Vijaya Vardhan Panthagani

PowerSchool

Senior Director - Technical Support

Technical Support Site Leader for a 200+ team of technical support staff. Direct span of 3 senior managers and 2 Associate Directors. Indirect span of 15 managers. 

Accountable for technical support delivery, quality and customer experience for NA, EMEA and APAC regions from Bangalore site. Responsible for developing and growing India COE in partnership with India Site Leadership Team.

Director - Technical Support

SaaS Labs

As the head of our global customer support operation, I oversee a team of 40 engineers, 3 team leaders, and 2 managers responsible for customer support across the globe.

EFFICIENCY: 
• Implemented automated conversation snoozing, resulting in a 30% reduction in first response time and a 40% improvement in subsequent response times.
• Introduced response automation through an AI bot (FIN), with AI participating in 30% of chat conversations and achieving a 20% answer resolution rate.
• Streamlined our training plan, reducing the go-live time by 50% through live training sessions and a phased approach to handling initial customer chats.

SERVICE GROWTH:
• Introduced 4 support offerings aligned with our pricing packages, spanning both chat and email channels
• Implemented weekend US shift support for 10 DLC returning and new customers, as well as our priority customers.

SERVICE ENHANCEMENT:
• Significantly improved the refund and cancellation flow, resulting in a more than 50% reduction in refund approval time.
• Enhanced the SDR process, achieving a 30% reduction in response times for 70% of our lead volume.
• Improved help articles, leading to a 23% case deflection and a subsequent improvement in support capacity.

CUSTOMER EXPERIENCE:
• Expedited customer issue, feature, and bug prioritization by 30% through a monthly Voice of Customer (VOC) report shared with the global leadership team.
• Developed and executed a Customer Support and Customer Success handoff process, leading to a 30% improvement in ticket response times and positively impacting customer retention.

PEOPLE GROWTH:
• Implemented a consistent performance and promotion criteria in partnership with the HR team, mitigating the perception of unfairness and appropriately rewarding top performers.
• Invested in technical upskilling of L1 engineers and cultivated a 6-member L2 team through a dedicated technical trainer and a 3-member lean QA team.

Director - Customer Support

Atlassian

Responsible for technical support delivery, escalation management, customer experience for our Select and Priority customers. Operations and people growth for a 14 member team of senior technical support engineers supporting our Confluence suite of products.  

Over the last 2 years, while being 100% remote,

•	Built trust with my team through regular team bonding, right feedback, removing roadblocks and being an enabler.

•	Drove team success in technical specialization moving the needle from 10% to 70% while onboarding 5 new hires in the last 2 quarters

•	Stabilized the Confluence Select team across 
  - Customer orientation (improved NPS & CSAT by 27%)
	- Internal process/tools adoption (improved by 36%)

•	Leading the hiring effort for FY22 (Jul - Jun 2022) and achieved 100% senior engineer hire calls over the last 3 quarters 
 - Enabled trust and collaboration between a 6 member Talent Acquisition team, 9 peers, 4 senior management execs and 20+ senior tech interviewers  across BLR and Amsterdam
 - Defined strategy and execution. Solved for volume forecast, operational code red situation and a sub-optimal candidate pipeline

•	Leading the weekend staffing planning and execution for EMEA region during FY21 AND FY22
 - Enabled trust and collaboration between 30 senior support engineers, 4 peers and 2 senior management execs across BLR and Amsterdam
 - Defined strategy and execution. Solved for for volume forecast, regional holidays, technology upskilling and weekend compensation policies across BLR and Amsterdam.

Enterprise Support Manager

Citrix

Responsible for technical support delivery, critical escalation management and customer experience for our Priority and Priority Plus customer program. Operations and people management of a 15 member team of senior technical specialists supporting our Virtual Apps Desktops and Citrix Cloud suite of products. 

Actively engaged in support improvement programs with global stakeholders (TRMs, Account managers and Customer Success Managers) to improve our priority customer experience:

•	Reduced Average speed of answer on the call queues by 60%
•	Cross-skilled 80% of the engineers on 70% of VAD products and 100% of Cloud technologies
•	Expanded the team by 25% to accommodate the tech support for growing priority customer base @ 20% Q-on-Q
•	Executed a Rewards & Recognition program to improve priority engineer experience and retention

Senior Manager, Priority Support Program - Virtual Apps and Desktops

Responsible for technical support delivery, escalation management and people management of a 15 member senior technical specialist team for our Virtual Apps and Desktops products.  Maintained a superior customer experience with an NPS >=75.

