Subash chandra

Customer Experience & Relationship Management

Partnered with Product and Engineering teams to implement enhancements based on customer insights.

Addressed and resolved customer complaints effectively, reducing escalations and supporting customer retention.

Oversaw customer account management, ensuring billing and payment records were accurate and up to date.

Leveraged CRM tools to monitor customer interactions and data, improving service quality and responsiveness.

Built and nurtured strong relationships with key clients and stakeholders, driving repeat business and referrals.

Contract Management / Supply Chain Management

Citrix R&D India Pvt. Ltd. – Bengaluru, KA | Sep 2015 – Mar 2024

Managed global customer accounts, ensuring accurate license, asset, and entitlement handling for seamless post-purchase technical support.

Streamlined supply chain processes, including invoicing and overdue balance management, to optimize transaction flow.

Collaborated with Deal Desk and leadership to resolve escalations and deliver exceptional customer service.

Supported global Salesforce contract administration, working with cross-functional teams (Sales, TAM, CSM) to provide optimal technical support.

Developed Salesforce reports and dashboards to deliver real-time insights into customer trends for strategic decision-making.

Citrix ShareFile Support & Revenue Enablement

Handled billing, reactivation, product-related inquiries, cost estimation, pre-sales, and risk analysis.

Oversaw overdue ShareFile balances, ensuring service continuity and collaborating with Renewals and Sales to identify opportunities and reward programs.

Supported the Sales team with quote and opportunity generation for ShareFile renewals, enhancing the customer experience.

Master Data Management (MDM) & Data Integrity

Led end-to-end MDM processes including centralization, organization, categorization, localization, synchronization, and enrichment.

Collaborated with cross-functional teams (Sales, Order Management, etc.) to identify and resolve customer asset data issues.

Partnered with Product teams to ensure accurate asset entitlements and address missing components.

Utilized Power BI to analyze and correct discrepancies in “Last Price Paid” values, improving quoting accuracy.

Managed customer-driven license updates, including merge, consolidation, split, transfer, and split-transfer.

Customer Experience & Relationship Management

Improved customer retention by resolving escalations and implementing insights with Product & Engineering.

Ensured accurate billing/account records and optimized CRM usage for service quality.

Built strong client relationships, driving repeat business and referrals.

Contract Management / Supply Chain Management

Citrix R&D India Pvt. Ltd. – Bengaluru, KA | Sep 2015 – Mar 2024

Managed global accounts, licenses, assets, and entitlements for seamless support.

Streamlined invoicing, overdue balance management, and supply chain processes.

Supported Salesforce contract administration and created dashboards for data-driven decisions.

Citrix ShareFile Support & Revenue Enablement

Handled billing, renewals, pre-sales, and risk analysis for ShareFile.

Managed overdue balances, collaborated with Sales/Renewals, and improved customer experience.

Supported quotes and opportunities to drive renewals and revenue growth.

Master Data Management (MDM) & Data Integrity

Led end-to-end MDM: centralization, synchronization, enrichment, and accuracy.

Resolved asset data issues with Sales/Order Mgmt. and ensured correct entitlements with Product teams.

Used Power BI to identify/correct pricing discrepancies and improve quoting accuracy.

Managed customer license updates (merge, split, transfer, consolidation).

BCA: 06/2015 Dr. C.V. Raman University - Bilaspur PUC: 06/2011 Government PU College - Bengaluru SSLC: 07/2004 SVM English School - Bengaluru