Kamlesh Merugu

Strategic Technical Account Manager | Cloud Native & Automation Specialist

merugukamlesh@gmail.com Hyderabad, India

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 maximize client value and adoption. AWS Certified Cloud Practitioner and Kubernetes & Cloud-Native Associate with deep expertise in automation, integrations, and cloud-native solutions. Recognized for reducing operational costs by 30% through workflow automation, accelerating resolution times by 20% via advanced log analysis, and consistently maintaining 95%+ customer satisfaction across enterprise portfolios.

Professional Experience

Technical Account Manager

Freshworks | 2021 - 2024 | Hyderabad

  • Partner 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 that guided 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 scores

Technical Support Specialist

Reputation.com | 2020 - 2021 | 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 by delivering insights from operational data, ensuring improved customer adoption and faster issue resolution

Technical Support Professional

Sitel India Private Limited | 2018 - 2020 | 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, increasing team productivity

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

Education

Masters in Business Administration (Marketing)

Aurora’s PG College | 2024 - Present | Hyderabad

Currently pursuing MBA with focus on Marketing

Certifications

  • AWS Certified Cloud Practitioner - Amazon Web Services
  • Kubernetes and Cloud Native Associate - Cloud Native Computing Foundation

Additional Information

References available upon request