About
Highly results-driven Technical Account Manager with 8+ years of experience in leading technical support and client
success for global clients across APAC and EMEA. Proven expertise in Azure administration, ITIL practices, CRM
platforms, and cloud integrations, adept at troubleshooting complex technical issues and implementing advanced
solutions. Excels at building robust client relationships, driving product adoption, and optimizing business processes
to deliver exceptional customer experiences and maximize platform value.
Work
Bangalore, Karnataka, India
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Summary
Over 8 years of experience in SaaS client management, cloud integrations, and technical solutions within enterprise environments.troubleshooting and advanced service implementations.
Highlights
Served as primary technical point of contact for enterprise SaaS clients, leading advanced service implementations and custom workflow development to ensure seamless solution adoption for complex use cases.
Designed and executed integrations with Microsoft 365, Azure, and connector apps, enabling clients to automate business processes and leverage cloud services through advanced API integration and customization.
Conducted weekly one-on-one sessions with clients to proactively recommend product enhancements and customizations, optimizing account health and driving client growth.
Managed end-to-end project delivery using JIRA and ITSM tools, coordinating with cross-functional PRODUCT and ENGINEERING teams to track progress, resolve issues, and deliver solutions on time across multiple client accounts.
Kept clients informed of NEW PRODUCT LAUNCHES and FEATURE UPDATES, providing tailored recommendations and TECHNICAL GUIDANCE to ensure successful ADOPTION and alignment with business objectives.
Bangalore, Karnataka, India
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Permanent
Summary
Provided senior-level technical support across diverse channels, ensuring high customer satisfaction and efficient resolution for complex issues on Vimeo, Vimeo Live, and OTT platforms.
Highlights
Reduced average resolution time from 4 days to 1 day by developing comprehensive FAQs, documentation, and scripts, significantly streamlining support workflows.
Partnered with QA engineers to successfully reproduce and resolve 52 product bugs, directly contributing to substantial software quality improvements.
Authored and reviewed internal Knowledge Base content, enabling team members to access critical information and improve overall response times.
Mentored new hires through structured training sessions, served as primary contact during outages, and consistently exceeded key performance indicators (KPIs) for customer satisfaction and resolution metrics.
Bangalore, Karnataka, India
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Summary
Managed high-volume daily inquiries for ERP products, consistently achieving over 90% customer satisfaction through swift issue resolution.
Highlights
Managed 60+ daily inquiries across email, chat, and phone for two ERP products, consistently achieving over 90% customer satisfaction through swift issue resolution.
Collaborated cross-functionally to enhance ERP performance, successfully increasing system uptime by 5% through targeted process improvements.
Diagnosed and resolved complex integration issues with Salesforce CRM, ensuring seamless operations and data flow.
Contributed to chatbot development leveraging knowledge base resources, streamlining customer query resolution and improving support efficiency.
Languages
English
Skills
Cloud Platforms
Microsoft Azure, Office 365, G Suite, SQL Server, Databricks.
Azure Services
Virtual Machines, Networking, Active Directory, Governance.
IT Service Management
ITIL Frameworks, ITSM Tools, Incident Management, Workflow Optimization, Service Delivery.
API Integrations
REST API Integration, Troubleshooting, Cloud Integrations.
Communication & Collaboration
VoIP Systems, Zoom, Microsoft Teams, Client Relationship Management, Multilingual Communication.
CRM Platforms
Salesforce, Zoho, Freshsales, Account Management.
Operating Systems
Windows Server, macOS.
Project Management
JIRA, Cross-functional Coordination, Problem Solving, Service Implementation.
Customer Support
Technical Assistance, Customer Satisfaction, Issue Resolution, Process Optimization, Documentation, Training & Mentorship.
ITSM Solution Implementation
Solution Deployment, Workflow Automation, Client Onboarding, ITSM tools like ServiceNow or JIRA for project management.