ADManager Plus - Manageengine
Dilip Dhakshinamurthy
Technical Account Manager
Chennai,TN
Summary
Technical Account Manager with more than 5 years of hands-on experience in IAM products to support enterprise accounts. Develops and promotes value realization that translates into closed new business, renewal and upsell opportunities. Proven record of successfully proposing technical solutions by presenting complex concepts in easy to understand terms and building strong, long-lasting relationships with senior executives and project level resources.
Overview
1
1
Certification
3
3
years of post-secondary education
9
9
years of professional experience
Work History
Technical Account Manager
Zoho Corporation
Chennai , TN
2017.02 - Current
- I manage a team of 15 technical consultants and a team of 2 for partner engagement.
- Identified and proposed upsell and renewal opportunities and communicated value proposition to churn results for enterprise customers.
- Identified potential sales and cross-selling opportunities in course of delivery of support services.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
- Conducted presentations to large groups at trade shows, reseller events and onsite product trainings for customers and partners.
- Built long-term trusted relationships with partners from US, UK, Australia, South America, Europe to manage stakeholder expectations and meet revenue growth goals.
- Developed insights on marketing campaigns to assess performance against goals. Educating and training the sales in the features and use of ManageEngine products.
- Traveled to 5+ countries to deliver product presentations and customer meetups. Providing sales team support and skills on strategic proof of concepts.
- Monitored systems in operation and input commands to troubleshoot areas such as top call generator and critical issues.
- Key participation in technical validations when integrations approach is made for manageengine from 3rd party products.
- Engaged effectively with marketing team to create support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Planing for new business tools and process improvements to streamline customer success activities.
- Created and implemented Key Performance Indicators metrics to evaluate and improve operations, target current business conditions and forecast needs.
- Cross-trained existing employees to maximize team agility and performance. Onboarded new employees, including training and mentoring .
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Conducted technical interviews assess eligibility based on teams requirement.
- Providing technical mentorship and training for new hires and peers.
- Working closely with the product development team to demonstrate features requirement and perform usability testing on prototype.
Technical Support Engineer
Zoho Corp
Chennai , TN
2016.02 - 2017.02
- Advising customers on how to gain additional value from their ManageEngine Active directory and SIEM related products.
- Aligned office departments and increased inter-department communication and data sharing.
- Scoping a customer issue by collecting the relevant facts and investigate the problem by doing my own research and by involving other teams as needed.
- Consulting and collaborating with immediate peers or colleagues around the world and with management and engineering to resolve service issues.
- Acting internally as a customer advocate. Empowering customers to find information, self-solve when they decide to, and learning more about ManageEngine products, services, and support.
- Documenting my technical work and research to help my colleagues, improve the product, and improve the support experience.
- Maintaining a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
Technical Consultant
Wipro
Chennai, India , Tamil Nadu
2015.03 - 2016.01
- My role as Microsoft Technical Consultant is to engage with Microsoft admin is major organizations and assist them in onboarding to Exchange online .
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Supported Exchange online onboarding, Migration, configuration, risk assessment,
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Used coordination and planning skills to achieve results according to schedule.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Developed new and improved training programs to fit underserved areas.
System Administrator
Unicon Solutions
Chennai, India , Tamil Nadu
2014.06 - 2015.02
- Planned and implemented strategies to promote upgrades to system hardware and software, resulting in increase in revenue.
- Evaluated latest technology innovations and adopted cost-effective, useful solutions.
- Worked with users to determine areas of technology in need of improved usability.
- Planned and executed marketing programs, producing 30% of goal of qualified leads.
- Completed in-depth reviews of market conditions and customer preferences for laptop spares.
- Tracked various product sales and costs by analyzing and entering sales, business data and expenses.
Escalation Lead
CSS Corp
Chennai , TN
2011.04 - 2013.11
- (2 years 8 months) Chennai, Tamil Nadu, India.
- Configured hardware, devices and software to set up work stations for employees.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Developed lesson plans, instructional materials and written practice tests for product and process training courses.
- Created and implemented new training initiatives such as online modules, interactive software and language lab session assuring continuous training to team members to promote long-term excellence.
- Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals, resulting in better training experience fot new joinees.
- Developed new and improved training programs to fit underserved areas.
Education
Bachelor of Science - Computer Science
TS Narayanaswami College Of Arts And Science
Chennai 2008.06 - 2011.05
Skills
Identity & Access Management
undefinedCertification
MCSA: Windows Server 2012 - Certified 2016
Software
ADAudit Plus - Manageengine
ADSelfService Plus - Manageengine
ExchangeReporter Plus - Manageengine
RecoveryManager Plus - Manageengine
Office365Manager Plus - Manageengine
Exchange Online implementation
Zoho Mail - Onboarding and configuration
Zoho Books - Onboarding and configuration
Zoho Creator
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Active Visas
US Business Visa - Valid till 2026
Canada Business visa - Valid till 2023
Timeline
Technical Account Manager
Zoho Corporation
2017.02 - Current
Technical Support Engineer
Zoho Corp
2016.02 - 2017.02
Technical Consultant
Wipro
2015.03 - 2016.01
System Administrator
Unicon Solutions
2014.06 - 2015.02
Escalation Lead
CSS Corp
2011.04 - 2013.11
Bachelor of Science - Computer Science
TS Narayanaswami College Of Arts And Science
2008.06 - 2011.05
MCSA: Windows Server 2012 - Certified 2016