Santhanakrishnan Venkataraman

Omnissa LLC (formerly part of VMware) – USA & India

• Managed customer success functions through a company merger and spin-off, ensuring continuity of service and alignment with evolving business objectives.
• Own and manage a $8M+ customer portfolio, achieving a 90% retention rate through proactive engagement and value realization.
• Led customer onboarding and implementation, ensuring seamless adoption of Workspace ONE and Horizon.
• Conducted quarterly business reviews (QBRs) to assess customer goals, align on success metrics, and drive long-term engagement.
• Developed and executed customer health score frameworks, identifying at-risk accounts and implementing mitigation strategies to reduce churn.
• Collaborated with Sales teams to drive upsells and renewals, contributing to revenue expansion.
• Created customer enablement programs, including training sessions and knowledge base resources, leading to a 20% reduction in support escalations.
• Partnered with Product Management to roll out product enhancements, increasing feature adoption and customer satisfaction.

• Managed a high-performing technical support team, ensuring prompt issue resolution and SLA compliance while delivering an outstanding customer experience.
• Facilitated cross-departmental collaboration to efficiently resolve complex customer escalations, reducing resolution time and improving CSAT scores.
• Developed escalation management strategies, proactively identifying trends and implementing preventive measures to minimize unresolved tickets.
• Implemented self-service initiatives, enhancing accessibility to information and reducing support case volume through optimized knowledge base resources.
• Provided performance assessments and mentorship, promoting a culture of continuous learning and career growth within the team.
• Optimized resource allocation and staffing assignments to maintain consistent support coverage and operational efficiency.

• Led GSS team for implementation of Global VMstar Salesforce.
• Contributed to the VMstar Salesforce Governance Board as a GSS representative until project rollout.
• Developed comprehensive test plans aligned with GSS Support Engineer workflow.
• Coordinated feedback collection for Salesforce design teams through thorough scenario testing.
• Directed and executed full-scale rollout of Workforce Management for Global Support Services.

• Resolved environment-specific issues encountered by VMware users after solution implementation.
• Managed floor escalations by addressing and resolving customer concerns efficiently.
• Guided team members to enhance product understanding through mentorship.
• Led critical escalations toward successful resolution.
• Facilitated swift resolution of critical customer escalations through collaboration with VMware engineering teams.
• Initiating contact with customers to prevent escalations by tracking leading metrics like case duration and previous interaction.

• Managed production infrastructure with Windows Servers, Windows NT/2000/2003, VMware ESX 3.x, Citrix Servers.
• Identified and fixed challenges within VMware environments.
• Proposed optimizations to reduce deployment timelines of VMware solutions.
• Drafted comprehensive incident and root cause analysis reports.

• Delivered technical assistance via phone and email for VMware product implementations.
• Conducted training sessions on VMware products to boost understanding and troubleshooting abilities.
• Facilitated and led an impactful technical discussion at VMware TSX event hosted in Japan for the APJ audience.
• Strengthened collaboration by mentoring internal and external technical teams.
• Conducted weekly meetings with VMware Partners to resolve technical queries.

| Accenture | Sutherland | Vitage Systems | Roland Computers

• Held various customer-facing roles in technical support, infrastructure engineering, and quality analysis, gaining a strong foundation in customer service, troubleshooting, and IT operations.