Sajal Jain

Customer-focused Technical Account Manager with 3+ years of experience in enterprise IT support, customer success, and pre-sales across global markets.

Background in Civil Engineering has built strong analytical and problem-solving skills — now fully applied to tech client management. At RWS Group (MNC, UK-headquartered), managed client escalations, SLA compliance, and infrastructure monitoring in a 24×7×365 environment. Delivered a 30% customer conversion rate and earned the Best Product Demo Award (UK region).

Support Engineer — Technical Account Management Track - RWS Group (MNC, UK-Headquartered) - Indore, MP

(2023-12 - 2025-06)

• Served as primary client-facing point of contact for enterprise escalations in a 24×7×365 environment — maintaining >95% SLA adherence across all assigned accounts.
• Reduced repeat escalations by ~25% through proactive runbook development, incident logs, and post-mortem reports in ServiceNow and Jira.
• Monitored infrastructure health and dashboards for multiple enterprise accounts — identifying anomalies proactively, coordinating remediation, and improving MTTR.
• Collaborated with L2/L3 teams to resolve P1/P2 incidents, minimising client downtime and sustaining satisfaction.
• Contributed to onboarding SOPs and knowledge-base articles, reducing ramp-up time and improving service consistency.

Customer Success Associate — Pre-Sales & Relationship Management - BrightChamps Tech Pvt. Ltd. - Goa, India

(2022-04 - 2023-11)

• Managed end-to-end customer engagement across UK, Australia, Nigeria, Kenya, Ghana, and the Middle East — primary owner for 100+ international accounts.
• Achieved 30% customer conversion rate through structured demos, consultation calls, and personalised onboarding.
• Won Best Product Demo Award (company-wide, UK region) — highest-rated demo satisfaction scores among all international representatives.
• Maintained CRM records, resolved escalations end-to-end, and identified upsell opportunities — improving retention and customer lifetime value.

Career Development Break

(2025-06)

Focused upskilling period — studying ITIL Foundation, reviewing enterprise ITSM practices, and preparing for next TAM/CSM role.

B.Tech - Civil Engineering - Medi-Caps University, Indore (2022-03)