Vivasvan Sawhney

Customer Success and Technical Support professional with 5+ years of experience supporting global customers across market research, SaaS, communications, and digital software environments. Experienced in customer onboarding, product enablement, technical troubleshooting, platform adoption, usage reporting, issue ownership, and cross-functional delivery. Strong background supporting data-driven market research platforms at Cint, with experience translating customer requirements into practical solutions and coordinating with Product, Engineering, Sales, and Customer Success teams.

Technical Analyst – Customer Success & Platform Support at CINT (2024-02 – 2026-06)

• Supported global clients across Cint Exchange, Impact Measurement, and Cint Marketplace, helping customers use data-driven market research platforms and services effectively.
• Owned customer issues from discovery through resolution, maintaining clear communication, coordinating internal teams, and ensuring timely customer updates.
• Supported onboarding and migration of 100+ client accounts to Cint Exchange, including configuration guidance, validation, training, product walkthroughs, and post-migration support.
• Conducted product demonstrations and explained platform functionality, workflows, reporting capabilities, and technical concepts in customer-friendly language.
• Analyzed customer requirements, usage patterns, platform behavior, and recurring issues to identify adoption blockers and opportunities to improve customer experience.
• Created client-facing reports and dashboards using Microsoft Excel and Google Sheets to communicate platform activity, trends, and actionable insights.
• Worked with Product, Engineering, Customer Success, Operations, and Sales stakeholders to resolve complex issues and convert customer feedback into actionable improvements.
• Maintained customer and issue records in Salesforce and Jira, documenting requirements, technical findings, resolutions, and follow-up actions.
• Used platform APIs to create, update, and delete surveys and supported investigation of API and integration-related requirements.
• Improved Salesforce Einstein Bot knowledge content and response quality, supporting scalable self-service and support automation.

Senior Associate – Technical Sales & Client Solutions at VALUEFIRST (2022-04 – 2024-01)

• Worked directly with B2B customers to understand business and communication requirements and recommend relevant technology products and services.
• Conducted product and solution demonstrations for Infinito, Send Smart, SMS, WhatsApp, RCS, Voice, and API-based communication services.
• Supported upselling and cross-selling by identifying additional customer use cases and matching business requirements with relevant platform capabilities.
• Supported customer onboarding, configuration, implementation, training, and adoption while coordinating with Sales, Marketing, Customer Success, and technical teams.
• Provided technical consultation and troubleshooting for HTTP APIs, SMPP, WhatsApp API, RCS API, Facebook Business integrations, and messaging workflows.
• Managed customer requests and escalations through Jira and maintained clear technical and customer-facing documentation.
• Used SQL, logs, and API request/response information during technical investigations and worked with internal teams to resolve complex customer issues.

Technical Support / Subject Matter Expert – Adobe at TELEPERFORMANCE (2021-03 – 2022-03)

• Provided technical support to customers across the US, EMEA, and UK through phone, email, chat, and screen sharing for Adobe digital media applications.
• Diagnosed application, configuration, workflow, and software issues and translated technical solutions into simple instructions for non-technical customers.
• Maintained 99% quarterly CSAT and was promoted to Subject Matter Expert within six months.
• Supported new-hire training, coaching, daily reporting, and operational coordination, helping improve team readiness and productivity.

Bachelor of Technology (B.Tech.) in Computer Science & Engineering – University of Jammu (2021)