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About

Customer Success professional with 7+ years owning the full post-sales lifecycle — onboarding, adoption, renewal and retention — across enterprise SaaS accounts, including a 12% churn reduction and 98%+ SLA / 95%+ CSAT performance. Proven track record turning dashboard and KPI data into a clear narrative for business reviews (QBR-style) with client leadership.

Experience4

  1. Technical Support Engineer (CSM & Team Lead scope)

    Oct 2023 — Present

    NielsenIQ

    Owned adoption and enablement for new tools/processes across the account base; built 30+ SOP/playbook articles used as the team's standard reference. Ran escalation management as internal coordination point with Product and Engineering, cutting escalation volume 50% while sustaining 98%+ SLA and 95% CSAT. Tracked KPIs and account health signals, translating dashboard data into recommendations that drove 92% platform adoption and a 12% churn reduction.

  2. Client Success Manager

    Oct 2021 — Sep 2023

    EVM Technology

    Owned post-sales relationships for enterprise SaaS/ERP accounts as primary point of contact from onboarding through renewal. Partnered cross-functionally with Engineering and external stakeholders on account health, gathering requirements to drive value realization and retention — a 12% churn reduction. Cut resolution delays 15% and sustained 95% CSAT across the portfolio through structured root-cause analysis and stakeholder coordination.

  3. Client Success Engineer

    Feb 2020 — Aug 2021

    BT eServe

    Managed first-level client relationship support for U.S. enterprise accounts across time zones, achieving 90% first-contact resolution. Rebuilt an 80+ article self-service knowledge base from scratch to support onboarding and reduce repeat tickets for U.S. accounts.

  4. Associate, Client Service Desk

    Dec 2018 — Jan 2020

    Wipro

    Handled account setup and access requests via ticketing/CRM workflows with 100% SLA compliance — early foundation in structured, data-accurate account administration.

Projects1

  • Data & Reporting Pipeline

    Built an end-to-end Python/AWS pipeline — data collection, API-based scoring, automated reporting, EC2 deployment — a direct analogue to account health-score dashboards and operator-facing reporting used to turn raw usage data into an actionable weekly narrative.

    • Python
    • AWS

Education1

  • B.Tech

    2014 — 2018

    Adamas Institute of Technology

    Computer Science