Nikilesh Premkumar's Linkedin Analytics

Experienced in handling various customer facing teams like support, TAM and Customer onboarding. @ Locus missioned to scale up the Technical account management and support organisations, re-engineer various processes across support & TAM to deliver better customer experience, increase adoption and reduce churn. @ RFPIO headed the support organisation focused on building strategies to enhance customer experience. Responsible for driving individuals from Support Level 1, Support Engineering, Technical Account Management and Technical - Professional services up for success. During my stint with Freshworks I was instrumental in expanding support organization from start-up to scale-up phase. Re-engineered various programs(Technical account management & Digital adoption program) in the customer experience organization which maximized revenue and reduced churn. Extraordinarily passionate about operations, customer interactions and the role of business systems in creating insights and scale. SPECIALTIES Enterprise support and Technical account management, Customer support, Customer Success, Churn handling, Implementation services, Product consulting, Enterprise & Mid-Market SaaS Implementations, Change Management, Product Adoption, Program Management, Implementation Methodology, Process Design, Solution Selling, Hiring, Retention & Senior management level Interaction, Designing paid support model