Customer Success Manager

Managed enterprise customer issues and escalations, ensuring timely communication, effective resolution, and a positive customer experience. Built strong relationships with customers by understanding their business requirements, product challenges, and technical needs.

Guided customers through product configuration, integrations, and authentication issues. Collaborated with Engineering, Product, and internal teams to improve product experience, while developing Python scripts, SQL queries, and AI-powered workflows to streamline investigations and operations.

Maintained technical documentation and knowledge resources, and provided technical guidance to support engineers handling enterprise customer accounts.

Delivered enterprise technical support for Tableau Desktop, Tableau Server, Tableau Cloud, Tableau Bridge, and Tableau Prep. Guided customers through complex product functionality, integrations, authentication, and connectivity challenges.

Managed critical customer escalations and coordinated with Engineering and Product teams to drive timely resolutions. Communicated troubleshooting findings and recommendations to technical and non-technical stakeholders.

Identified recurring customer issues, shared feedback to improve product experience, and contributed to support documentation and knowledge sharing.

Administered and supported enterprise backup and recovery environments using EMC Avamar and Data Domain. Troubleshot VMware backup and restore operations across disk-based, tape, Data Domain, and cloud-tier storage environments.

Resolved vulnerability, licensing, and infrastructure issues while adhering to service-level agreements. Managed critical escalations, monitored environment health, and prepared operational status and performance reports.

Provided technical guidance to junior team members and maintained documentation to improve knowledge transfer, troubleshooting consistency, and service delivery.

Administered and maintained EMC NetWorker backup and recovery solutions, including backup, restore, cloning, installation, and upgrade activities. Supported enterprise backup products including EMC NetWorker, Avamar, and Data Domain.

Troubleshot backup failures and recovery issues across Windows, Linux, VMware, client-server, disk, and tape environments. Performed system administration, infrastructure troubleshooting, and backup environment maintenance.

Collaborated with technical teams to resolve incidents and maintain reliable backup and recovery operations.

CGPA: 8.6/10.

Score: 81/100.