SA SA

Customer Success Manager

Managed a portfolio of 115 enterprise accounts, reducing churn risk by 25% and increasing engagement by 25% across priority accounts. Delivered executive business reviews and coordinated with Account Management and Support.

Customer SuccessEnterprise SaaSCustomer Health MonitoringChurn ReductionExecutive Business ReviewSalesforceAI ToolsData Analysis

Associate Customer Success Manager

Reduced churn by 18% and identified £350K in expansion opportunities by analyzing customer-health scores and adoption signals. Cut escalation resolution time by 30% by defining KPIs and partnering with Salesforce and Operations teams.

Customer SuccessChurn ReductionCustomer HealthSalesforceKPI TrackingEscalation ManagementData Analysis

Customer Success Analyst

Monitored customer-health signals and coordinated resolution of critical escalations. Prepared operational reports and communicated customer issues across teams.

Customer SuccessCustomer Health MonitoringEscalation ManagementReportingCommunication Skills

Technical Support Engineer

VMware Software Pvt Ltd

Maintained 99.9% uptime by resolving 300+ critical infrastructure incidents annually across 100+ global data centres. Improved customer retention by 12% by building Salesforce dashboards and maintaining CSAT of 92-100%.

VMWareTechnical SupportIncident ManagementSalesforceRoot Cause AnalysisCustomer SatisfactionData Center Operations

Sr. Technical Support Engineer / Acting Tech-Lead

Concentrix Technologies Pvt Ltd

Managed and coached 16 engineers delivering 24x7 Tier-4 support across APJ, EMEA, and the US. Resolved 30+ complex escalations annually and drove operational improvements through weekly C-suite reports.

Technical SupportTeam LeadershipEscalation ManagementVeritas Backup ExecSLA ManagementCSATCoachingRoot Cause Analysis