Amol Sonje

Customer Success and SaaS professional with 13+ years of experience across ERP, print technology, operations, enterprise customer management, and digital transformation. Currently working as Senior Customer Support Analyst supporting strategic US and UK customers on the PACE SaaS ERP platform. Recognized with the Employee of the Year (e-Praise Award) and consistently maintaining a TNPS score of 9+/10 for delivering exceptional customer experience and business outcomes.

Proven expertise in Customer Success, Strategic Account Management, Customer Retention, Customer Adoption, Stakeholder Management, Escalation Management, Implementation Support, and Cross-functional Collaboration with Product and Engineering teams. Experienced in AI-enabled customer solutions, implementation support, testing and validation of AI-generated responses, and driving customer value through process optimization and consultative support.

Senior Customer Support Analyst at CAI Software (2024-04 – Present)

• Manage strategic enterprise customer accounts across the US and UK for the PACE SaaS ERP platform.
• Act as a trusted advisor by providing consultative guidance on ERP workflows and business processes.
• Own end-to-end customer issues through Salesforce and Jira while ensuring SLA adherence and proactive communication.
• Support customer onboarding, adoption, training initiatives, and customer retention activities.
• Collaborate with Product and Engineering teams to resolve complex customer issues and improve customer experience.
• Build strong relationships with customer stakeholders and drive customer satisfaction initiatives.
• Contribute to the implementation and adoption of AI-powered customer solutions, including Mosaic, ROVO, and Gene.
• Participate in testing, validation, and evaluation of AI-generated responses to ensure accuracy, relevance, and alignment with customer requirements.
• Provide feedback to improve AI outputs and support AI-assisted customer solutions and operational efficiency.

Business Manager at Manipal Technologies Ltd. (2019-12 – 2024-04)

• Managed digital business operations and enterprise customer relationships.
• Led customer projects from requirement gathering through successful delivery.
• Conducted business reviews and implemented customer-focused initiatives.
• Collaborated with cross-functional teams to deliver business solutions and improve operational efficiency.

Product Support Manager – Sales & Production Printing at Ricoh India Ltd. (2017-07 – 2019-12)

• Managed enterprise customer relationships and implementation activities.
• Conducted product demonstrations, customer training, and technical consulting engagements.
• Supported solution adoption and implementation for customers and channel partners.

Senior Executive – Digital Operations at Repro India Ltd. (2012-07 – 2017-07)