Kiran Pekhale

Results-driven Customer Success professional with 4+ years of experience in SaaS environments. Proven track record maintaining 99.99% SLA compliance, improving CSAT by 14–15%, and handling 60–70 tickets daily across L1/L2 tiers. Experienced in client onboarding, CRM administration, and building knowledge systems that scale. Available to join immediately.

Senior Customer Success Engineer at Eclat Engineering Pvt. Ltd. (2022-05 – 2026-04)

Product: MyLOFT — digital content access platform for education & enterprise clients.

• Managed 60–70 support tickets daily across L1/L2 tiers, achieving 99.99% SLA compliance and driving a 14–15% improvement in CSAT scores.
• Diagnosed and resolved complex issues (login/auth, content access, platform bugs), coordinating with L3 engineering via Jira and GitLab for swift resolution.
• Led onboarding and implementation for 10+ educational institutions and enterprise clients, reducing time-to-value through structured workflows.
• Built 40+ knowledge base articles that streamlined customer self-service and measurably reduced repeat ticket volume.
• Trained and mentored 5+ new support agents on CRM usage, troubleshooting protocols, and escalation procedures.
• Collaborated with Product, Sales, and Engineering to surface customer insights and drive platform improvements.
• Conducted IP/auth-based content testing and QA validation across web and mobile delivery pipelines.

Customer Support Executive at Lumiverse Solutions Pvt. Ltd. (2021-03 – 2022-05)

• Administered Zoho CRM and HubSpot, maintaining accurate client records and supporting sales pipeline operations.
• Delivered CRM and workflow training to 15+ team members, improving platform adoption and data quality.
• Coordinated client and vendor onboarding during software implementation projects, ensuring smooth go-live experiences.

B.E. in Information Technology – Savitribai Phule Pune University (2018 – 2021)