Shailendra Nayak

Accomplished Technical Account Manager, with over 14+ years of experience across a
a diverse range of product principles, expertise in driving tech activities, takes a proactive
approach to ensure infrastructure & service availability identifies sales opportunities,
ensures SLA adherence & exceeds customer satisfaction.

Account Management: Managing strategic Client Merchants/Partners relationships,
ensuring that NPS and CSAT are exceeded for hassle-free renewal.
● Trusted Advisor: Conduct business reviews to highlight trends, operation efficiencies,
and account health
● Operational governance: Share issue updates, action plans, product alerts, new KB
articles, best practices, bug/known issues, operational reports, and track projects.
Identify usage patterns based on the client's Infra to make sure that they are using the
solution with optimal configurations as per best practices guidelines to reduce ticket
volume and technical issues
● Customer Success: Work closely with Account, Sales, and Solution Engineering on
positioning new use cases on WhatsApp Payments and Cloud API services, and
managing a pipeline of future potential client upgrades.
● Escalation Management: Actively managing escalations to ensure issue prioritization,
cross-functional cooperation, and quality resolution on the client's behalf.
Additionally, keeps clients informed about root cause/ticket analysis for high-severity
issues and best practices for better client experience.
● Drive Adoption: Facilitate technical sessions/webinars to bridge the knowledge gap of
product features, share roadmaps, and help overcome adoption blockers and respond
to ad hoc, light-touch technical questions
● Clients Vision: Actively solicit Client’s feedback on products and features, and share
insights with the Product and Engineering teams.
● Project Management: Developing and presenting strategic business proposals to
internal and external teams, leading projects, such as migration, new use case
implementations, and managing team blockers through communication and
collaboration with multiple stakeholders involving teams across time zones and
geographical boundaries.
● Campaign Management: Providing client integration for trading marketing messages
via WhatsApp api, Instagram, and ctwa for the finance portfolio for clients in the
Finance and Banking industry, such as HDFC Securities, ICICI Bank, Exodus, and UBS

Master of Technology: Software Systems (MTech.) March 2016
Birla Institute of Technology and Science, Pilani
Bachelor of Engineering: Electronics (B.E.) August 2008
Pillai’s Institute of Information Technology, Mumbai University

Cross-platform:
WhatsApp Business API,
WhatsApp Payment API
Integration
Cloud Computing:
OpenStack, AWS, Azure, and
VMware VMC on AWS
Virtualization:
VMware vSphere, Kubernetes, and
Containers
Datacenter:
HPE SimpliVity, Cisco UCS B/C
series, and Nutanix
Network and Security:
NSX-T, Juniper vMX, PaloAlto VM
series FW, Cisco Nexus
Analytical tools:
Tableau, Salesforce, SAP-BI, and
Gainsight