Priyesh Kumar Singh Director of Support,Salesforce Partner Application at

Leader Of Tech Support and Implementation Delivery

Expedite Commerce

Nov 2024 - Dec 2025 (1 year 2 months)

Reporting to the Chief Customer Officer (CCO).Customer Value & Retention: Achieved 100% account retention rate (0% churn) for managed accounts. Increased Monthly Recurring Revenue (MRR) from $10K to $18K (80% growth).Customer Satisfaction: Improved Support Customer Satisfaction (CSAT) score from 4.3 (Q1) to 4.7 (Q3). Raised Bi-Quarterly NPS score from 7 (Q1) to 8.5 (Q3).Platform Implementation: Implemented Salesforce Service Cloud from the ground up. Utilized Salesforce KCS principles for both internal and external knowledge sharing.Operational Excellence: Established comprehensive Policies and Documentation SOPs and Escalation Management. Introduced and ensured 100% adherence to key KPIs and SLAs and defined Process.Technology Integration:

Senior Manager Technical Support

HighLevel

Sep 2023 - Oct 2024 (1 year 2 months)

Reporting to Associate Director of SupportProgram Scaling & Revenue Growth: Led and built the Enterprise Premium Support team from the ground up. Scaled the program from a 10-customer pilot to 70 new customers within 7 months. Grew Premium Support revenue from $3K to $20K in 7 months (567% increase). Built a profitable premium support team from scratch.Team Performance: Boosted team productivity to 110% with a high 4.6 CSAT out of 5 through performance management and quality reviews. Provided strong leadership to enhance team productivity and morale.Operational Management: Implemented and developed operational standards, policies and procedures. Handled L1,L2 and L3 Support Employees. Reduced costs, optimized resource allocation, and improv

Manager, Technical Engineering

Salesforce

Oct 2018 - May 2023 (4 years 8 months)

Reporting to Senior Manager of Technical Support Engineering.Operational Efficiency & Quality: Ensured the team and individuals consistently met 100% productivity and maintained a Mean Time to Resolve (MTR) below 7 days with a CSAT greater than 4.5/5.Escalation Management: Successfully managed escalations, maintaining a rate of less than 7% for the entire duration.Team Management & Motivation: Made sure KPIs were met for every individual in the team. Managed and motivated employees to be productive and engaged in work. Conducted team outing and motivation activities.Social Responsibility: Was an active member of Giving back to Society and was awarded for the same.Performance & Service: Maximized performance by monitoring daily activities an

Senior System Engineer (Module Lead)

Infosys Technologies

Dec 2015 - Sep 2018 (2 years 10 months)

Development and Architecture: Designed, developed, and deployed custom Salesforce functionalities using Apex, Visualforce, and configuration, serving as the Senior Salesforce Developer for key client engagements.Project & Team Leadership: Led a development module, managing large-scale Salesforce projects, and ensuring timely completion within budgetary constraints while maintaining quality standards.System Optimization: Reduced downtime for critical Salesforce systems by proactively identifying and resolving code-level issues, and implementing preventative maintenance strategies.Mentorship: I mentored junior Salesforce engineers on Apex best practices and code quality, fostering a culture of continuous learning and professional growth withi

Priyesh Kumar Singh

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