Career Break (2024-08 – Present)
Customer Success Manager at Intract Software Private Limited (2024-05 – 2024-07)
- Acted as the primary point of contact for clients onboarding to the platform's Web3 quests and engagement tools, supporting campaign setup from initial integration to launch.
- Collaborated with clients to design, configure, and optimise Web3 quests, including campaign structure, eligibility criteria, airdrop logic, and user experience.
- Coordinated with client and internal technical teams to integrate client-provided APIs used for validating user actions (e.g., on-chain transactions, sign-ups, or platform activity) as part of quest eligibility criteria.
- Performed API testing and validation using Postman, including request/response verification and payload inspection before campaign launches.
- Acted as a liaison between clients and internal product and engineering teams to translate technical requirements and resolve integration-related issues.
- Identified high-performing partners and leveraged relationships to drive repeat campaigns, referrals, and account expansion.
Customer success manager at HIGHLEVEL INDIA PRIVATE LIMITED (2024-03 – 2024-05)
- Guided customers through onboarding and platform setup, configuring CRM, pipelines, workflows, and automations based on business needs.
- Delivered live Zoom onboarding and product training sessions to drive feature adoption and correct usage.
- Assisted with hands-on setup and customisation, including campaigns, integrations, user settings, and basic automation logic.
- Resolved inbound queries related to account setup, feature usage, and technical issues; escalated complex cases when required.
- Identified recurring customer issues and shared feedback to improve onboarding flows and reduce repeat support tickets.
Customer Success Manager at LCX Technologies Pvt. Ltd (Crypto Currency Exchange) (2021-10 – 2023-06)
- Supported users via chat, email, and calls on KYC, deposits/withdrawals, and trading workflows.
- Guided users on crypto principles and exchange features to reduce operational errors.
- Conducted competitive analysis of exchanges and recommended enhancements to improve platform usability.
- Monitored CS metrics like CSAT, NPS, FRT, and ticket trends to support SLA targets.
- Coordinated escalations with compliance and product teams, ensuring timely resolutions and smooth user experience.
- Maintained up-to-date SOPs and knowledge-base content for the support team.
- Conducted daily team huddles and knowledge-sharing sessions to maintain support quality and alignment.
- Acted as a customer advocate within the company, representing their feedback and needs to the relevant teams.
Customer Success Manager at Voicetree Technologies Pvt. Ltd (2019-05 – 2021-06)
- Onboarded SMB clients and delivered product training to improve adoption of cloud telephony solutions.
- Built a strong understanding of customer needs and provided customised solutions aligned with their goals.
- Drove account retention through renewals, upsell and cross-sell opportunities, and churn-reduction efforts.
- Monitored key CS metrics (NPS, ARPU, MRR, FRT) to support service improvements and customer satisfaction.
- Created client profiles and shared insights with marketing to improve targeting and communication.
- Supported process improvements by helping define new workflows and SOPs.
- Worked closely with channel partners to ensure referral clients received timely support, enhancing satisfaction and partner retention.
Customer Support Executive at Voicetree Technologies Pvt. Ltd (2018-09 – 2019-05)
- Provided first-line support to 500+ clients via calls, chat, and email with timely and accurate resolution.
- Guided customers through onboarding and product setup to ensure smooth adoption and reduced early-stage friction.
- Identified recurring issues and shared insights with the team to prevent repeat queries and improve efficiency.
Business Development Executive at EWebGuru Solutions Pvt. Ltd (2018-01 – 2018-06)
- Contributed to revenue growth by supporting referral activities and promoting relevant feature upgrades.
- Generated new business opportunities through outreach across multiple online platforms.
- Provided support to existing customers via chat, calls, and email.
- Managed client renewals.
- Supported sales growth through customer referrals.
