ARUL TRAILOKYA
Customer Success | SaaS & E-commerce Operations Expert
Mumbai
Summary
Dynamic Certified Scrum Master with over 6 years of experience driving revenue growth, product adoption, and operational efficiency in high-growth SaaS and E-commerce sectors. Proven track record of managing high-value portfolios, highlighted by three rapid promotions within two years, showcasing excellence in technical implementation and automation. Expertise in optimizing the Post-Purchase Journey has led to significant reductions in order cancellations and effective management of Last-Mile delivery operations. Proficient in leveraging data-driven insights to enhance customer satisfaction, achieving a 15% increase in NPS and successfully executing expansion strategies that generated over $300K in incremental ARR.
Overview
15
15
years of professional experience
1
1
Certification
3
3
Languages
Work History
Installation Support Coordinator
NewAge Products
10.2024 - Current
- Last-Mile Delivery Optimization: Spearheaded the integration of AI-driven support systems, reducing installation bottlenecks and improving "First-Attempt Delivery Rates" by 25% (directly reducing potential RTOs).
- Order Lifecycle Management: Utilized Salesforce to orchestrate the Post-Purchase Journey, coordinating between customers and 3rd-party logistics/installers to ensure seamless service fulfillment and timely updates.
- Process Automation: Integrated an AI-powered scheduling bot to automate logistics coordination, reducing manual scheduling time by 38% and accelerating the "Order-to-Installation" cycle.
- Service Partner Enablement: Developed training programs for service partners (installers), leading to a 30% increase in Service Fulfillment Efficiency, ensuring high-quality brand representation at the customer's doorstep.
- Executive Reporting: Presented "Voice of Customer" (VoC) insights to stakeholders, driving product and process improvements that reduced post-delivery escalations.
Resolutions Specialist (Customer Success)
NewAge Products
02.2024 - 10.2024
- RTO & Cancellation Prevention: Developed retention strategies using customer behavior data to identify "at-risk" orders (pre-cancellation), successfully preventing revenue leakage and increasing Order Retention by 18%.
- Escalation Management: Managed high-severity escalations related to delivery and product dissatisfaction, utilizing Salesforce to reduce resolution TAT (Turnaround Time) by 25%.
- Customer Sentiment Analysis: Enhanced the customer experience through AI-driven sentiment analysis, identifying friction points in the delivery journey and increasing CSAT scores by 20%.
- Cross-Functional Collaboration: Partnered with Logistics and Supply Chain teams to resolve shipping exceptions and damage claims, ensuring consistent brand messaging and minimizing refund rates.
Customer Service Specialist (Customer Success)
NewAge Products
10.2023 - 02.2024
- Automated Customer Engagement: Leveraged AI-driven chat tools within Salesforce to streamline customer interactions, reducing Average Handle Time (AHT) by 20%.
- Post-Purchase Support: Ensured consistent engagement across multiple channels (Email/Chat) during the critical shipping phase, increasing CSAT by 15% through proactive status updates.
- Personalized Journeys: Implemented targeted strategies to boost NPS by 10%, focusing on personalized communication flows that kept customers informed and engaged until delivery completion.
Lead, Technical Enablement & Client Operations
Flycam Pictures
02.2016 - 10.2023
- Drone-as-a-Service & Enablement: Managed the end-to-end client lifecycle for 100+ enterprise accounts, transitioning industrial clients from ad-hoc rentals to structured, in-house drone programs through technical consultancy.
- Product Training & User Adoption: Designed and delivered customized technical training programs for industrial clients (Power, Solar, Infrastructure), empowering in-house teams to conduct inspections and mapping independently.
- Ongoing Technical Support: Provided continuous post-training support and troubleshooting, ensuring 98% client satisfaction by maintaining high operational standards and data accuracy for long-term projects.
