RiZ

Customer Success and Technical Support professional with 6+ years of experience across SaaS product support, customer success, application support, and IT support. Experienced in customer onboarding, implementation support, product adoption, technical troubleshooting, configuration and integration support, customer training and product demos, case ownership, SLA management, and cross-functional coordination. At Cision, support global customers on a SaaS platform, including product workflows, technical guidance, configurations, and customer enablement.

Strong IT foundation with hands-on exposure to DNS, SSO, SMTP, FTP, networking, and scripting technologies. Interested in growing toward a Customer Success Engineer, Technical Account Manager, or Solutions Engineering role.

CUSTOMER SUCCESS SPECIALIST - CISION

(2026-02)

Support global customers on a SaaS platform, owning customer cases from issue identification through resolution.

• Lead customer onboarding and implementation support by understanding customer requirements and providing product, workflow, configuration, and integration guidance.
• Configure and support product workflows and customer setups, including technical requirements and integration-related issues.
• Conduct customer enablement sessions and product demonstrations to explain features, workflows, configurations, and best practices to technical and non-technical users.
• Troubleshoot product issues and coordinate with Product, Engineering, and Customer Success teams to resolve complex technical cases.
• Support customers across SaaS workflows involving digital content, media, and online presence, building product knowledge and helping customers adopt platform capabilities.
• Manage multiple customer cases, prioritize open items, maintain timely follow-ups, and support SLA adherence.
• Track recurring customer questions and issues and communicate customer feedback to internal teams for product and documentation improvement.

TECHNICAL SUPPORT EXECUTIVE - MOVATE

(2025-07 - 2026-02)

• Provided technical support through voice, chat, and email, understanding customer issues and delivering clear step-by-step guidance.
• Managed technical incidents and support tickets with accurate documentation, prioritization, SLA adherence, and timely follow-up.
• Guided customers on product features, configurations, troubleshooting procedures, and best practices.
• Worked with internal technical teams on complex issues, integrations, and escalations and communicated progress and resolution to customers.

IT SUPPORT ASSOCIATE - SKAP TECHNOLOGIES

(2024-07 - 2025-07)

• Provided application and IT support for software, systems, accounts, access, connectivity, and user issues.
• Supported application configurations and integration-related issues, using technical knowledge of DNS, SSO, SMTP, FTP, networking, and system connectivity.
• Managed support tickets from initial logging through resolution, maintaining documentation, prioritization, and follow-up.
• Provided remote step-by-step technical guidance and coordinated with internal technical teams to resolve complex issues.
• Used basic scripting and programming knowledge from C#, SQL, JavaScript, and application-support training to understand and troubleshoot technical issues.

CUSTOMER SUCCESS ASSOCIATE - AAYANAH

(2020-01 - 2024-06)

• Managed customer requirements, queries, concerns, escalations, and follow-ups with a strong focus on customer satisfaction.
• Provided consultative support based on customer business needs and coordinated with internal teams for timely resolution.
• Built customer relationships through proactive communication, regular follow-ups, and effective issue management.
• Maintained customer documentation and monitored feedback to identify opportunities for service improvement.

B.Voc - Information Technology - Bishop Heber College, Trichy

PGDCA - Computer Applications - Bishop Heber College, Trichy