Angeline Soundarya D
Customer Success Specialist
Bengaluru,KA
Summary
Customer Success Specialist with 5+ years of experience supporting enterprise customers, strengthening customer relationships, driving product adoption, and ensuring secure, successful delivery of cloud solutions. Proven ability to manage customer portfolios, collaborate with cross-functional technical teams, track usage signals, and improve customer outcomes. Skilled in building and maintaining strategic partnerships with global stakeholders to drive organizational change, delivering quantifiable results and substantial gains in CSAT and other internal metrics.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical CS Specialist
Amazon Web Services (AWS)
Bengaluru, IN
10.2022 - Current
- Managed enterprise customer assignments and onboarding: updated CMC systems, coordinated stakeholder introductions, configured BRE notifications, and executed structured handover processes
- Categorized and supported customers across 5 severity tiers based on engagement frequency and task complexity (High Touch to No Touch models)
- Delivered complex support including cost optimization, reporting, cost allocation, and custom solutions for high-touch enterprise accounts
- Proficient in Enterprise Support, EDP, Cost Explorer, and Support Charging
- Coordinated cross-functional communication with account teams and stakeholders to align on customer goals and support expectations
- Executed knowledge transfer sessions covering customer context, pending tasks, resources, and contact documentation
- Served as an on-call SME, ensuring real time SLAs, resolving escalations, and analyzing CSAT feedback to drive process improvements.
- Delivered WBR and MBR to enterprise customers on Cost Trends and cost optimization opportunities.
- Partnered with engineering, security and account teams to measure quality solution delivery and alignment with business goals.
- Continually seek knowledge on AWS best practices in order to educate customers about trends, technologies, and approaches.
- Collaborated with peers to implement global process improvements, contributing to teams KPIs and increased efficiency. Partnered with TAMs to resolve escalations, mitigate risks, and ensure timely resolution.
- Conducted health checks and analytics to identify adoption gaps and strengthen customer success metrics.
- Performed compliance audits for teams globally and provided reports influencing leadership decision on adoption, remediation and customer strategy.
- Technical CS Associate | June 2020 – Sep 2022
- - POC for process improvement initiatives; contributed to Kaizen projects as Subject Matter Expert (SME). Contributed to 15+ individual process improvement initiatives.
- - Delivered global training as a recognized trainer—led onboarding for 3 new hire batches and provided on-the-job training (OJT) support across multiple sites.
- - Improved customer satisfaction through issue resolution and proactive communication.
Technical Support Associate
IBM (Maersk Client)
Bengaluru, IN
03.2019 - 08.2019
- Delivered technical support and issue resolution for enterprise clients, minimizing downtime.
- Troubleshooting system and network problems, diagnosing and solving hardware or software faults.
- Provide support, including procedural documentation and relevant reports.
- Support the roll-out of new applications
Education
Bachelor of Engineering - Computer science
Alpha College of Engineering
01-2018
Certification
AWS Certified Cloud Practitioner | AWS Partner: Generative AI Essentials | Train the Trainer (T3) | Making Great Hiring Decisions (MGHD) | AWS Mentor Accreditation Program Certified
Timeline
Technical CS Specialist
Amazon Web Services (AWS)
10.2022 - Current
Technical Support Associate
IBM (Maersk Client)
03.2019 - 08.2019
Bachelor of Engineering - Computer science
Alpha College of Engineering