Resolution time before program: 300 hours. After program: 98 hours
• 98% CSAT and L1 tickets ( basic How-to questions ) reduced by 70% since the program.

Project: Freshworks Support Transformation | APR 23 - JUL 23

Resolution Path Development:

• Spearheaded an initiative aimed at transforming tribal knowledge into institutional knowledge within support team.
• Developing comprehensive resolution path, focused on top contact codes, creating step-by-step troubleshooting instructions.
• Conducted regular meetings with Point of Contacts (POCs) from each product to ensure project progress and provide guidance in creating easily consumable articles for agents.
• Constructing solution articles as internal resources within support portal to serve as a repository of knowledge for agents.

Collaborating with the Product Management team to integrate these articles with feature that was built to provide agents with relevant articles, auto-suggested by it, leveraging AI capabilities.

• Advocated for customers within internal teams ( Product Managers and Product Engineers ) and recommended process improvements to boost metrics, SLA agreement for L2 Bots team
• Streamlining Processes: Implemented Support L2 process and effectively managed incoming requests to optimize team productivity
• Shared insights with Product Managers on major breakpoints in the product experience which helped us get visibility on product's roadmap which in turn helped setting the right expectations with customers
• Evaluated L2 Support tickets handling times and handling procedures with engineers to identify optimisation strategies
• Established regular communication channels with engineering team to proactively identify opportunities for ownership within scope
• Reported high-visibility cases, escalations and customer trends to Supports' Leadership to highlight improvement areas.

• Managed a team of 8 members, that worked for Region, ANZ
• Collaborated with field team ( Sydney ) and discussed regular feedback and found opportunities for both the teams to work on.
• Helped the team by driving career conversations and ensured they are on the right path for their goals
• Introduced Change Management process for the entire Support & Success team and built responses including implications of all major to minor changes as templates for use.

Initiative: Training for TAMs across products to get started with Account Management | Attendees: 20 team members across regions

• Developed and delivered comprehensive training programs for Technical Account Managers (TAMs) across multiple products, enabling them to excel in account management responsibilities, incorporating insights from various TAM stories
• Conducted training sessions covering soft skills and strategic approaches for handling technical challenges, ensuring TAMs were well-equipped to provide exceptional customer support
• Topics: Art of Assertiveness, Emotional Intelligence, Trust Building, Team Dynamics, and general etiquette' of managing accounts, enhancing overall customer success
• Emphasized importance of regular updates and setting appropriate expectations to build trust by default, fostering strong client relationships.

• Responsibility included everything that of a TAM and was involved in major implementations of accounts ( before an onboarding team was formed )
• Account Managed enterprise accounts like SlingTV: Spearheaded the successful implementation of Sling TV for enterprise clients, ensuring seamless onboarding and optimal utilization of the service
• Conducted thorough analysis of customer's systems and workflows to identify areas for improvement and optimize integration of one product ( Ticketing tool ) with another ( Bots ) within their existing infrastructure
• Facilitated training sessions and workshops to educate clients on product's features and functionalities
• Developed and maintained strong relationships with key stakeholders, ensuring ongoing customer satisfaction
• Salesforce Configuration in Freshdesk Implemented 8 years of Salesforce configuration in 3 months:
• Led the migration and configuration of 8 years' worth of Salesforce data into Freshdesk within a tight timeframe of 3 months.

• Managed a portfolio of accounts with significant Monthly Recurring Revenue (MRR), serving as the primary point of contact for customer requirements and issue resolution
• Acted as "Escalation point of contact", ensuring prompt and effective resolution of customer escalations, ultimately delighting customers with exceptional service
• Developed and maintained strong relationships with key stakeholders, providing proactive support and guidance to drive customer success and satisfaction.

• Served as Single Point of Contact (SPOC) for a newly launched product within organisation, providing tailormade support and training to customers using the product.
• Mentored and trained new team members, sharing best support practices and promoting a culture of continuous improvement.
• Regular updates to Product Management team with feedback from customers and internal teams.

• Handled all customer inquiries and issues across various channels, demonstrating excellent technical troubleshooting & problem-solving skills
• Collaborated closely with engineering team to identify and resolve complex technical issues, ensuring timely resolution and customer satisfaction