Summary
Overview
Work History
Skills
International Experience
Achievements
Timeline
Generic

Sreejith Subbaraman

Summary

Seasoned solution architect with proven track record in designing and implementing scalable, cost-effective, and high-performance solutions across a wide range of industries. Adept at aligning business goals with technology solutions, while leading cross-functional teams to deliver innovative, customer-centric outcomes. Skilled in architecture design, cloud solutions, system integration, and applying best practices for IT governance and project management.

Overview

10
10
years of professional experience

Work History

Lead Onboarding Specialist and Solution Architect

Freshworks
01.2020 - Current
  • Architected and delivered complex multi-tiered applications and architectures, enabling clients to improve scalability and operational efficiency
  • Run requirement workshops at client sites during project initiation to gather end-end use cases, serving as the foundation for solution design
  • Developed and documented high-level architecture designs, blueprints, and technical specifications, ensuring alignment with both business and technical goals
  • Managed and supported the successful go-live process being onsite, overseeing all critical activities to ensure a smooth transition
  • Directed the integration of third-party applications and services, including CRM and using REST APIs, and middleware platforms
  • Coached and mentored US region implementation team, enhancing team performance and fostering expertise in handling diverse client use cases
  • Spearheaded multiple customer webinar, driving increased feature adoption and empowering clients to fully leverage platform capabilities
  • Enhanced workflows for enterprise and mid-market clients, applying new features and best practices to increase operational efficiency
  • Collaborated with business stakeholders, product managers, and engineering teams to define technical requirements and deliver solutions that meet client objectives
  • Provided hands-on support throughout the implementation process, ensuring a seamless go-live and delivering tailored solutions to meet customer needs
  • Worked closely with stakeholders to identify pain points, streamline workflows, and enhance system integrations, resulting in increased productivity and reduced operational costs
  • Led the reimplementation of the system, optimizing workflows, enhancing agent efficiency, and improving customer satisfaction
  • The revamped solution resulted in a one minute decrease in call handling time and a 5% improvement in customer satisfaction

Technical Account Manager

Freshworks
01.2017 - 01.2020
  • Managed a portfolio of enterprise and mid-market accounts, serving as the primary technical point of contact, and driving client satisfaction, retention, and expansion
  • Resolved complex technical issues and escalations, providing timely solutions and clear communication, ensuring minimal disruption to customer operations
  • Developed and executed customized training programs, webinars, and documentation to enhance customer understanding and usage of the platform’s features
  • Optimized workflows for existing customers, integrating new features into their operations to drive improved business outcomes
  • Drove the feature request process, collecting customer feedback and communicating needs to product managers
  • Analyzed customer data monthly and conducted business reviews, providing actionable insights to identify areas for improvement and foster client success

Assistant Systems Engineer

Tata Consultancy Services
08.2014 - 12.2016
  • Managed system monitoring tools to proactively identify issues and reduce downtime, achieving 3% reduction in critical incidents
  • Troubleshot complex system issues, resolving performance bottlenecks, network failures, and security vulnerabilities, resulting in a 2% improvement in system uptime
  • Implemented knowledge management for effort reduction by documenting repetitive issues and steps to solve them
  • Reduced support costs by developing new workflows and support processes

Skills

  • Architecture Design
  • Cloud Solutions
  • System Integration
  • Rest API
  • Postman
  • Project Management

International Experience

  • Relocated to the USA to collaborate directly with clients, implementing solutions to address complex business scenarios. Provided hands-on support throughout the implementation process, ensuring a seamless go-live and delivering tailored solutions to meet customer needs.
  • Traveled to Australia to collaborate directly with multiple enterprise clients, optimizing their business processes and implementing tailored solutions that improved operational efficiency. Worked closely with stakeholders to identify pain points, streamline workflows, and enhance system integrations, resulting in increased productivity and reduced operational costs.
  • Traveled to Manila to assess and identify flaws in the initial call center setup. Led the reimplementation of the system, optimizing workflows, enhancing agent efficiency, and improving customer satisfaction. The revamped solution resulted in a one minute decrease in call handling time and a 5% improvement in customer satisfaction.

Achievements

  • Led a business transformation project for BigLots' from legacy Oracle system to Freshworks, optimizing scalability and improving the management of their globally distributed teams. This resulted in a 5-minute reduction in resolution time and a 20% increase in inquiry deflection through AI-powered bots, driving greater operational efficiency and enhanced customer support performance
  • Successfully onboarded Stitchfix, Freshworks largest customer. A complex implementation involving the migration of data from four separate Zendesk instances. They experienced significant improvements in response times and enhanced SLA adherence, contributing to a more efficient and effective customer support operation. I was awarded the MVP for the quarter for excelling in this stellar project

Timeline

Lead Onboarding Specialist and Solution Architect

Freshworks
01.2020 - Current

Technical Account Manager

Freshworks
01.2017 - 01.2020

Assistant Systems Engineer

Tata Consultancy Services
08.2014 - 12.2016

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Sreejith Subbaraman