Customer Success Specialist

Owned relationships with global customers across onboarding, implementation, platform setup, account configuration, product adoption, engagement, issue resolution, and retention. Guided customers through compliance-related workflows and product processes to improve time-to-value.

Monitored customer engagement and account-health signals, identified risks, and coordinated resolutions with Product, Engineering, Compliance, and Support teams. Maintained 95–98% gross retention and contributed to 68% expansion revenue growth through proactive engagement, value-aligned recommendations, and upselling opportunities.

Managed international customer communications through email, chat, and video calls. Maintained customer records in Salesforce and Zendesk, developed documentation and FAQs, captured voice-of-customer feedback, and used AI productivity tools to improve research, communication, and workflow efficiency.

Managed relationships with more than 1,500 eCommerce partners in a high-volume technology and SaaS environment. Supported partner onboarding, relationship management, renewal activities, and account-health monitoring.

Proactively addressed at-risk partner relationships and coordinated with Product, Operations, and Support teams to resolve escalated issues and maintain service quality. Maintained CRM records, delivered performance reports, and provided structured updates to internal and external stakeholders.

Identified recurring operational gaps and contributed to process-improvement initiatives.

Managed high-volume customer interactions across phone, chat, email, and social media while maintaining service-quality standards. Supported customer onboarding, account verification, platform education, and issue resolution.

Investigated recurring customer issues and contributed to process improvements that improved first-contact resolution. Collaborated with Product, Engineering, and Compliance teams to investigate and resolve complex customer concerns.

Bachelor of Technology completed at M.M University, Haryana, India.