- Cost-Optimization ROI: Developed a "Train-the-Trainer" model that eliminated the need for clients to outsource per-flight services, resulting in an estimated ₹8.5 Crores (~$1M USD) in cumulative cost savings for infrastructure repairs and operational overhead.
- Industrial Application Excellence: Spearheaded over 500km of power line and highway inspections, utilizing technical data insights to drive predictive maintenance and mitigate high-cost equipment failure.
NOC L2 Tech
Continuum Managed Solutions
12.2014 - 01.2016
- SaaS Partner Management: Acted as a technical advisor for Managed Service Providers (MSPs), ensuring the health and stability of BDR (Backup & Disaster Recovery) SaaS solutions across a diverse partner portfolio.
- Expansion Revenue & Upselling: Identified under-provisioned partner accounts during technical audits and recommended higher-tier Disaster Recovery (DR) packages, contributing to an estimated $25,000 (approx. ₹15 Lakhs) in incremental ARR through technical upselling.
- Partner Satisfaction: Delivered high-impact technical support across multiple channels, resulting in a 15% increase in Partner Satisfaction scores by resolving 80–90 complex cases per month.
- Technical Implementation: Improved the partner experience by 10% by removing technical impediments and managing API integrations between the Continuum platform and partner environments.
Strategic Account Manager
eClinicalWorks
03.2012 - 12.2014
- SaaS Portfolio Management: Managed a high-value portfolio of healthcare enterprise accounts, focusing on driving adoption and long-term retention of cloud-based EHR and Practice Management (PM) solutions.
- Revenue Growth & Expansion: Identified strategic upsell/cross-sell opportunities for patient engagement and interoperability tools, directly generating over $300,000+ (approx. ₹2.5 Crores) in incremental ARR.
- Net Revenue Retention (NRR): Improved long-term account health and delivered a 15% increase in renewal rates by aligning product solutions with clinical and business goals.
- Executive Business Reviews (QBRs/MBRs): Conducted strategic Quarterly Business Reviews with C-level stakeholders, presenting product health metrics, data insights, and measurable ROI to secure executive buy-in.
- Cloud Transformation: Successfully migrated legacy on-premise clients to cloud-based environments, resulting in 20% operational cost savings for clients.
Technical Support Professional
Sitel India Pvt Ltd
09.2010 - 03.2012
- Resolved 85% of Windows PC issues for US customers, exceeding targets by 10%, and maintained a stellar 98% SLA compliance, demonstrating technical expertise and customer-centric approach
- Utilized curiosity and technical knowledge to diagnose and fix a wide range of Windows PC problems, and maintained detailed logs for clear documentation and efficient task management
- Achieved a CSAT score of 92% for US customers, exceeding company benchmarks by 5%, and boosted NPS by 15% among US clients, indicating high loyalty and customer satisfaction
Education
Bachelor of Science - Information Technology
SIKKIM MANIPAL UNIVERSITY
04.2001 -
Associate of Science - Science
BSGD Jr. College of Science
04.2001 -
Secondary School Certificate -
Gurukul Highschool
03.2006
Skills
Certification
Certified Scrum Master (CSM ID: 001655685) — Scrum Alliance
Timeline
Installation Support Coordinator
NewAge Products
10.2024 - Current
Resolutions Specialist (Customer Success)
NewAge Products
02.2024 - 10.2024
Customer Service Specialist (Customer Success)
NewAge Products
10.2023 - 02.2024
Lead, Technical Enablement & Client Operations
Flycam Pictures
02.2016 - 10.2023
NOC L2 Tech
Continuum Managed Solutions
12.2014 - 01.2016
Strategic Account Manager
eClinicalWorks
03.2012 - 12.2014
Technical Support Professional
Sitel India Pvt Ltd
09.2010 - 03.2012
Bachelor of Science - Information Technology
SIKKIM MANIPAL UNIVERSITY
04.2001 -
Associate of Science - Science
BSGD Jr. College of Science
04.2001 -
Secondary School Certificate -
Gurukul Highschool