Employee Spotlight: Mohan Achar, VP of Global Support at 8x8
To get to know the 8x8 culture and our employees a little better, we’re interviewing 8x8 employees around the world. In today’s interview, we travel to San Jose, California to meet Mohan Achar, VP of Global Support at 8x8. Mohan and his team are busy providing the best possible experience for our customers when using 8x8 products and services. Mohan recently celebrated his one year anniversary at 8x8. He previously worked with Marketo and CollabNet.
Let’s meet Mohan!
What is your role at 8x8?
I’m the head of the Global Customer Support team at 8x8. My objective is to deliver a flawless service experience for 8x8 customers by building a world-class support team who are obsessed with customer success.
What is your morning routine?
I start every day the same by waking up my son and wife with a good morning kiss and then enjoying a cup of coffee. Later, I spend some time reviewing service delivery metrics like CSAT, volume, ASA and TTR from ANZ, EMEA region. I also like to monitor the current sales volume in the US. This helps me understand how we’re doing and what the rest of my day is about to look like. Then, I walk around to my Support engineers’ desks to get a feel for how the team’s doing. This also lets me know if my team needs anything from me. The rest of the day is filled with regular meetings, cross-functional collaboration and focusing on promised deliverables.
Name a book you read that positively shaped you.
Ken Blanchard’s “One Minute Manager” has been an eye-opener for me. I’ve read that book multiple times during various stages of my career and each time it gives me a new dimension to apply in my leadership style.
What is one thing not on your LinkedIn profile?
I’m a professional-level handyman. :) I’ve built backyards, finished garages and driveways. My passion next to customer support is construction.
What was your best moment at 8x8?
When we reached our CSAT goal of 85 percent. It was a mammoth effort and it came together real quick. Having a globally-spread, very large team align on a vision and execute toward customer obsessed service delivery is no easy task. We did that in a short 6 months improving our CSAT scores by 20 percent.
Do you have a favorite motivational quote?
“Live and let live” - Mahavir
What is one piece of advice for someone starting at 8x8?
8x8 is a place where future ideas can become real. Don’t hesitate to voice your ideas. You will easily get the platform and support when you are ready to share them.
And finally, if you had one superpower what would it be?
“Calm in the Storm.” This would help me handle a critical situation with composure. In my line of business, this comes in very handy.
Thank you to Mohan for his time. Stay tuned to this blog for future employee interviews and behind-the-scenes at 8x8.
Want to work at 8x8? Check out our Careers page for the latest job openings.