Headline

Customer success । Product Management

About

Customer success professional with 3 years of experience in service reliability and client success domain, now pivoting towards product and program management. Skilled in cross-functional coordination, stakeholder communication, and process optimization. Passionate about using customer insights to drive product improvements and deliver scalable solutions. Agile-certified with hands-on experience in ServiceNow, Remedy ITSM, and cloud platforms.

Location

Gurugram

Work experience

Customer Success Specialist at ETS, Oct 2025 - Present · 8 mos, Gurugram

Service Reliability Engineer at BT Group, Aug 2022 - Sep 2025 · 3 yrs 2 mos, Gurugram, - Served as a trusted partner to multiple international customers, focusing on driving adoption, value realization and long-term success. - Facilitated smooth onboarding experiences by coordinating with internal teams and guiding customers through key milestones. - Proactively addressed customer concerns and worked cross-functionally to resolve issues which reduced escalations by 25% and enhanced customer experience. - Leveraged insights from ServiceNow and Remedy to identify trends and drive process improvements. - Identified opportunities for account growth through regular check-ins and strategic conversations.

Cloud and Network Intern at BT Group, Jan 2022 - Jul 2022 · 7 mos, Gurugram, Haryana, India, - Collaborated with cross functional teams to support cloud infrastructure delivery for enterprise clients. - Assisted in supporting network reliability for international clients aligning with project timelines and technical requirements.

Education

Bachelor of Technology - BTech, Electronics and Communication Engineering, Banasthali Vidyapith