Technical Support Manager III

Responsible for technical support delivery, operations and people management  of an 18 member team of technical experts supporting the XenServer suite of products at Citrix. Additionally, I spearheaded the below initiatives as part of my role:

•	Net Promoter Score improvement initiative which resulted in NPS moving up from 60 to 65 within 6 months.
•	Advanced Customer handling skills interventions that reduced voice-based customer escalations by 40%

Technical Support Manager II (XenServer)

Talisma

Transforming Customer Experience to over 300 Higher Education Enterprise Customers globally, in the current role as off-shore program manager of a cost center. Leadership role in scaling up release management program to 24x7. Revenue generated from the off-shore cost center - US $ 200,000 per year. Additionally, built and managing a 24x7 technical support team, to cater to Middle East and Africa geographies.

Senior Technical Support Manager - Release Management

In this role, I managed release management delivery to 300 premier US customers across all US timezones with a team of 12 technical experts.I developed skill-gap analysis for all resources and charted a proactive technical training program in-line with new technologies in the future product versions – reduced customer escalations by 50% post new product version releases.

Technical Support Manager - Release Management

In this program, I managed a profit center having 16 premium customers having one technical Talisma on-site support consultant/expert onsite, per customer, pan India.  All the remote on-site support experts were full -time employees of Talisma reporting to me. The size of the business was INR 2 crores per year. I was responsible for customer contract renewal, annually. I also managed AMC renewals of Bangalore region customers having standard support contracts, as an additional responsibility. Achieved 100% AMC renewals. Used innovative cost savings techniques to achieve 50% profit margin.

Technical Support Manager - Expert Services

Managing Customer Experience to over 100 Talisma CRM Customers in APAC & Europe region. Responsible for 24x7 product support delivery with a team of 15 technical support experts.Additionally, planned and managed delivery of two Talisma CRM upgrade projects & one server migration project with existing resources. Overall, revenue to company was INR 10 lakhs.

Technical Support Manager - Product Support

I was the Technical Escalation SPOC for a profit center (Expert Services) having around 16 premium customers across India. Quarterly travel to customer locations to review resource/system performance with customer IT/BU heads.I also assisted with finalizing Expert Services annual support contracts for existing and new customers. Additionally, I anticipated and converted a customer’s reporting business requirement into an SOW worth USD $ 10,000 and managed delivery with an existing resource – zero additional cost to company.

Technical Lead - Expert Services

Managed a USD $30,000 SQL Server reporting services project for a marquee customer of Campus Management - Career Ed Corporation, Chicago, IL. I traveled to customer location in US for requirement gathering and project planning for 4 weeks. In a short period of 2 weeks, I formed and trained a 3 member off-shore team (including myself) to meet customer's business requirements.

Technical Lead - Reporting Services

I led a team of support escalation engineers to provide solutions for high priority product bugs and Support escalations via the Sustain Engineering Program. I influenced customer oriented decisions by liaising between Support and Development as a customer advocate.

Technical Lead - Sustain Engineering

I provided Premier Application Support and was SPOC (Single Point of Contact) for Talisma CRM implementation at Microsoft. I managed a complex Talisma application installation of 10 database servers (SQL cluster), 6 IIS servers (cluster), 4 Application servers (cluster) and 20 Windows 2003 terminal servers. Provided technical mentoring and process-orientation for a team of 5 support engineers based out of Bangalore, India.

Senior Technical Support Engineer

My job was to troubleshoot and resolve Talisma product technical support cases and ensuring high customer satisfaction rates. I also did process-orientation and technical mentoring for L1 support engineers.

Technical Support Engineer

My job was to write and execute test cases for the assigned modules in the Talisma product. I was the Feature Owner for Talisma CRM Sales Module and Offline Client. I researched on the Higher Education vertical and submitted a case study on implementing Talisma CRM in a University based setup.

Software Test Engineer

National Informatics Center

This was my first internship-cum-job straight out of college. First experience with a real time programming language and databases. Developed & supported a module in VB 6.0 and Oracle 8i as part of the Land Records Management Information System maintained by the Govt of AP. The cool thing about this project was I used language API's to be able to show the front end UI for my module in TELUGU (local language).

Software Engineer

I help managers demolish self doubt, get clarity and become promotable | Transformational Leadership Coach | Technical Support Leader

Over the last 20 years, I've built and scaled technical support teams ranging from 10 to 200+ staff across both Fortune 500 companies and startups. My speciality lies in setting vision and following it up with ruthless execution to achieve people and business outcomes. I prioritize progress over perfection and problem solving over innovation. I believe perfection and innovation are achieved through relentless focus on moving forward.

