Professional Summary
Results-driven Client Success & Technical Operations professional with 9+ years of experience managing enterprise SaaS clients across Americas and EU markets. Proven expertise in end-to-end client onboarding, incident resolution, API integrations, and platform configuration using CI/CD pipelines. Skilled at translating complex technical requirements into measurable business outcomes through SQL-driven reporting and cross-functional collaboration. Currently advancing expertise in Generative AI for Business at IIM Lucknow, with applied focus on leveraging AI for Learning & Development and client enablement. Certified Scrum Master with a track record of improving SLA compliance, driving product adoption, and reducing churn.
Education
Executive Program in AI for Business
2024-01-01
Indian Institute of Management (IIM) Lucknow
Bachelor of Computer Applications (BCA)
2010-09-01
2013-06-30
West Bengal University of Technology
Interests
AI & Generative AI for Business
SaaS Client Success & Onboarding
Workflow Automation (n8n, APIs)
Motorcycle Touring & Photography
Skills & Expertise
Client Success
Onboarding & Implementation
Retention & Churn Reduction
SLA Governance & Escalation
QBRs & Executive Stakeholder Mgmt
Technical
SQL Reporting
REST APIs & Postman
Docker & CI/CD (Jenkins)
Incident Management
AI & Automation
Generative AI for Business
n8n Workflow Automation
Streamlit & Python
Experience
Client Success Specialist
Vantage Circle
Led end-to-end onboarding for enterprise clients across North America and Europe. Served as primary escalation point for P1/P2 incidents, improving SLA compliance by 20%. Configured platform customizations via CI/CD pipelines (Jenkins) and delivered REST API integrations via Postman. Created L&D content using Generative AI tools, increasing product adoption rates. Authored SQL-driven QBR presentations influencing key account renewal decisions.
Support Specialist
Vimeo
Resolved 200+ client issues weekly with consistent 95%+ CSAT score. Created self-service knowledge base articles, deflecting 15% of inbound support volume. Specialized in live video streaming troubleshooting, CDN performance, and API-based embed configurations.
Client Success Specialist
Vantage Circle
Onboarded 15+ mid-market and enterprise SaaS clients within committed go-live timelines. Designed client engagement plans reducing early churn risk by 30%. Generated SQL and API-based reports for client rewards and wellness program insights.
Sr. Executive — Operations & Support
Vantage Circle
Owned escalation management for enterprise and SMB clients across multiple SaaS modules. Developed internal SOPs and client communication templates adopted across the operations team.
Customer Service Representative
Groupon
Managed customer escalations, app troubleshooting, and merchant dispute resolution via Zendesk. Maintained top-quartile CSAT scores across high-volume chat and email channels.
Technical Support & Project Associate
Xtreme Webs Pvt. Ltd.
Provided technical support for newly launched websites. Managed client communication end-to-end, translating requirements into actionable tasks.
Education
Executive Program in AI for Business
Indian Institute of Management (IIM) Lucknow
Bachelor of Computer Applications (BCA)
West Bengal University of Technology
Projects
Local LLM Setup
Running large language models locally with Ollama — no cloud costs, full data privacy — with a Streamlit UI and Tavily web search integration.
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Certifications
Executive Program in AI for Business
IIM Lucknow ∙
January 2024
Currently enrolled — advancing expertise in Generative AI for business applications.
Certified Scrum Master (CSM)
Scrum Alliance ∙
January 2023
Google IT Support Specialization
Google / Coursera ∙
January 2022
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