Kamlesh Merugu
Strategic Technical Account Manager · Cloud Native & Automation
Profile
Strategic Technical Account Manager with 7 years of experience driving customer success, enterprise consulting, and ITSM automation. Adept at aligning technology with business objectives to maximise client value and adoption. AWS Certified Cloud Practitioner and Kubernetes & Cloud-Native Associate with deep expertise in automation, integrations, and cloud-native solutions. Recognised for reducing operational costs by 30%, accelerating resolution times by 20%, and consistently maintaining 95%+ customer satisfaction.
Experience
Technical Account Manager
Freshworks · Hyderabad
- › Partnered with enterprise clients to design and implement automation workflows in Freshservice, integrating APIs and third-party tools to streamline ITSM operations
- › Created solution blueprints and architecture diagrams guiding clients in automation strategies, increasing product adoption and renewal likelihood
- › Collaborated with cross-functional teams to align customer requirements with scalable technical solutions, improving workflow efficiency by 30%
- › Diagnosed and resolved complex issues using Haystack logs and SQL, reducing average resolution time by 20% and boosting customer satisfaction
Technical Support Specialist
Reputation.com · Hyderabad
- › Built dashboards and monitoring tools using BigQuery, MongoDB, and Data Studio to reduce ticket volume by 30%
- › Leveraged SUMO Logic for root-cause analysis, cutting average resolution time by 20% and improving system reliability
- › Acted as a trusted advisor for enterprise customers delivering insights from operational data
Technical Support Professional
Sitel India Private Limited · Hyderabad
- › Delivered technical support for 70+ end-users weekly, resolving escalated issues across software, hardware, and networks
- › Built a knowledge base that streamlined support processes and reduced average resolution times
Skills
Cloud & DevOps
AWS, Docker, Kubernetes, Git
Programming & Databases
JavaScript, SQL, MongoDB
Automation & Integration
REST APIs, Webhooks, Freshservice Workflows, n8n, Workato
CRM & ITSM
Salesforce, Microsoft Dynamics 365, Freshservice
Monitoring & Logs
SUMO Logic, Haystack Logs, Data Studio
Certifications
AWS Certified Cloud Practitioner
Amazon Web Services
Kubernetes and Cloud Native Associate
Cloud Native Computing Foundation
Education
Masters in Business Administration (Marketing)
Aurora's PG College · Hyderabad