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VIVEK VUPPALA
  • 13 years of experience
Skill Scoreⓘ
Seasoned Professional (4/6)
324
Industries
No Industries Found.
Skills
Evaluated for Product Manager and Platform PM role archetypeⓘ
Performance by Category
Communication
0%
Strategy
0%
Design
0%
Technology
0%
Execution
0%
Go-to-market
0%
Top Skills
Metrics definition Agile methodologies Digital marketing Feature prioritization Listening Negotiation Performance tracking Product requirements Product roadmap Product vision Relationship building Stakeholder alignment User feedback review User journey and personas User research Wireframes and mocks Writing and presentation Data retrieval Market analysis API integration
Skill Progression
Experience

Manager II, Head of Customer Technology Products

  • Cruise
  • Full-Time
  • San Francisco, CA, USA
  • Jul 2022 - Feb 2025

Cruise is creating advanced self-driving vehicles to safely connect people to the places and experiences they value most. As the primary lead for Customer Technology, I built and scaled applications across Customer Support, Risk, T&S, Sales and Marketing while managing a team of 10+. Key initiatives delivered:
– Telephony for Automated Vehicles: Enabled seamless connections to Customer Support and Emergency Services via motion triggers, ride-hail apps, and toll-free numbers using Salesforce Voice and AWS Connect.
– LiveChat Platform: Deployed messaging via web and mobile apps with agents responding through the Salesforce Service Console, leveraging MIAW framework and Einstein AI bots.
– External Help Center: Launched a support hub on Salesforce Experience Cloud, hosting safety standards, policies, and intake forms. (Help Center)
– Communication Consolidation: Integrated multiple support channels (calls, chat, web, social media, email) into Salesforce, optimizing workflows with Omni-routing.
– Presented at Dreamforce, showcasing the impact of Salesforce solutions in improving customer support efficiency, agent productivity, and cost savings. Tools & Platforms: Salesforce (Service, Sales, Experience, Voice, Marketing, MIAW, EinsteinGPT), AWS Connect, Mulesoft, BigQuery, Segment CDP, Braze, DataDog, Humio.

Product Engineering Manager, Sales (O2C & CPQ)

  • Vroom
  • Full-Time
  • Austin, TX, USA
  • Jul 2021 - Jul 2022

Built and led an 13-member Salesforce team, driving impactful initiatives while remaining actively involved in designing and technical problem-solving. Led the implementation of Salesforce CPQ, managing a cross-functional team of 15+ developers, analysts, and product managers. Reduced sales cycle times by 28% and improved quote accuracy by 40% within the first quarter. Introduced dynamic pricing models, enhancing flexibility and competitiveness in deal structuring. Automated discount approvals, streamlining processes and boosting deal closures by 15%. Aligned sales operations with revenue goals, driving efficiency and business growth. Introduced AutoRabit to streamline CI/CD and release management, reducing deployment errors and accelerating release cycles.

Sr Engineering Delivery Manager, Salesforce Products

  • Fonteva
  • Full-Time
  • Arlington, VA, USA
  • Nov 2018 - Jul 2021

Led end-to-end delivery of Salesforce solutions for association clients, ensuring alignment with unique business needs and successful implementation of Membership, Events, and other key functionalities. Managed a large team of Salesforce consultants, including Solution Architects, Developers, Data Engineers, and Admins, while serving as an SME to drive excellence in platform design and execution.

Solution Architect, Salesforce

  • Fonteva
  • Full-Time
  • Arlington, VA, USA
  • Nov 2017 - Oct 2018

Senior Solution Architect

  • International Baccalaureate
  • Full-Time
  • United States
  • Jul 2016 - Nov 2017

Senior Business Analyst

  • Steris
  • Full-Time
  • Mentor, OH, USA
  • May 2015 - Jul 2016

Product

  • M/s Linkwell Telesystems Pvt Ltd
  • Full-Time
  • May 2012 - Dec 2014

Degree Programs

Management Certificate, Engineering Leadership

  • Cornell University
  • Management Certificate, Engineering Leadership
  • Jul 2022 - Dec 2023

Master of Information System Management

  • The University of Akron
  • Master's degree, Management Information Systems

Licenses and Certifications

No Licenses or Certifications Found.