Work Experience
I have worked on various innovative projects that focus on productivity and user experience, driving impactful solutions in the tech industry. My versatile experience spans early to mid-stage startups in both B2B SaaS and B2C spaces. I've created productivity apps as a product creator, managing diverse responsibilities and driving impactful solutions.
Product and Customer Success Manager
Xorosoft Inc.
October 2023 - August 2024
Managed dual roles of Product Manager and Customer Success, effectively balancing product development and customer satisfaction, which led to a 15% improvement in product delivery timelines and a 25% increase in customer satisfaction scores.
Led a cross-functional team consisting of 4 developers, 1 designer, and 2 testers to successfully deliver and build complex ERP system modules.
Developed and executed product strategies, roadmaps, and feature prioritization based on customer feedback and market analysis.
Supervised a team of 4 team leaders in technical support, providing strategic direction and overseeing daily operations. This leadership role included setting performance metrics, optimizing workflows, and implementing new support strategies.
Enhanced customer satisfaction, reflected by a 20% increase in positive G2 reviews.
Technical Support Executive
Xorosoft Inc.
October 2018 - October 2020
Conducted extensive market research from scratch, identifying key consumer segments and emerging trends, supporting Nomadic Feet's product strategy as a startup.
Analyzed product performance data, identifying critical KPIs such as user engagement, customer satisfaction, churn rate and conversion rate, leading to a 15% increase in user engagement and a 25% reduction in customer complaints, optimizing the overall user experience.
Collaborated with product managers, developers, and marketing teams to align product features with market demands, resulting in a 20% increase in customer satisfaction scores.
Supported product strategy by providing insights from market research, which contributed to a 25% growth in market share over six months.
Conducted research and generated reports, leading to data-driven decisions that enhanced product engagement.
Directed onboarding processes for new customers, ensuring a smooth transition and setup experience.
Developed and maintained strong relationships with key customers, acting as their primary point of contact for any issues or feedback.
Collected over 50 positive G2 reviews, significantly boosting the company's online reputation.
Managed a technical support team of 12 members, focusing on enhancing service quality and operational efficiency. This involved training, performance evaluation, and fostering a collaborative environment. Under my leadership, the team achieved a 25% increase in first- Education contact resolution rates and a 30% improvement in customer satisfaction scores.
Trained and monitored over 10 junior client support executives, developing training materials and mentoring them to enhance their skills.
Customer Success Lead
Xorosoft Inc.
June 2022 - October 2023
Mohali, India
Mohali, India
October 2020 - June 2022
Mohali, India
Provided technical support to customers, resolving issues promptly and effectively.
Collaborated with product teams to identify and resolve recurring technical issues, enhancing product stability and performance.
Conducted training sessions and created support documentation to assist customers.
Implemented feedback loops to ensure continuous improvement in technical support processes.
Managed customer tickets and development tickets, ensuring timely resolution and client satisfaction.
Product Analyst
Nomadic Feet
New Delhi, India
Educator & Coach
June 2016 - October 2018
Oasis Hub Institute
Mohali, India
Prepared students for banking exams including general studies, mathematics, and reasoning.
Successfully increased student enrollment and retention rates by fostering a supportive learning environment.
Led workshops and seminars to prepare students for exams, providing hands-on learning experiences and expert guidance.
Analyzed student performance data to identify areas for improvement in teaching strategies and curriculum design.