Nagendra Jayaram — Technical Advisor

Professional Summary

Seasoned IT professional with 18+ years of experience in enterprise technical support, customer success, and escalation management, including 6+ years at Microsoft. Proven expertise in managing enterprise customer portfolios, driving SaaS service delivery, and ensuring SLA compliance. Skilled in customer health management, NPS/CSAT improvement, and fostering executive relationships to ensure long-term success. Recognized for resolving escalations, developing remediation plans, and enabling cross-functional collaboration across sales, consulting, and product teams. Recently expanded expertise to Microsoft Copilot solutions, integrating AI-driven automation to enhance productivity and customer adoption.

Experience Summary

Owned and managed enterprise customer portfolios as a trusted technical advisor and escalation owner.
Drove end-to-end SaaS service delivery success, balancing customer expectations with delivery outcomes and ensuring SLA compliance.
Led customer escalations — created and executed remediation plans, coordinated cross-functional teams, and ensured closure.
Partnered with Sales, Pre-Sales and Renewals to identify upsell/cross-sell opportunities and deliver change requests.
Conducted QBRs and Executive Service Reviews; tracked SLA, NPS and retention metrics.
Designed and implemented automation solutions (PowerShell, Power Automate, Copilot workflows) to accelerate resolution and improve efficiency.
Mentored and coached support engineers, fostering continuous learning and improved operational readiness.
Directed onshore/offshore teams and acted as SME for Tier 2/3 application support in leadership roles.