Apptio, an IBM Company

Manager - Global Technical Escalations 

Senior Technical Escalations Manager

Escalations Manager

Customer Success Network

Strategist and Marketer

Gain Grow Retain

Early Adopter

AssureCare LLC

Led global Customer Success and Support team for healthcare products
Built and scaled a Customer Success team from scratch
Led KRA, KPI, and other reporting initiatives to enhance efficiency and productivity across multiple departments of the organization.
Account Manager for 25+ High Revenue Accounts across multiple regions
Responsible for product adoption, product engagement, customer training, setup/configuration, and problem-solving.
Maintained and enhanced customer satisfaction (CSAT) by providing ongoing, proactive support throughout the customer life cycle
Conducted business reviews (QBRs/EBRs) for all clients.
Conducted training sessions for new clients and led onboarding process to ensure success rate.
A key member of management-level escalation team that manages strategies and tactics for de-escalating customer accounts, with additional responsibilities for handling at-risk accounts.
Coached and developed staff, with an emphasis on developing their project management and customer success fundamentals.

Head - Support and Customer Success

Thomson Reuters

Technical Client Lead
Support Escalation Point for APAC
Providing Classroom training's to new resources
Providing GTM Support to Fortune 500 companies
Lead and participate in software release processes to scope, prioritize, and implement functionality enhancements and Training clients
Managing and liaising with business and technical consultants to explore business process improvement opportunities

Senior Application Engineer - Customer Success

Support technical implementation and troubleshooting of new functionalities to ensure standardization across entire global trade management platform.
On-boarding new clients, performing QBRs and handling their SOWs as their Account Manager. 
Lead and participate in software release processes to scope, prioritize, and implement functionality enhancements
Write product-specific documentation (e.g. User Guides, Release Notes)

Coordinate with internal teams to establish POC or test scenarios of new functionalities for prospects and clients
Study new and changing regulatory requirements and market opportunities that impact Integration Point’s solutions
Work closely with other internal departments to update team members on product enhancements
Work as part of an international team of software professionals in a cross-departmental product team structure and manage multiple projects simultaneously 
Saved 700+ Support Man-hours by resolving root cause for various recurring issues.
Oversee larger product-related initiatives as they arise to continue to support overall company growth

Senior Analyst - Customer Success (Former Client Delivery)

Technical:

•Working with tools like Service desk, Nagios servers and SQL Monitor.
• Analyze business, user and technical requirements for proposed SAS, web-based and system solutions.
• Performed quality assurance, system integration and user acceptance testing for enterprise implementations.
•Expertise in writing and implementing Test scenarios, Test cases, System testing, Regression testing and maintaining Traceability Matrices for baseline documents.
• Involved in Unit testing, Regression testing, Browser testing, UI/UX testing.
•Good acquaintance of Code audit and Debugging of Error.
• Excellent experience in Planning, Implementing, Configuring and Troubleshooting 
•Proactively monitoring internal/client network/servers via Nagios server tools, applications etc. and ensuring we meet agreed SLA’s.
•Partnered with developers to automate manual processes and saving time while decreasing errors.

Management:

•Hands on experience in gathering, analyzing and documenting business requirements and developing Business Requirement Documents and Functional Requirement Specifications.
•Preparing written proposals, requirements specifications, invitations to tender and solution specifications.
•Managing and liaising with business and technical consultants to explore business process improvement opportunities.

Analyst - Customer Success (Former Client Delivery)

Reliance Industries Ltd.

Developed a project - Content Management System with Asp.net and C # under the guidance of senior developer .
Certified for Punctuality and quick resolution for errors and team work.
Highly Appreciated for Leadership skills.

Intern

Pioneer of innovative solutions to pressing international and domestic issues. Highly organized and efficient in fast-paced multitasking environments; able to prioritize and lead effectively to accomplish objectives with creativity, passion, and excellent results

Influential strategist who constructs a foundation for customer success by helping
customers achieve continuous value through the deep adoption of critical business solutions. 

9+ Years of expertise in Customer Success, Escalation/Incident Management, Support, Program Management, Account Management, Configuration, Project/Product Management, and QA. Demonstrated history in performance optimization by fixing the root cause of recurring issues for fortune 500 companies and saved up to $100,000 annually

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