RAMESH RAJA DEENADAYALAN

• Lead end-to-end SaaS implementation and onboarding for mid-market and enterprise customers across ANZ & APAC, consistently delivering on-time go-lives and high customer satisfaction scores.
• Led and mentored a pod of Implementation Specialists, providing hands-on coaching on best practices, escalation handling, and product configuration to accelerate their development.
• Resolved complex customer escalations by engaging directly with clients and coordinating cross-functionally with Sales, Support, and Engineering restoring confidence and maintaining long-term relationships.
• Drove customer adoption of key product features and workflows through tailored advisory sessions, resulting in measurable improvements in platform utilization and reduced time-to-value.
• Served as the primary cross-functional liaison between customers and internal teams (Sales, Product & Engineering), translating field feedback into actionable product roadmap inputs.
• Continuously evaluated and streamlined implementation processes and documentation standards, reducing onboarding complexity and improving team efficiency across the function.
• Tracked and reported on key delivery KPIs including CSAT, time-to-onboard, and escalation resolution rate presenting insights to leadership to inform process and resourcing decisions.
• Supported onboarding of new implementation team members by creating structured playbooks and delivering knowledge transfer sessions to accelerate ramp-up.
• Collaborated with Product & Engineering to surface recurring customer pain points during implementation, contributing directly to feature prioritization and product improvements.
• Managed and coordinated an offshore implementation team, overseeing task allocation, quality assurance, and performance ensuring seamless delivery continuity across time zones.
• Managed and directed partner/SI resources across ANZ & APAC, aligning third-party implementation partners to Freshworks delivery standards and customer expectations to ensure consistent outcomes.
• Participated in hiring and selection of new onboarding/implementation specialists defining role profiles, conducting interviews, and designing structured onboarding plans to reduce ramp-up time.
• Established a regular cadence of team check-ins, one-on-ones, and reviews to identify development gaps, set growth goals, and maintain high team engagement.

• Managed end to end onboarding and implementation for enterprise and mid-market customers across APMEA and ASEAN, serving as the primary point of contact through the full onboarding lifecycle.
• Provided day to day guidance and support to onboarding specialists on customer interactions, product configuration, and escalation handling, improving delivery quality and consistency.
• Contributed to onboarding process improvements by helping standardize workflows and documentation, reducing onboarding timelines and operational friction.
• Worked closely with Sales, Customer Support, and Product teams to resolve delivery challenges, align customer expectations, and drive successful go-lives.

• Managed, coached, and developed a 25-member team across Incident, Problem, and Change Management, consistently meeting SLA targets and driving high engagement scores.
• Supported hiring and onboarding of new team members by contributing to role definition, conducting interviews, and guiding ramp-up to ensure early productivity.
• Acted as Lead Incident Manager for high-priority P1 and P2 escalations, coordinating cross-functional global teams, managing client communications, and driving timely resolution.
• Drove continuous service improvement through KPI tracking, performance coaching, and post-incident reviews, reducing repeat incidents and improving operational stability.

• Led critical incident management and cross-functional Technical Recovery Teams, minimising business disruption for enterprise clients through structured escalation and resolution frameworks.
• Delivered ITIL knowledge-transfer programmes for new team members, accelerating production readiness and improving first-time resolution rates across the team.
• Contributed to continuous improvement initiatives performing trending analysis, identifying process gaps, and implementing risk mitigation measures to improve operational resilience.
• Team Spot Award (multi-task SLA excellence) - PAT on the Back Award (knowledge transfer & team enablement)

• Provided technical support for network and endpoint security issues, including malware, spyware, and virus removal across Windows, Mac, and Linux environments.

• Resolved critical customer issues using remote troubleshooting and root cause analysis, improving resolution times and customer satisfaction.

• Supported installation and troubleshooting of Symantec and enterprise security products across multiple operating systems.