Pinaki Roy
About Pinaki Roy
Pinaki Roy serves as the Senior Manager of Global Escalations Management at SOTI, where he has worked since 2021. He has a diverse background in customer success and technical support, having held various roles at companies such as Citrix, MobileIron, and Mocana Corporation.
Current Role at SOTI
Pinaki Roy currently holds the position of Senior Manager, Global Escalations Management at SOTI. He has been in this role since 2021, based in Mississauga, Ontario, Canada. In this capacity, he oversees the escalation management processes on a global scale, ensuring effective resolution of customer issues. His leadership is instrumental in developing strategies that enhance customer satisfaction and operational efficiency.
Previous Experience at SOTI
Prior to his current role, Pinaki Roy worked at SOTI as Manager, Executive Escalations (Global) from 2019 to 2021. During his tenure, he established the SOTI ONE Platform Executive Escalations team, laying down foundational processes and training plans. He also formed a Global Development Analysis Team (A-Team), recruiting Software Analysts in India and Canada to proactively address customer issues on the JIRA platform.
Career Background
Pinaki Roy has a diverse career in technology and customer success management. He has held various positions, including Customer Success Manager at Mocana Corporation and Technical Lead - Customer Success at MobileIron. He has also worked as an Escalation Manager at Citrix, where he managed support services for XenMobile EMM. His experience spans multiple companies and roles, contributing to his expertise in escalation management and customer support.
Education and Qualifications
Pinaki Roy earned a Master of Computer Applications (MCA) from West Bengal University of Technology in Kolkata, where he studied from 2002 to 2005. He also holds a Bachelor of Science with Honors in Physics from St. Paul's CM College, completed between 1999 and 2002. His educational background provides a solid foundation for his technical and managerial roles in the technology sector.
Key Initiatives and Contributions
Throughout his career, Pinaki Roy has initiated several key processes to improve operational efficiency. At SOTI, he pioneered a new JIRA Triage process that ensures timely bug fixes within defined SLA parameters. He also implemented a global Change Management and P1 process, which significantly enhanced the efficiency of the Technical Support and Professional Services teams.