Headline

Technical Account Manager | Customer Success Engineer | CPaaS & WhatsApp API Expert | Driving 95% Enterprise Retention & Solutions Engineering

About

Results-driven Technical Account Management and Customer Success professional with 7+ years of experience driving enterprise client growth in CPaaS, SaaS, and advanced messaging solutions. Skilled at balancing deep technical troubleshooting (APIs, JSON, Postman) with high-level customer relationship management. KEY IMPACT METRICS: Client Retention: Maintained a 95% retention rate across 100+ high-value enterprise accounts. Revenue Protection: Prevented critical ₹3L–₹5L MRR account churn through aggressive escalation and vendor management. Technical Support: Resolved over 500+ complex integration issues with a 10-minute average resolution time. Product Demos: Delivered 500+ technical product demonstrations with a 50-60% conversion rate to paid clients. 🛠️ TECHNICAL DISCIPLIINES: WhatsApp Business API • Solutions Engineering • API Integration & Troubleshooting (Postman, JSON) • Meta Business Suite Onboarding • Escalation Management • CPaaS Operations OPEN TO OPPORTUNITIES IN MUMBAI / PUNE / REMOTE: Technical Account Manager (TAM) • Customer Success Manager (CSM) • Solutions Engineer • Presales Engineer

Location

Mumbai

Work experience

Executive - Digital Marketing and Operations / Customer Success at SME Chamber of India, Nov 2025 - Apr 2026 · 6 mos, Mumbai, ● Generated 450+ qualified C-level leads with 20% message open rate and 15% engagement rate by orchestrating WhatsApp Programmatic Messaging campaigns via Interakt platform. ● Drove membership program growth securing ₹5+ Lakh recurring revenue and increased event attendance by 35% through targeted digital campaigns across Google Ads, Facebook Ads Manager, and LinkedIn. ● Improved team productivity reducing campaign execution errors by 40% and output by 30% through standardized workflows and mentorship of 4-member support team.

Tech Support Executive / Solution Engineer (TAM / CSM at Alot Digital Solutions India Pvt Ltd, Apr 2024 - Oct 2025 · 1 yr 7 mos, Mumbai, ● Managed 10-12 strategic reseller accounts generating ₹3-5L combined monthly recurring revenue (₹40K-1L per reseller), maintaining 95% retention rate through proactive onboarding, implementation support, and SLA management ● Delivered 500+ product demonstrations converting to 250-300 paid onboardings at ₹1,500-2,000/month per account, generating ₹40L+ annual revenue. Plus closed 20+ RCS product and feature expansion deals with existing customers ● Delivered 500+ product demonstrations with 50-60% conversion rate, directly facilitating 250-300 successful client onboardings within the CPaaS and messaging solutions sector. ● Resolved 500+ complex technical issues with 10-minute average resolution time, maintaining 95%+ first-contact resolution rate and preventing customer churn. ● Developed 10+ SOPs for reseller onboarding, panel configuration, and SLA compliance. Managed reseller enablement reducing support queries by 40% while scaling from managing 5 resellers to 10-12 resellers managing ₹3-5L/month business ● Resolved critical technical and operational issues with premium resellers within 8-10 days, earning promotion to sole point of contact for managing all ₹3-5L/month strategic reseller portfolio and ensuring account stability ● Improved campaign delivery rates from 92% to 97% by optimizing dual BSP panel operations across Karix and Pinnacle through coordinated L3/L4 escalations for premium brands .

Software Support & QA Tester at Synergic solution Pvt Ltd, Jan 2023 - May 2023 · 5 mos, Mumbai, ● Reduced system downtime by 60% and maintained 99%+ availability during peak seasons by delivering proactive on-site and remote technical support for enterprise retail ERP systems. Achieved 100% on-time ERP go-live with zero critical post-launch issues for 25+ end-users by executing 100+ functional test cases and delivering comprehensive system validation and user training ● Ensured zero defects at client go-live reducing post-launch issues by 35% through rigorous functional testing and system validation.

Hardware Network Engineer (Operations Supervisor) at Vidarbha Infotech Private Limited, Sep 2017 - Mar 2022 · 4 yrs 7 mos, Nagpur, ● Achieved 99.5% system uptime and zero operational defects by coordinating technical field visits and resolving 500+ technical incidents with 4-hour average resolution time across multiple client locations. ● Procured and deployed 200+ critical hardware assets across 8+ locations within 30-day timeline, achieving 100% on-time delivery with zero client setup delays

Education

Diploma of Education, Computer Science, S.N rai institute of engineering and technology

Master's Degree, Computational Science, S N & Co.