Kartik Rajan

Managed global operations for Samsung Ads across multiple regions while aligning team goals with organizational objectives. Managed global support operations in scaling teams across regions and achieving a 70% reduction in Mean Time to Resolve (MTTR) by designing and implementing support processes, reducing operational costs by 30% and improving service efficiency. Built a high-performing support team from the ground up, achieving a 95% proactive issue detection rate. Developed strategies to scale Product, Engineering & Support operations efficiently. Implemented tools to enhance service delivery, improved efficiency and productivity. Introduced global onboarding and training programs, standardizing support quality across regions. Conducted regular performance reviews, coaching sessions, and Individual Development Plans (IDPs) for team members to ensure growth and alignment with organizational goals. Held full P&L responsibility for Samsung Ads product lines, overseeing budgets exceeding $10M annually and consistently achieving or exceeding profitability targets by 15% year-over-year. Spearheaded the creation and execution of go-to-market (GTM) strategies for multiple products at Samsung Ads, AutoRABIT, Checkmarx, and VKwality, resulting in accelerated product adoption and an average 30% faster time-to-market across launches. Developed GTM frameworks incorporating market research, buyer persona definition, and cross- functional alignment, driving up to 40% higher initial user engagement and revenue growth. Led risk management and program governance initiatives, reducing project delivery risk by 25% and ensuring 100% compliance with internal and external audit requirements. Established risk registers, mitigation plans, and governance frameworks that enabled successful delivery of complex, cross-functional programs. Facilitated all Agile ceremonies (sprint planning, daily stand-ups, retrospectives) and led user story mapping, resulting in 20% improvement in feature delivery speed and a 35% reduction in rework. Successfully outsourced L1 and non-autonomous support tasks to strategic vendors at Samsung Ads and AutoRABIT, reducing internal workload by 40% and achieving annual cost savings of $500K. Negotiated and managed vendor contracts, ensuring SLAs were met and service quality remained above 95%. Achieved a 30% reduction in overall support costs at Samsung Ads through process automation, vendor optimization, and workflow redesign, while maintaining high customer satisfaction.

Directed Product, Engineering, Customer Success, Professional, Enterprise & Support Services functions globally using Salesforce Service Cloud, Zendesk, Github to streamline product and process workflows. Led a global team managing customer support operations, improving customer retention by 50%. Implemented advanced support tools and phone systems to streamline operations and reduce response times. Acted as the first point of contact for escalations, resolving high-impact issues with minimal supervision. Enhanced customer experience through process automation, achieving an 80% improvement in efficiency. Established CSAT and NPS as core KPIs across all support and product teams, driving CSAT scores above 92% and improving NPS by 18 points within 12 months. Recruited, onboarded, and developed top talent to meet growing support demands.

Provided end-to-end Product & Engineering, Feature & Security Consulting Support for enterprise clients while addressing vulnerabilities and automating troubleshooting processes. Provided end-to-end Product Solution Support as well as consulting, addressing vulnerabilities and ensuring high customer satisfaction. Managed key accounts of Checkmarx like GOI, WellFargo, Gov Canada, EMEA gov. Agencies, etc. Automated key troubleshooting processes, reducing manual effort by 35%. Improved SLA compliance by 20% through proactive issue management and refined workflows. Established CSAT and NPS as core KPIs across all support and product teams, driving CSAT scores above 75% and improving NPS by 15 points within 6 months.

Directed Product, Engineering, Customer Success & Support Services functions for product and process development to support SAP ERP, SF and Web applications. Facilitated all Agile ceremonies (sprint planning, daily stand-ups, retrospectives) and led user story mapping, resulting in 20% improvement in feature delivery speed and a 35% reduction in rework.

Planned and reduced the paper usage and food wastage inside company and out.

Product design and development along with support, functional testing, manual testing for Healthcare products and services like Mirth, Rhapsody, LotusNotes. Along with compliances like Hippa, JIE, MU2 & 3, HL7 standards, etc.

Arranged and executed Marathon of CITIUS TECH employees to raise fund and awareness of street kids issues and needs.

Firmware design and development for Netgear products, Handling SOHO Technical Support, Escalations & Team handling, Upsell and Networking.

Technical Support for Linksys by CISCO product, SOHO and enterprise solutions Support, CMS, KMS, Networking and Wifi Tech.