Headline

Customer Support & Success Operations | 4+ Years B2B SaaS | Scaling Infrastructure & Driving SLA Adherence | Remote / EU Ready

About

Through 4+ years of managing B2B SaaS operations, I’ve learned that the biggest barrier to enterprise software isn't the technology itself, it's the friction in adopting it. Coming from a Computer Science Engineering background, I approach Customer Success from an operational lens. When I see a recurring client bottleneck or an integration issue, my instinct isn't just to patch it for one user. I focus on finding the root cause, documenting the solution, and building a standardized process so the entire team can resolve it faster next time. My work sits directly between product engineering and the customer, translating complex technical capabilities into smooth, structured onboarding experiences that actually drive adoption. The Facts & Operational Impact: • Process & Onboarding: Designed internal knowledge systems and onboarding workflows from scratch, which directly reduced customer Time-to-Value (TTV) by 40%. • SLA & Risk Management: Managed complex platform configurations while maintaining strict SLA adherence across enterprise accounts, keeping churn signals at zero through proactive risk identification. • Cross-Functional Execution: Acted as the bridge between sales, product engineering, and the client, replacing manual bottlenecks with structured execution and scalable workflows. I am actively looking for my next step as a CS Operations Specialist, Onboarding Manager, or Implementation Specialist. I am highly adaptable to distributed teams and am fully open to global remote roles or direct relocation to the EU/Ireland. Core Competencies & Tech Stack: • Operations & Strategy: CS Operations, TTV Reduction, SLA Adherence, Risk Mitigation, Support Playbook Architecture. • Enterprise Platforms: SAP CX, HubSpot, Gainsight, ServiceNow. • Productivity & Gen AI: Google Workspace, Microsoft 365, Generative AI (advanced prompt engineering, AI-assisted documentation, Zoom AI) to streamline daily workflows and scale internal operations.

Location

Bengaluru

AI stack

claude

gemini

openai

Microsoft Copilot

Work experience

Customer Success & Support Specialist at Tata Consultancy Services, Dec 2023 - Present · 2 yrs 10 mos, Bengaluru, • Operational Scale & Throughput: Co-managed high-volume enterprise support queues, driving the resolution of 1,600+ complex technical tickets in a 30-day window. Maintained a consistent first-contact resolution rate of 95%+ while adhering to rigid 1-2 hour SLA targets. • Process Architecture & Efficiency: Designed and implemented a continuous improvement framework (CIP) for knowledge management. Developed standardized documentation templates and a centralized artifact library, which successfully reduced new-hire onboarding time by 40% and eliminated recurring manual training bottlenecks. • Quality & Risk Mitigation: Achieved a zero-escalation record over a 2-year project tenure by implementing proactive root-cause triage and structured case handling. Maintained 100% compliance with organizational and client-specific process standards. • Stakeholder & Enablement Leadership: Acted as the primary technical bridge between enterprise clients and internal product engineering teams. Recognized by global stakeholders (including the SAP client leadership) for delivering high-quality, responsive service during critical scale-up phases. • Predictability & Planning: Delivered highly accurate effort estimations across multiple workstreams (90%+ alignment with actuals), directly improving team sprint predictability, reducing rework, and ensuring consistent service stability.

Associate System Engineer at Tata Consultancy Services, Feb 2023 - Dec 2023 · 11 mos, Hybrid, • Provided dedicated B2B technical support and pre-sales configuration troubleshooting for enterprise cloud portfolios. • Streamlined case management and cross-functional communication to resolve complex integrations before they escalated to engineering. • Analyzed recurring issue patterns to help internal teams improve the broader client enablement experience.

Associate System Engineer Trainee at Tata Consultancy Services, Feb 2022 - Jan 2023 · 1 yr, Bengaluru, • Completed comprehensive technical training in enterprise software architecture and B2B support systems. • Assisted in workflow optimization and internal process improvements to accelerate support operations.

Digital Marketing Executive at Astonous Cloud Solution, Apr 2021 - May 2021 · 2 mos, Rajasthan, India, - Manage the Social Media accounts, engage with audience & create content. - Create marketing campaigns. - Research & monitor competitor activities

Machine Learning Intern at Tequed Labs, Aug 2020 - Aug 2020 · 1 mo, Bengaluru, Karnataka, India, Completed an online internship in Artificial Intelligence and Machine Learning, I learned the basics of this domain and how it's applied in real-time.

Education

Bachelor of Engineering - BE, Computer Science & Engineering, GM Institute of Technology