Vipin Vikraman
Summary
Customer-focused professional with successful 14-year career in Cloud Networking Domain. Dynamic & successful in applying Technical and Customer centric mindset in a busy business environment.
Passionate about customer success and solving complex customer needs using technology as a tool.
Overview
15
15
years of professional experience
1
1
Certificate
Work History
Cloud Network Product Specialist
Singtel
03.2019 - Current
- Drove revenue growth by establishing strong relationships with key industry partners such as AWS , Microsoft & Equinix.
- Enhanced user experience, resulting in increased customer satisfaction and retention rates.
- Collaborated with sales teams to develop effective training materials that drove increased product knowledge among staff members, resulting in higher close rates.
- Managed product demonstrations and testimonials for performance evaluation.
- Increased product adoption by developing and
- Launched successful products by conducting thorough market research and identifying customer needs.
- Optimized product performance with data-driven analysis and continuous improvement initiatives.
- Developed comprehensive go-to-market strategies, ensuring successful product launches and brand positioning.
- Analyzed competitive landscapes to identify market opportunities, informing strategic business decisions.
- Led cross-functional teams to deliver high-quality products on time and within budget constraints.
Customer Solutions Manager
Tata Communications
07.2012 - 12.2016
- Enhanced customer satisfaction by developing and implementing effective solutions for complex issues.
- Streamlined communication channels for improved efficiency in addressing customer concerns.
- Implemented data-driven strategies to identify areas of improvement in customer support processes.
- Identified patterns in customer inquiries, leading to the development of targeted training programs for support staff.
- Developed tailored solutions for key clients, resulting in increased client retention and upselling opportunities.
- Negotiated win-win resolutions with customers by effectively understanding their needs and offering customized assistance packages.
- Led monthly meetings with the team to discuss ongoing projects, address challenges, and collaborate on new initiatives.
- Developed long-term relationships with clients by providing consistent, reliable support and fostering trust in our company''s commitment to their success.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Collaborated with sales and product teams to address customer success objectives.
- Achieved sales goals and service targets by cultivating and securing new customer relationships..
Customer Support Engineer
Dimensions Data
07.2009 - 06.2011
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Streamlined support processes for faster issue resolution and increased efficiency.
- Reduced response times by optimizing ticketing system workflows and prioritizing high-impact issues.
- Developed comprehensive troubleshooting guides for common issues, resulting in quicker problem-solving for clients.
- Conducted regular training sessions for new hires to ensure consistent service levels across the team.
- Established a knowledge base of common issues, enabling faster resolutions and empowering customers with self-help resources.
- Maintained strong relationships with clients by consistently delivering timely, professional, and empathetic support services.
- Identified trends in customer inquiries, leading to proactive improvements in product documentation and user guides.
- Provided technical assistance on-site or remotely depending on client needs, ensuring swift issue resolution and minimal downtime.
- Played an instrumental role in retaining key accounts by ensuring prompt resolution of escalated issues and maintaining strong communication throughout the process.
- Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
Education
Bachelor of Engineering - Computer Science And Engineering
Anna Unversity
06.2008
Skills
- Sales Enablement
- Cross-functional Collaboration
- Stakeholder Management
- Product Vision and Strategy
- Customer Training
- Category Growth
- Technical Support
Certification
- Microsoft Certified: AZ-900 Azure Fundamentals
- Microsoft Certified: AZ-700 Designing & Implementing Azure Networking Solutions
- Vmware Certified Associate - Digital Business Transformation
Timeline
Cloud Network Product Specialist
Singtel
03.2019 - Current
Customer Solutions Manager
Tata Communications
07.2012 - 12.2016
Customer Support Engineer
Dimensions Data
07.2009 - 06.2011
Bachelor of Engineering - Computer Science And Engineering
Anna Unversity
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