Ron Hansra

510-***-**** addub4@r.postjobfree.com

www.linkedin.com/in/gshansra

Drive Business Outcomes Deliver Customer Value Develop Global Teams

●A seasoned technical customer success leader with demonstrated success delivering revenue growth, managing global teams, and providing a superior customer experience.

●A driven director of customer support with proven experience ensuring satisfaction, reducing cost of goods sold, growing the business, reducing churn while maintaining an excellent SLA record.

●A proven product leader with a track record of delivering products in an iterative fashion that are scalable, easy to use, and provide an excellent customer experience. Build and led teams of 25+: Experience in building world class 24x7x365 CS organizations and best in industry support models (TTR, TTC, adherence to SLA, OKRs) Grew annual recurring revenue up to 199% for customer accounts by leveraging customer success processes to proactively offer solutions to issues and executing proof of concepts to expand product usage. KB articles increase by 542% with 37% attachment rate: Introducing KCS methodologies and building KB structured CS organizations by putting coaches and publishers in place to meet quarterly KPIs.. Trained 80% of CSE’s on Openstack & Kubernetes: Defined training programs & certifications for the CSE’s for career growth & development by implementing tier structures & pay grades. Achieved 98% CSAT: Proven track record of achieving world class CSAT scores via all support channels.

Product & Program Management

Cross-Functional Leadership

Change Adoption & Acceleration

Incident Management

Release Management

Customer Success Manager

OKR Implementation

Case Management

Professional Services

24x7x365 Global Support

Account Management

Budget Planning &

Forecasting

GTM & Incentive Planning

Process Optimization

Analytics & Research

Planning

Change Management

Knowledge Base -

Development & Adoption

Metrics Reporting

Cost Management

Pre & Post Sales Support

Coaching & Training

Recruiting & Hiring

Community Adoption

Vendor Management

CUSTOMER SUCCESS LEADER

SELECTED ACHIEVEMENTS

Platform9 Mountain View (CA), Austin (TX), Pune (IN) 2017 - present Director - Technical Support Engineering

Sr. Manager - Technical Support Engineering

2nd member of the Customer Success department that helped grow it to 22+ people including a world class support organization of 14 Cloud Support Engineers with one of the best industry SLA numbers.

● Built the CS & support team from ground up: Created hiring, onboarding, training processes while leading the organization to its 24x7x365 support model by putting emphasis on objectives & key results.

● Played a major role in getting the organization to $10M ARR by working closely within CS, Sales & execs.

● Onboarded customers and managed ongoing relationships to solicit product feedback, conduct business reviews, handle all incidents and escalations, deliver product commitments, and expand product usage.

● Execute staffing & optimal resource planning to provide 24x7 global coverage for all customers, POC’s, sandbox, and free tier offerings on Platform9 Managed solutions for Openstack and Kubernetes.

● Define CS processes which include case & change management, product management, incident management, release management, account management, community adoption & strategic budget planning & forecasting.

● Break down silos in the organization by communicating openly on all things CS with emails on highlights & challenges, `state of support` blogs, conducting training sessions, working cross-functionally, and providing weekly reports on key operations metrics.

● Implementing modern customer success practices using churn scores, NPS and achieving 98% CSAT.

● Developing customer life cycle strategies (onboarding, renewal, expansion, churn) and training the team to drive customer requirements to Product, Engineering, Sales, DevOps, and Support.

● Promote automation, KBs, training as mechanisms to improve customer satisfaction, reduce ticket volume, reduce COGS, and provide excellent customer experience. Mirantis Sunnyvale (CA), Austin (TX), Moscow & Saratov (RU), Kharkiv (UA) 2015-2017 Senior Manager – Support & Technical Operations

Manager - Support & Professional Services

Built the Sunnyvale support team from ground up & inherited the Austin, RU, & UA teams while maintaining a superb SLA record for all things support related along with establishing professional service partners.

● Built and led team of 25+: Built a world class 24x7x365 CS organization and best in industry support models (TTR, TTC, adherence to SLA, OKRs) with teams in different timezones.

● Established professional service partners to grow revenue by offering training classes, custom integration work, and advisory services for new and existing customers.

● Strong leader which focused on strategic hiring, attracting, motivating, retaining and developing people by defined structured processes and performance management of employees which included 1:1 meetings, MBOs, KPIs, OKRs, and quarterly/yearly performance reviews with the direct reports.

● Ownership for all customer incidents & escalations while closing loop on post-mortem’s, RCA’s, product bugs, upstream bugs, and feature requests.

● Develop action plans with the CS and Product teams to address areas of concern identified in customer satisfaction surveys (NPS, CSATs).

● Thrive on working cross-functionally - Customer Success, Sales, DevOps, Marketing, Product, and Engineering teams to continuously improve processes, identify best practices, and better utilize resources. PROFESSIONAL EXPERIENCE

Dell Santa Clara (CA), Round Rock (TX), Chennai (IN) 2012-2015 Team Lead - Enterprise Technical Support

Senior Advisor - Enterprise Technical Support

Hired and trained all of the Chennai support team on Dell-Wyse virtualization products by developing L1, L2, and L3 tiers.

● Manage a 24x7x365 global operations team, supporting high-availability environments across varying platforms and technologies.

● Hired and trained a virtualization L1 team by working in India for an extended amount of time and promoting the US teams to L2 & L3 tiers.

● Built my management reputation by acting as a primary point of contact, customer advocate and trusted partner across the virtualization thin client ecosystem, with a track record of closing post-sales activities for Enterprise accounts.

● Developed growth initiatives & case transition processes for regional teams, collaborating with senior leadership to execute strategic goals to drive business and meet strict SLA’s.

● Recognized for the Dell Superstar Award and the Michael Dell Champions Award by the VP of GSD

(Global Support Development) for leading the Dell Wyse acquisition and the Chennai project of hiring and training.

Flagship Security Services San Jose (CA) 2007-2012 Manager - Technical Support

Systems Administrator

2nd member of the IT department at Flagship. Managed everything support related both internally and externally while managing remote sites.

● Configured and maintained all servers, sites including the design implementation, security, maintenance/ troubleshooting, proactive monitoring & analysis, and documentation of these systems.

● Salesforce administrator - responsible for designing, creating opportunity stages and providing reports and dashboards for executives.

● Managed a team of 4 IT members including all user and network administration support for internal and external customers.

● Deployed monitoring tools on all servers and networking including remote locations for automation alerts. Loancity San Jose (CA) 2004-2007

Software Development Engineer

San Jose State University – Bachelor of Science, Computer Engineering San Jose State University - Minor in Physics and Mathematics EDUCATION

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