Director of Customer Support

Busy building the best customer service team on the planet. Hit me up if you are passionate about elevating customer experience through employee experience. I promise you won't regret the time spent :-)

Dave Kline

Become the Leader You’d Follow | Founder @ MGMT | Coach | Advisor | Speaker | Trusted by 250K+ leaders.

Hey, I’m Dave Kline.

I teach leaders how to build All-Star teams and level up their careers.

After decades of leading in pretty intense environments, from Bridgewater Associates to Moody’s Analytics, I know what it takes to be the manager your team remembers (for the right reasons).

Why I can help you is simple:

I’ve been through it.

And to prove it, here’s my background (by the numbers) ⤵️

2: Decades leading high-impact teams in asset management (Bridgewater), consulting (PwC), & financial services (Moody’s Analytics).

4: Years as an entrepreneur. My portfolio includes Skillscouter (an online course & career site), and MGMT Accelerator (a cohort-based management training course).

14: Cohorts of early-career leaders that I’ve taught at multiple companies.

100: Managers I recruited, onboarded & mentored at Bridgewater Associates.

1,000: Performance evaluations with grace and respect for stars and terminations alike.

205,000+: My community across LinkedIn & Twitter interested in management tactics & leadership lessons

385,000,000: My team’s top revenue year at Moody’s.

Now that we’ve covered the why, here’s the how:

- The MGMT Accelerator – an intensive management training course for both new and senior leaders
- MGMT Fundamentals – a course that covers all the need-to-know management basics for rookie leaders
- The MGMT Playbook – a weekly newsletter that gives practical management insights

Through our MGMT courses, my wife Marsden and I have played the assist with over 1,100 leaders so far, who’ve now learned how to:

- Practically tackle the most common leadership challenges
- Build their Management OS’s CODE (Coach, Operate, Delegate, Engage)
- Refine their individual leadership Decision-Making System

With our 30+ years of combined experience, you won’t just get our knowledge.

You’ll get to ask us questions directly and get access to coaching that’s more tailored to your own experience.

We always say – if we could do it like a dinner party, we would.

If you’re interested in leadership advice (that doesn’t just sound nice but actually works), drop me a follow – I post daily.

And if you like what you see, our MGMT courses could be just what you need to level up.

DM me if you’re interested.

Co-Founder

We created the MGMT Accelerator to help managers rapidly develop into trusted leaders by combining the art & science of management. 

This 4-week program consistents of eight 90-minute modules where I share the tactics I learned leading high-performing teams for 25 years. During each session, we tailor those insights together to build your personalized management system together. 

You'll learn alongside ~50 peers and become part of an expert community of more than 300 alums.

9 Signs Your Team Might Be Toxic

(And it's costing you more than you think)

No team is perfect.

But there's a critical difference between:
Temporary Discomfort and Permanent Dysfunction.

The ❌'s reveal the hidden damage.
The ✅'s show you what excellence looks like.

The more signs you recognize,
The faster you need to move.

Good People Leave
❌ Your best talent quits, replaced by whoever applies
✅ A-players recruit and develop other A-players

Mediocre People Stay
❌ Average becomes the accepted norm
✅ Excellence is supplied, recognized, and multiplied

Conflict Never Gets Fully Resolved
❌ Tension builds privately until it erupts publicly
✅ Problems are surfaced, discussed, and solved

The War Inside Our Walls
❌ Departments compete instead of collaborating
✅ Everyone focuses on beating external competition

Decisions Get Made and Unmade
❌ Choices get revisited endlessly, killing momentum
✅ Decisions are made, with clear owners and follow-through

Questions Are Met With Silence
❌ Information is hoarded for leverage and protection
✅ Knowledge is shared openly to strengthen everyone

Feedback is Nonexistent
❌ People guess at their performance without clarity
✅ Consistent, direct feedback accelerates growth

Tomorrow Never Comes
❌ Promises are made but never kept
✅ Commitments today become results tomorrow

Success Is Accidental
❌ Wins are downplayed, high standards feel threatening
✅ Success is analyzed, replicated, and built into systems

The opposite of a toxic environment is a high-performing one. 

Building one requires:  
✅ the right people, 
✅ the right systems, 
✅ and the right leader. 

Our MGMT Accelerator will help you become one faster. 

Learn more: https://lnkd.in/eFwuqzh3

See why 1,400+ leaders said it was worth 25x what they paid.

