Hevanthika M

Pioneered US Product Support operations as an early team member, delivering technical support across SMB, Mid-Market, and Enterprise clients; resolving 200+ tickets and 150+ live chats monthly while consistently meeting SLA targets and maintaining 100% CSAT across all support interactions. Implemented product solutions for SMB customers (ARR $50K+) as the primary onboarding manager, owning the onboarding lifecycle from kickoff to go-live; driving adoption and accelerating time-to-value to approx 30 days while achieving an average CSAT score of 5/5 across all engagements. Partnered with Product teams to translate customer feedback into actionable insights, directly influencing key feature enhancements and shaping roadmap decisions to improve customer success and business impact. Owned resolution of recurring and critical product issues, collaborating with Engineering to reduce repeat incidents, ensuring timely closure and preserving customer trust for high-value accounts. Championed major process improvements in the Product Support team providing incremental feedback and streamlining workflows, enhancing operational efficiency across functions.

Led global initiatives to enhance Technical Enablement Programs for business partners, strategizing partner growth and effectively scaling Workato’s Partner Network across pre-sales and post-sales. Operationalized and analyzed program capabilities and metrics, deriving valuable insights to drive operational efficiencies; monitored and evaluated important KPIs through the programs. Launched a new Product Workjam to empower partners technically on the latest product features; managed and drove the initiative end-to-end with an estimated pipeline of $464,814 deals accelerated in FY24. Built and implemented playbooks to track progress, improving program performance by approximately 50%. Assisted with product support and demonstrated demos on the platform for partners and customers. Helmed Instructor-led Training, delivering flagship courses and training customers globally on the product (certified 400+ individuals) developing Workato’s education programs and helping drive business outcomes.

Led an initiative to launch Electronic Proof of Delivery, improving Inbound Supply Chain operations and optimizing business needs for Amazon’s Service Provider Network to reduce missing-from-inbound disputes. Streamlined program workflow from early scope to final delivery and drove process improvements covering 70% of network inbounds of the Service Provider Network via 3P logistics carriers. Sourced the data and performed extensive data analysis, reducing defects in data, and developed a mechanism to track compliance of metrics with an estimated impact of 54MM INR. Ideated and launched a community-building initiative across the organization consisting of 500+ employees and drove the initiative proactively through engagement activities. Spearheaded an initiative to resolve a defect in the system by performing root cause analysis and drove it to closure, preserving vendor and seller experience across the network. Led office hours, organized multiple stakeholder connects, and facilitated inbound execution during Peak.