Harpreet Singh

Senior Customer Success and Escalation Leader with 14+ years of experience driving enterprise customer outcomes, executive stakeholder engagement, and critical incident resolution across global SaaS environments. Proven track record managing 200+ Sev1/P1 business-critical incidents annually for strategic enterprise customers, partnering with senior customer stakeholders to mitigate risk, preserve trust, and restore business continuity. Deep expertise across enterprise SaaS operations, executive escalations, and customer success within the Salesforce ecosystem, with extensive experience collaborating across Product, Engineering, Infrastructure, Customer Success, and Sales organizations.

Recognized for leading high-impact customer situations, improving operational readiness, accelerating resolution timelines, and driving process improvements that strengthen customer confidence and retention. Strong global leadership experience across AMER, EMEA, and APAC, with a history of influencing cross-functional teams and leading customer-critical situations in fast-paced enterprise environments.

Senior Manager – Critical Escalations / Incident Command at Salesforce India Pvt Ltd (2023-06 – Present)

• Lead executive-level engagement and resolution for 200+ Sev1/P1 critical customer situations annually, partnering with enterprise and strategic customers to minimize business disruption and preserve customer confidence.
• Serve as Incident Commander during high-impact business events, orchestrating cross-functional resolution across Product, Engineering, Infrastructure, Technical Support, and Customer Success organizations.
• Act as a trusted escalation leader for Fortune 500 and strategic enterprise customers, managing executive communications and driving resolution during high-visibility customer crises.
• Partner closely with Customer Success, Sales Leadership, and Engineering teams to align technical recovery efforts with customer business priorities and long-term outcomes.
• Drive post-incident retrospectives, root cause analysis, and process improvements that improve operational readiness and contribute to faster issue resolution.
• Collaborate with a globally distributed organization of ~30 Escalation Managers across AMER, EMEA, and APAC, ensuring seamless ownership and continuity for business-critical incidents.
• Recognized by leadership and stakeholders for customer advocacy, crisis leadership, and restoring customer trust during highly escalated situations.

Senior Swarm Lead / Senior Support Engineer / Business Analyst at Salesforce India Pvt Ltd (2016-08 – 2023-05)

• Led a cross-functional team of 15+ engineers supporting enterprise Salesforce customers through complex escalations and business-critical incidents.
• Managed executive stakeholder communications during escalated customer situations, reducing business risk and improving customer confidence.
• Partnered closely with Product and Engineering teams to triage platform issues, influence prioritization, and improve customer experience for strategic accounts.
• Improved issue resolution effectiveness through proactive escalation management, hotfix coordination, RCA ownership, and customer risk mitigation.
• Led global stakeholder workshops and requirement programs, improving operational alignment and delivery effectiveness.
• Drove process improvements that contributed to faster resolution timelines, reduced escalations, and stronger customer outcomes.
• Worked extensively with strategic enterprise customers, balancing technical resolution with customer experience and retention priorities.

Test Analyst – Salesforce Programs at Infosys Ltd (2015-03 – 2016-08)

• Supported enterprise Salesforce transformation programs spanning Service Cloud, Sales Cloud, CPQ, and customer-facing business systems.
• Coordinated stakeholder engagement, UAT, and release readiness activities for enterprise business teams.
• Improved delivery transparency through cross-functional coordination across business, architecture, and QA stakeholders.

QA Engineer at Atos Syntel Ltd (2012-10 – 2015-03)

• Supported Salesforce-focused enterprise initiatives through testing, release validation, and stakeholder collaboration.
• Partnered with business teams during UAT cycles to improve delivery quality and customer experience.
• Contributed to process improvements and delivery reporting across enterprise programs.

Bachelor of Engineering in Electrical Engineering – Nagpur University – G.H. Raisoni College of Engineering