Remember:
If you're quietly tolerating a toxic team,
You're slowly becoming part of the problem.

You either shape your environment or it shapes you.
Choose to be the catalyst, not the casualty.

♻️ Please repost to help others.
✅ And follow Dave Kline for more.

9 Signs You Might Have a Toxic Team

One choice hurts more managers than any other:

The 'More People' Paradox.

Here's what it is and how to avoid it...

Most teams fall into this pattern:

❌ Problem →
❌ Add People →
❌ More Complexity →
❌ Bigger Problems →
❌ Add Even More People

In an effort to add capacity,
They drown themselves in complexity.

Here's the trap: 

Capacity grows linearly. 
Complexity grows exponentially. 

High-performing teams know this. 
They choose a different path: 

❌ Problem →
✅ Diagnose →
✅ Delete, Simplify, or Automate →
✅ Refocus & Execute →
✅ Scale

Why does this order change things? 
Pruning is required for healthy growth.

They fix the model to scale. 
They don't hope scale fixes the model. 

Ask these 3 questions before you hire:

1️⃣ What could we stop doing?
• Nice-to-have projects
• Low-impact meetings
• Redundant reports

2️⃣ What are we overcomplicating?
• Communication channels
• Project workflows
• Decision making

3️⃣ What are we avoiding?
• Technology improvements
• Difficult conversations
• Priority decisions

BONUS: What could AI handle?
• Document processing
• Standard responses
• Data aggregation
• Routine analysis

✅ Remember:
Our optimal path to greater success...
Doing half as much, twice as well.

If this post resonated with you...
🔔 Follow Dave Kline for more
♻️ Share to help others go big by thinking small

PS - We have another free AI-Enhanced Leader workshop coming up. 
"Build Your AI-Powered Leadership Coach in 30 Minutes"
Join 352 leaders already signed up: https://lnkd.in/guyyAMdN

Managing up doesn't require sucking up.

If you know how to do it right.

Managing up isn't about:
• Power
• Politics
• Persuasion

It's about building a relationship with your boss.
And making them successful while you do it.

And that starts by knowing who your manager is.

Here are 3 common manager archetypes
(and how to speak their language):

The Relentless Micromanager
• Needs to control every detail
• Constantly checks in for updates
• Language: High-velocity details before they ask

The Volatile Visionary
• Focuses on big ideas and long-term goals
• Everything is extreme: failure or excellence
• Language: Contrarian insights tied to their vision

The Disconnected Diva
• Out of touch with day-to-day operations
• Doesn't understand frontline challenges
• Language: Repeatable stories that connect dots

Once you know who you're talking to,
You can apply a range of practical tactics. 

The carousel below has one proven tactic
To overcome 10 common objections to managing up.

Swipe through and give one a try.

Make your boss's goals your goals, and three things happen:
• You get more support for your team
• You get more opportunities for growth
• You get more autonomy in your decisions

This isn't politics. 
This is partnership.

Want help applying this skill?

Join MGMT Fundamentals starting next Tuesday.

"Managing Up" is one of the 6 core skills we teach.

• One hour a day over two weeks.
• Critical Skills + Proven Systems. 
• Group coaching to unlock your challenge.

Enrollment closes in 3 days: https://lnkd.in/ewTRApB5

Join 33 leaders looking to level up.

♻️ Share this to help a new manager.

🔔 Follow Dave Kline for more leadership insights.

How to Manage Up (and get what you deserve)

Most new managers fail (nearly 60%). 

Not because they aren't capable. 

It's because they focus on the wrong things. 

Here's what I wish someone had told me:

1. Define a Clear Mission

Average teams execute tasks.
High-performing teams drive outcomes.

Your team needs to know:
• Why their work matters
• How it impacts the company
• What winning looks like

Test: Can each person explain the mission in one sentence?

2. Hire Slowly, Fire Fast

High performers want to work with high performers.

Never compromise on:
• Proven ability to deliver
• Self-direction and ownership
• Character over credentials

One A-player is worth three B-players.
One C-player destroys team standards.

3. Give Earned Autonomy

Top talent doesn't need micromanagement.

Define the outcome, not the process.

Let them:
• Set their schedule
• Choose their methods
• Make meaningful decisions

Your job: Remove obstacles, not create them.

4. Protect Their Time

Meetings are overhead, not output.

Only meet to:
• Align on priorities
• Solve blocking problems
• Make decisions

Default to async communication.
Protect their time to create value.

