Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Namrata Pathak

Customer Operations Manager
Dublin

Summary

Results-driven Customer Operations Manager with 10+ years of overall experience and 6+ years at SolarWinds, managing a team of Project Managers while overseeing cross-functional initiatives across Support, Customer Success, and Customer Experience. Proven track record in timely project delivery, strategic process improvements, and team development. Expert in stakeholder management, Agile methodologies, and driving measurable business impact through innovative solutions and operational excellence.

Overview

10
10
years of professional experience
3
3
Certifications

Work History

Manager-Customer Operations

SolarWinds
04.2025 - Current
  • Strategic Leadership: Launched quarterly highlights showcasing PMO achievements across all departments, proactively identifying improvement opportunities to drive organizational impact and cross-departmental visibility
  • Team Development: Mentored 4 Project Managers through complete project lifecycles, implementing personalized coaching that enabled independent project management and consistent performance improvements
  • Operational Excellence: Delivered 100% on-time project completion while leading Helpdesk operations and implementing delegation strategies to minimize business disruption risks
  • Stakeholder Management: Established bi-weekly stakeholder syncs and applied 1-3-1 policy (issue-solution-reasoning) for efficient decision-making with senior leadership
  • Process Innovation: Enhanced SharePoint collaboration, streamlined Jira management, and successfully adapted team operations to new IT PMO processes while maintaining productivity
  • High-Impact Delivery: Led Einstein Case Classification extension, Customer Insights migration to Gainsight Timeline, and automated status logic improvements with transparent risk communication

Staff Project Manager - Team Lead

SolarWinds
01.2023 - 03.2025
  • Led cross-functional teams to success, fostering collaboration and cohesion to consistently achieve project goals and milestones.
  • Improved TTR from 61.5% to 73.4% by implementing fixes on TS case types, which also led to a 72% reduction in complaints about 'Case Closed Prematurely'
  • Spearheaded the development of a proactive maintenance tracking system for Premium & Federal Customers, improving capacity planning and enhancing customer experience with streamlined processes.
  • Enhanced customer escalation processes by enabling case escalations through the Customer Portal, resulting in 68% of escalations being handled via the portal in Q2 2024, which reduced costs per case and improved overall customer experience.
  • Developed comprehensive project plans, including scope, resource allocation, and risk management, ensuring successful and timely project delivery.
  • Adept in stakeholder management, building and maintaining strong relationships with key stakeholders to facilitate communication, manage expectations, and proactively mitigate risks throughout the project lifecycle.
  • Mentored and guided a team of 4 project managers, onboarding them and ensuring they developed the confidence to independently manage projects, which fostered professional growth and strong team dynamics.

Senior Project Manager

SolarWinds
12.2021 - 01.2023
  • Successfully managed large-scale, complex projects spanning multiple departments within Customer organization, leading global Support Operations and Customer Success initiatives from initiation to completion with optimized resource allocation
  • Applied strong analytical skills to identify and resolve project issues, effectively mitigate risks, and make informed decisions while partnering with cross-functional teams to translate technical requirements into actionable deliverables
  • Facilitated Scrum ceremonies fostering Agile environment adherence, successfully closed projects by collaborating with stakeholders to validate achievement of expected business benefits and ensure strategic goal alignment

Business Analyst

Siemens Digital Industries Software
04.2021 - 11.2021
  • Extensive experience in establishing and maintaining effective relationships with both technical and non-technical stakeholders, including proven competence in managing stakeholder expectations.
  • Conducted in-depth analysis of business processes, systems, and user needs to identify areas of improvement and recommend innovative solutions.

Consultant - PMO Office

Tech Mahindra
12.2015 - 01.2021
  • Established Project Governance Structure for critical technical split program with 18+ nationalities across multiple vendors, supporting Solution Architects to track inter-dependencies in parallelly running projects using Jira and MS Project
  • Led comprehensive business analysis and testing operations including rigorous requirement document review, SQL script validation, scrum facilitation with clients and vendors, and defect triage management with established test strategies
  • Streamlined processes and workflows by maintaining process documents, leading weekly meetings with Business Partners, and aligning with Enterprise Architects to develop yearly/quarterly program goals integrated with corporate objectives
  • Managed resource allocation, budget management, and capacity planning using HP PPM, HPE SM and UMA while facilitating project test strategy, methodologies, and comprehensive test plan development

Education

Bachelor of Technology - Computer Science

St. Vincent Pallotti College of Engineering
India
08.2015

Skills

  • Team Management

  • Jira

  • Confluence

  • Salesforce

  • Stakeholder Management

  • Coaching and Mentoring

  • Gain Sight

  • Project Scoping

  • Agile Project Management

  • Risk Assessment

  • Team leadership

  • Operations management

  • Strategic planning

  • Decision-making

Certification

Certified Scrum Product Owner (CSPO)

Timeline

Manager-Customer Operations

SolarWinds
04.2025 - Current

Staff Project Manager - Team Lead

SolarWinds
01.2023 - 03.2025

Senior Project Manager

SolarWinds
12.2021 - 01.2023

Business Analyst

Siemens Digital Industries Software
04.2021 - 11.2021

Consultant - PMO Office

Tech Mahindra
12.2015 - 01.2021

Bachelor of Technology - Computer Science

St. Vincent Pallotti College of Engineering

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Namrata PathakCustomer Operations Manager