At Rackspace Technology, I own the post-sales lifecycle for mid-market customers running business-critical applications, from onboarding and implementation through ongoing service and support. I work with commercial and product teams on growth and retention, and lead contract renewal negotiations.
I coordinate support teams to deliver within agreed SLAs, review service failures, and maintain service improvement plans. I also chaired customer meetings, tracked usage and success metrics for upsell opportunities, and served as an SME on the OSPC Cloud product.
At Replicon Software India, I managed a territory book of business, built a pipeline of 3x target, and delivered API-based and flat-file integrations with Salesforce, QuickBooks, and Xero. I also introduced the QA process, managed the QA team, and provided final release sign-off across web, web-service, and mobile testing.
