Soorya Pramod

At Sprinklr, I managed a team of six supporting more than 20 global enterprise accounts while maintaining 95%+ SLA adherence. I owned customer relationships, led QBRs and executive stakeholder meetings, and identified opportunities to improve adoption and customer success.

I lead cross-functional responses to high-severity incidents, mobilizing Engineering and Support teams to accelerate resolution and minimize customer impact. I translate customer feedback and pain points into actionable insights that influence Product and Engineering priorities.

Previously at Singular, I investigated complex issues across an ad-tech platform, owned triage and severity assessment, and aligned Product and Engineering on high-impact defects. At Meltwater, I reproduced customer issues, maintained knowledge-base resources, and helped reduce incoming support ticket volume by 10%.

I’ve supported global enterprise clients across regions, including on-site product training in the U.S. and support for a major client in Australia. My work centers on incident management, escalation handling, root cause analysis, and strengthening the customer experience.