Darshana Harikumar
Bengaluru
Summary
Product specialist with over 5 years of experience in product operations, customer success, technical support, and project coordination within SaaS and enterprise software. Demonstrated ability to collaborate with cross-functional teams, drive product adoption, and resolve complex customer issues. Proficient in CRM platforms, stakeholder management, analytics, and technical troubleshooting. Strong knowledge of agile methodologies, AI-enabled SaaS products, and data-driven decision-making to enhance customer experiences and support business growth.
Overview
3
3
Languages
5
5
years of professional experience
Work History
Product Specialist (operations)
FRESHWORKS
Bengaluru
05.2025 - Current
- Resolved complex technical and product-related issues for enterprise customers to drive successful adoption of Freshworks SaaS products.
- Collaborated with product, engineering, sales, customer success, and support teams to enhance customer experience and product performance.
- Analyzed customer feedback and recurring issues to recommend product improvements and boost platform usability.
- Handled escalated issues for high-value enterprise customers while consistently meeting SLA commitments.
- Provided product expertise during customer interactions, demonstrations, and implementation discussions.
- Worked with engineering teams on defect investigation, root cause analysis, and feature validation.
- Supported CRM-based customer engagement utilizing Freshdesk and Salesforce.
- Monitored customer usage trends to identify opportunities for improving product adoption and retention.
IT ASSOCIATE-HELPDESK (Service Delivery Operations)
SUTHERLAND GLOBAL SERVICES PVT LTD
Kochi
11.2023 - 05.2025
- Provided technical support for McAfee cybersecurity products across enterprise customers.
- Resolved software networking and security issues while ensuring SLA compliance.
- Educated customers on product capabilities to enhance utilization.
- Documented recurring technical issues to inform product quality improvements.
- Assisted with installation, configuration, and troubleshooting of enterprise security products.
- Collaborated with internal engineering teams to investigate and address product defects.
PRODUCT ASSOCIATE INTERNSHIP (Unpaid)
MightyBit Technologies Pvt Ltd (Daashfit)
Remote
09.2023 - 12.2023
- Collaborated with founders to define product features and planning strategies.
- Conducted market research and competitor analysis to uncover product opportunities.
- Gathered user feedback, translating insights into actionable product enhancement recommendations.
- Participated in user acceptance testing to validate features and ensure quality standards.
- Contributed to website optimization, product design, and feature ideation processes.
- Worked with product and engineering teams within an agile startup environment.
Associate Operations Analyst
IMPRESS.AI
Kochi
02.2022 - 08.2022
- Collaborated with product managers and stakeholders to enhance platform functionality.
- Conducted quality assurance testing and optimized workflows for efficiency.
- Delivered onboarding and product training to international enterprise customers.
- Gathered customer feedback and business requirements for targeted product enhancements.
- Worked with cross-functional teams to boost operational efficiency and improve customer experience.
- Performed data analysis to identify workflow improvements that supported business decisions.
PROJECT COORDINATOR (OPERATIONS)
GRAPHENE AUTOMATION PVT LTD
Kochi
02.2021 - 01.2022
- Coordinated end-to-end project execution with cross-functional teams and customers.
- Conducted technical consultations, product demonstrations, and solution presentations.
- Collaborated with stakeholders to gather customer requirements and deliver tailored solutions.
- Managed procurement processes, vendor coordination, and project timelines.
- Negotiated commercial proposals while supporting business development activities.
- Monitored project KPIs to ensure on-time delivery and customer satisfaction.
Education
B.TECH -
SCMS SCHOOL OF ENGINEERING AND TECHNOLOGY
Karukutty, KERALA01-2020
Skills
Technical Skills
- Product Management,Product Strategy, Customer Success, CRM (Freshdesk, Salesforce), Product Analytics, SQL, Microsoft Excel, Python, HTML, CSS, JavaScript, Jira, Confluence, AI-powered SaaS Products, Technical Troubleshooting, Networking (TCP/IP, DNS, DHCP, VPN, Firewall), Cloud Computing, Agile Methodologies, Product Demonstrations, Stakeholder Management, Incident Management, Process Improvement
Core Competencies
- Strategic Leadership, Cross-functional Collaboration, Customer Lifecycle, Management, Product Adoption, Product Support, Business Analysis, Root Cause Analysis, Escalation Management, Client Relationship Management, Data-driven Decision Making, Market Research, Product Enhancement, User Experience Improvement, Technical Documentation
Training & Enablement, Product implementation, Technical troubleshooting, User feedback analysis
Product Management Highlights
- Collaborated with engineering teams to investigate product defects and validate fixes.
- Led customer escalations involving enterprise SaaS products.
- Conducted customer onboarding and product demonstrations.
- Gathered Voice of Customer (VoC) feedback for product improvements.
- Worked with CRM platforms including Salesforce and Freshdesk.
- Participated in feature validation and release testing.
- Improved customer adoption through proactive issue resolution.
- Managed stakeholder communication across Product, Engineering, Sales, and Customer Success teams.
Languages
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Malayalam
Advanced (C1)
C1
Timeline
Product Specialist (operations)
FRESHWORKS
05.2025 - Current
IT ASSOCIATE-HELPDESK (Service Delivery Operations)
SUTHERLAND GLOBAL SERVICES PVT LTD
11.2023 - 05.2025
PRODUCT ASSOCIATE INTERNSHIP (Unpaid)
MightyBit Technologies Pvt Ltd (Daashfit)
09.2023 - 12.2023
Associate Operations Analyst
IMPRESS.AI
02.2022 - 08.2022
PROJECT COORDINATOR (OPERATIONS)
GRAPHENE AUTOMATION PVT LTD
02.2021 - 01.2022
B.TECH -
SCMS SCHOOL OF ENGINEERING AND TECHNOLOGY