Deepak Chawla is a visionary services leader with over 30 years in the technology industry, known for his transformative contributions and achievements. His roles at top-tier companies like Cisco, VMware, Nutanix, and UiPath highlight his pioneering work in customer support and innovation. Deepak's career exemplifies a commitment to excellence and customer satisfaction. Career Highlights: Cisco and VMware
Before his impactful roles at Nutanix and UiPath, Deepak Chawla held key positions at Cisco and VMware, where he honed his skills and demonstrated his capabilities as a customer support leader. At Cisco, he was instrumental in enhancing the company's data center support operations, focusing on building robust customer support systems and streamlining processes to meet rapidly evolving needs.
At VMware, Deepak played a crucial role in developing and executing support strategies aligned with the company's vision of delivering exceptional customer service and value.
Transformative Leadership at Nutanix
As VP of Worldwide Support, Deepak significantly impacted Nutanix by building the support organization from the ground up and expanding it to 700 members, in step with the company's meteoric rise. This expansion established Nutanix as a leader in customer support. He created specialized teams, such as the Critical Accounts and Support Readiness teams, to efficiently address customer needs.
Deepak implemented the "Follow-the-Sun" support model, ensuring seamless, round-the-clock support across time zones and regions, which enhanced customer satisfaction and optimized resource utilization. Under his leadership, Nutanix achieved a Net Promoter Score (NPS) of 90, reflecting high customer loyalty and satisfaction. His focus on automation, data-driven decisions, and a "touch and hold" resolution model set a new standard for excellence in the industry.
Pioneering AI in Support at UiPath
As Senior Vice President of Global Product Support at UiPath, Deepak Chawla has enhanced its customer service and solidified its leadership in the automation industry. Under his guidance, UiPath earned the NorthFace ScoreBoard Service Award for three consecutive years, reflecting its exceptional customer satisfaction.
His leadership focuses on innovation and customer-centric strategies, integrating AI and automation into support processes to simplify cases and empower customers to find solutions independently. This approach has improved efficiency and the customer experience, cementing UiPath's reputation as a trusted enterprise partner worldwide.
Here are some of the highlights of Deepak’s accomplishments throughout his career:
- Automation and Self-Service: Deepak has prioritized automation to reduce low-complexity cases, enabling customers to resolve issues independently through a robust self-service portal, thus streamlining the support process and improving efficiency.
- Customer Experience: He has focused on delivering exceptional customer experiences by hiring technical and empathetic engineers dedicated to resolving issues comprehensively, whether they arise from software, hardware, or other components.
- Talent and Training: Deepak is committed to hiring top talent and new graduates. He invests significantly more than the industry average in training programs to equip his team with technical and soft skills for exceptional service delivery.
- Simplifying Processes: His strategy simplifies customer support by having engineers take calls directly, eliminating the need for a front-end service layer. Customers can escalate issues with a single portal click, allowing engineers to collaborate with partners on multi-vendor issues.
- Data-Driven Decisions: Deepak uses data science and AI tools like SupportLogic to make informed decisions, identify potential escalations, prioritize bugs, and guide customers toward the best software releases.
- Measuring Success: He measures success through customer loyalty, consistently achieving high NPS ratings, reflecting his commitment to satisfaction and long-term loyalty.
- Leadership Philosophy: Deepak values empathy and passion alongside technical skills, recognizing that soft skills and emotional intelligence are crucial for productivity, customer satisfaction, and teamwork.
Personal Note
I treasure my relationship with Deepak Chawla, my customer at Nutanix and then at UiPath. Deepak's insights and guidance were invaluable as a founding and repeat member of my Customer Advisory Board (CAB) at SupportLogic, where I was the Chief Customer Officer. His contributions helped us align our products with customer needs, drive innovation, and foster brand loyalty. Our CAB was crucial in fostering a collaborative relationship with our customer leaders. It served as a strategic initiative to gather feedback that shaped product development and engagement. Our CAB members’ input was crucial in creating solutions that resonated with our customers, driving growth, and enhancing our competitive edge at the early-stage startup company.
A Visionary Leader with a Lasting Impact
Deepak Chawla's career exemplifies the power of dedication, innovation, and excellence in support. His contributions to organizations like Cisco, VMware, Nutanix, and UiPath have transformed these companies and set new industry benchmarks. His journey highlights the impact of visionary leadership on organizations and their customers.
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