5. Kill Bureaucracy

High performers hate administrative waste.

Cut ruthlessly:
• Unnecessary approvals
• Redundant reporting
• Meeting theater

Ask: "Does this help us win or just look busy?"

6. Guard Their Focus

Concentration beats distraction.

Say no to:
• Random committees
• Shiny object syndrome
• Everything that's not the main thing

The best teams do half as much twice as well.

7. Track Outcomes, Not Activities

Set clear expectations.
Measure results, not hours.

Focus on:
• Results delivered
• Quality standards met
• Timeline commitments kept

Outputs matter more than inputs.

8. Remove Friction Daily

High performers solve problems relentlessly.

Will it be customer problems?
Or the ones you create?

Daily question: "What's slowing my team down?"

Then fix it immediately.

New managers succeed when talented people have:
• Clear direction
• High autonomy
• Zero friction

Want to start strong as a manager?

Get the training 85% of managers never receive.

MGMT Fundamentals starts January 27th.
10 hours over two weeks. The 80/20 skills and systems to lead effectively.

Learn more: https://lnkd.in/ewTRApB5

85% of managers get reimbursed by their company. Just ask.
Bonus: Bring a colleague and you both save 20%.

Come learn how to become a leader you'd follow.

♻️ Share this to help a new manager.

🔔 Follow Dave Kline for more practical management insights.

 Quick Tips for New Managers

Success isn't determined by what you know.

It's determined by how fast you move.

And how quickly you adjust based on what you learn.

But before every action, there's a decision.
And before every decision, there's indecision. 

Those who win work from data: 
• Data from experience. 
• Data from customers. 
• Data from doing.

And they know: 

The faster you decide, the faster you learn.

Here are 7 simple tips to make better decisions:

Empty Your Mind
• Write down every swirling thought
• Focus only on your top 3 factors

Flip a Coin
• Not for the result, but for your reaction
• Your gut reveals the right answer

Find a Partner
• Direct partner shares the journey with you
• Trusted advisor shows the path ahead of you

Sell Then Build
• Get one real customer to pay first
• Let revenue validate your next step

Price Your Indecision
• Calculate what waiting costs you
• Compare it to the cost of choosing wrong

Only Commit to Today
• Skip the 10-year questions
• Answer one question today

Burn the Ships
• Make a call you can't reverse
• This meeting ends with a decision

Remember:

The faster you decide, the sooner you learn.

Indecision only creates one thing: anxiety.

Stop waiting for clarity.
Start creating it.

You can almost always go back.
But not without moving forward first.

Helpful?

✅ Follow Dave Kline for more.

♻️ Share to help others get unstuck.

7 Simple Ways to Make Better Decisions 

Everyone wants accountability.

No one wants to be held accountable.

This guide makes accountability the default mode.

Accountability is not something you do.
It's the outcome of doing things the right way.

Most leaders think accountability is about confrontation:
• Creating consequences for failure
• Calling people out in meetings
• Tracking every detail

That's not accountability.
That's micromanagement.

Real accountability happens when your people want to win. 
And your systems make it hard to fail.

Here are the 5 systems that make accountability automatic:

1. Crystal Clear Outcomes
Define success before you start. Vague goals create average results. Specific targets create clear accountability.

2. Visible Progress Tracking
Make progress public. When everyone can see the scoreboard, people naturally step up their game.

3. Regular Check-In Rhythms
Weekly reviews, not quarterly surprises. Frequent small course corrections beat big dramatic overhauls.

4. Ownership Assignment
One person owns each outcome. Shared ownership means no one is responsible.

5. Outcome Clarity
Know what happens when you hit the target and what happens when you miss. No surprises, no excuses.

The result?

Teams that hold themselves accountable.
Leaders who coach instead of complain.
Results that speak for themselves.

What's your biggest accountability challenge?

Getting people to own their results?
Having the hard conversations?
Making progress visible?

Steal my step-by-step playbook from the carousel below 👇

And make Mutual Accountability your team's default mode.

And if you found this playbook helpful: 

♻️ Share to help others build success through accountability
🔔 Follow Dave Kline & Marsden Kline for more leadership systems

PS - We've got our first free Lightning Lesson for 2026 on Thursday. 
"AI-Powered Planning: Get Buy-In, Stay Agile, and Win 2026"
Sign up here: https://lnkd.in/gGGcRKMp

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The Battle

Vijaya Vardhan Panthagani

Dave Kline

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The Battle

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Dave Kline

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Posts

Engagements

Likes

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