Open to opportunities

Manish Khemka

@manishkhemka

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Senior Manager with 19+ years in technical support engineering.

India

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What I'm looking for

I am looking for a role that fosters innovation and values customer-centric strategies, with opportunities for leadership and team development.

I am a highly accomplished leader with over 19 years of experience, specializing in Customer Success within enterprise-level technical environments. My journey has been marked by a proven ability to lead and mentor global teams, driving high-value customer engagements that deliver measurable technical and business impact. I pride myself on my data-driven approach and a steadfast 'Customer First' mindset, which has consistently enhanced customer experience and satisfaction.

Throughout my career, I have demonstrated strong leadership qualities, significantly improving team performance and customer satisfaction metrics. For instance, I successfully improved Customer Satisfaction from 70% to 85% and reduced Mean Time to Resolution by approximately 15% through process optimization. My technical expertise, combined with exceptional relationship management skills, has enabled me to build strategic partnerships and lead initiatives that drive productivity and efficiency across various global regions.

As I continue to evolve in my career, I remain committed to fostering a culture of excellence and innovation within my teams. I am passionate about leveraging data insights to identify trends and risks, ensuring that we not only meet but exceed customer expectations. My goal is to contribute to a forward-thinking organization that values customer-centric strategies and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager, Technical Support Engineering

Current

Salesforce

Aug 2022 - Present (2 years 10 months)

Improved Great Leader Method survey scores from 2.3 to 4.3 and was recognized with a Best Manager award. Successfully improved Customer Satisfaction from 70% to 85% and Response Rate from 3% to 25%, while reducing Mean Time to Resolution by ~15% through process re-engineering.

Customer Satisfaction Team Leadership Data Analytics Escalation Management Salesforce Service Cloud Mentorship Automation

Manager, Technical Support of Signature Success

Salesforce

Oct 2019 - Jul 2022 (2 years 9 months)

Managed Premier case inflow/backlog and pioneered Signature team’s collaboration. Built strategic relationships with APAC Account Management and engaged in cross-functional collaboration with various teams.

Strategic Partnerships Cross Functional Collaboration Account Management Product Engineering Product Management Sales Customer Support Team Leadership Process Improvement

Senior Manager, Technical Support Engineering

Kony Inc

Apr 2016 - Oct 2019 (3 years 6 months)

Responsible for 24x7 developer, technical, and cloud support, along with technical account management and business reporting for Mobile Application Development Platform and Fabric product suite. Drove Customer Experience Transformation and overall Service Delivery, designing and implementing processes, systems, and technology for the support organization.

Developer Support Technical Support Cloud Support Technical Account Management Reporting Customer Experience Service Delivery Process Design Systems Implementation

Global Product Support Manager

Cornerstone OnDemand

Nov 2013 - Apr 2016 (2 years 5 months)

Managed a site-level Technical and Application Support team, ensuring effective resource utilization, including scheduling, staff development, and customer escalations. Oversaw the resolution of complex technical and application issues to maintain high customer satisfaction.

Technical Support Resource Management Customer Escalation Team Leadership Scheduling Customer Satisfaction Problem Solving ITIL

Operations Manager

Thomson Reuters

Jun 2006 - Oct 2013 (7 years 4 months)

Responsible for Client Support groups across various domains including Investment Banking, Market Data, and Technical Support at global centers in Bangalore and the Philippines, managing 92 analysts and 7 Team Managers. Led initiatives to improve service quality and operational efficiency within the support teams.

Client Services Technical Support Team Leadership Operations Management Quality Global Team Management Investment Banking Market Data

Technical Specialist

Hewlett Packard

Aug 2005 - May 2006 (9 months)

Debugged software and hardware issues within the All-in-One product line. Provided technical expertise to resolve complex problems and ensure product functionality.

Debugging Technical Support Technical Expertise All In One Products Customer Support Quality Assurance