Akanksha Shukla

• Informed customers of promotions to increase sales productivity and volume.
• Developed and maintained strong working relationships with professionals within assigned territory.
• Kept detailed records of daily activities through online customer database.
• Consulted with businesses to supply accurate product and service information.
• Attended monthly sales meetings and quarterly sales trainings.
• Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
• Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
• Contributed to team objectives in fast-paced environment.
• Contributed to event marketing, sales and brand promotion.

· Managing APAC and SEAKI region with focus on customer onboarding, retention, achieving business objectives and ensuring success through regular engagement.

· Be trusted advocate for our customers and work as extended team member for them within CSG.

· Worked on strategic accounts across India to ensure good customer experience delivered to customer from onboarding to support.

· Have worked closely with Sales teams to help transition account from Pre-sales to Customer Success Management program and identify evolving opportunities.

· Renewal forecasting and arranging meeting with respective team to find out potential churns and work towards those to retain those customers.

· Educating and helping partners with adoption and customer retention as well.

· Collaborating with Product Management and engineering team based. on customer feedback and discussions of roadmaps.

· Helping new team members with mentoring.

· Attended Sales QBR to understand challenges with cross team functioning and helped finding new opportunities to work upon.

Resolved conflicts between customer & organization's team and negotiate on mutually beneficial agreements.

· Handling ANZ and India market customers for onboarding & adoption.

· Ensuring quick & hassle-free onboarding of users and maximum utilisation of the existing subscription through cross-functional coordination.

· Maintained deep understanding of service and speak with customers about most relevant features/functionality for their specific business needs.

· Proactively identify risks to customer achieving their stated business goals and work with product team to influence roadmap to build risk mitigation plan.

· Manage assigned customers and serve as first line of contact, post-sales and in production driving overall account health scores.

Also have Worked parallel with technical team during demo delivery or technical discussions

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Delivered Tier-2 support and SME input to internal team and external customers.
• Worked directly with NetScaler customers in rollout and post-rollout stages to train and support new applications and systems.
• Was getting assigned to critical customer's support cases with strict SLAs.
• Helping new team member and mentoring them on live troubleshooting calls.

• ·Configuring, troubleshooting and inferring logs and queries/issues related to Citrix Products like ADC, WAF, Gateway,MAS, and other features like GSLB, HA, DHCP.
• Handful of experience in Authentication modules, DNS, multi-tenancy platforms, free bsd ,TCP/IP, SSL module, policy configuration,
• Troubleshooting certificates & secure compliant application traffic.
• Operational understanding of authentication protocols.
• Contributing towards enhancing knowledge base for engineers and customers.

• Responsible for basic and advanced deployment, configuration and troubleshooting of Sophos UTMs.
• Working on modules such as, Web Protection, Web Server protection,
• Application Filtering, Intrusion Prevention, Firewall and QoS management.
• ·Providing technical resolution to North America, Europe and
• UK region end customers and partners on Network & Security Appliances.
• Network and security related issue with concern of Sophos UTM in order to enhance their network optimization.

• Configuration and Implementation Juniper Screen OS on SSG devices for Corporate and Enterprise customers.
• Interacted with customers for giving solution to network and security issues over calls and emails.
• Simulated scenarios in LAB for research and troubleshooting purpose.
• Advanced TCP/IP troubleshooting using wireshark and snoop packet capture.
• Assisted customers during critical outages and migration activities ensuring customer satisfaction.
• Proper documentation related to each activity in every case while took ownership of cases.