Govind Parmar

GP

Looking for a job

Govind Parmar

@govindparmar

Customer operations leader at Pivotree driving AI-led automation and improving team productivity by 25%.

At Pivotree, I lead global customer support and managed services operations across multiple regions. I drive AI-led automation initiatives and improved team productivity by 25% through multi-skilling and process optimization.

I also reduced overtime costs by 80% through workforce planning and automation, and lead QBRs, service reviews, and executive stakeholder engagements. Before Pivotree, I managed customer support at GupShup and held customer support, partner support, and technical support roles at LRN, EdCast, Mind Technologies Pvt Ltd, and Educomp Solutions Pvt Ltd.

Experience

Work history, roles, and key accomplishments

PI

Current

Senior Manager – Customer Support & Managed Services

Current

Jan 2022 - Present (4 years 9 months)

Lead global customer support and managed services operations across multiple regions with a team of 25+ professionals. Drive AI-led automation initiatives, improve productivity by 25%, and reduce overtime costs by 80%.

Customer Support Managed Services AI Transformation Workforce Planning Process Optimization QBRs SLA Governance Stakeholder Management Team Leadership

GU

Customer Support Manager

GupShup

Jan 2021 - Jan 2022 (1 year)

Managed customer support operations and led a team of 10+ members. Built strategic customer relationships supporting retention and revenue growth initiatives.

Customer Support Team Leadership Escalation Management Customer Retention Cross Functional Collaboration

LR

Partner Support Specialist

Jan 2020 - Jan 2021 (1 year)

Delivered end-to-end support, customer training, webinars, and stakeholder engagement.

Customer Support Training Webinars Stakeholder Engagement

ED

Assistant Manager – Customer Support

EdCast

Jan 2017 - Jan 2020 (3 years)

Led client implementations, team management, escalations, and cross-functional collaboration.

Client Implementation Team Management Escalation Management Cross Functional Collaboration

ML

Senior Technical Support Engineer

Mind Technologies Pvt Ltd

Jan 2013 - Jan 2017 (4 years)

Delivered technical support, onboarding, demonstrations, and client success initiatives.

Technical Support Onboarding Demos Client Success

EL

Technical Coordinator

Educomp Solutions Pvt Ltd

Jan 2012 - Jan 2013 (1 year)

Delivered training, product demonstrations, and vendor coordination activities.

Training Product Demonstrations Vendor coordination

Education

Degrees, certifications, and relevant coursework

MU

Mumbai University

Bachelor of Engineering, Electronics & Telecommunication

Bachelor of Engineering in Electronics & Telecommunication from Mumbai University, completed in 2012.

Tech stack

Software and tools used professionally

DOMO

Salesforce

Zendesk

Jira

HubSpot

Grafana

RingCentral

Confluence

TeamViewer

FreshDesk

Availability

Looking for a job

Location

India

Authorized to work in

Salary expectations

5007k+ INR

Social media

Job categories

Customer Support Manager Customer Success Manager Service Delivery Manager Managed Services Manager

Skills

Customer Support Managed Services Customer Success Service Delivery Operational Excellence Customer Retention Service Governance SLA Management KPI Governance Workforce Planning Escalation Management Quarterly Business Review Service Review AI Transformation Process Optimization

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