Dibyani Singh
Ahmedabad
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior, Technical Support Consultant, ICX
Adobe System Pvt Ltd
Noida
04.2022 - Current
- Deliver high-quality customer and technical support for global B2B/B2C SaaS customers, ensuring strong CSAT and customer retention.
- Handle complex customer concerns, billing issues, technical escalations, and executive-level cases with strong problem-solving skills.
- Drive ARR growth through upselling, attach motions, renewals, and customer success initiatives.
- Act as a Subject Matter Expert (SME) for advanced customer scenarios and mentor frontline teams on retention and solution-based selling.
- Analyze customer trends, support metrics, and service gaps to improve processes and customer experience.
- Collaborate with Engineering, Product, and Sales teams to accelerate issue resolution and improve business outcomes.
- Lead onboarding assistance, customer education, and process improvement initiatives to streamline support delivery.
- Maintain detailed CRM documentation and customer interaction records using Salesforce, Zendesk, and Jira.
- Consistently recognized as a top performer for retention, ARR contribution, and customer satisfaction metrics.
Technical Advisor
Teleperformance UK
Gurugram, India
06.2020 - 02.2022
- Provided advanced technical support and customer guidance for SaaS and enterprise solutions.
- Assisted customers with troubleshooting, technical issue resolution, and product adoption.
- Collaborated with internal stakeholders to resolve escalated customer concerns efficiently.
- Supported customer retention initiatives through solution-focused communication and proactive engagement.
- Contributed to improved customer experience and operational efficiency through process adherence and issue analysis.
Customer Associate
Globiva
Gurugram, India
06.2019 - 05.2020
- Managed inbound and outbound customer interactions for support and sales operations.
- Identified upselling opportunities while delivering strong customer service experiences.
- Assisted customers with product information, account support, and issue resolution.
- Maintained customer records and ensured timely follow-ups for enhanced customer satisfaction.
Education
Bachelor of Arts in Political Science
Mahatma Gandhi Kashi Vidyapith
Varanasi, UP01-2016
Skills
- Customer Success & Retention
- Technical Support & Escalation Management
- SaaS & Enterprise Support
- ARR Growth & Attach Motions
- Executive Escalation Handling
- Customer Experience (CSAT)
- Stakeholder Management
- Solution Selling
- Process Improvement
- Team Mentoring & Coaching
- Data Analysis & Reporting
- CRM Management
- Cross-functional Collaboration
- Salesforce, Zendesk, Jira
Certification
- Six Sigma Green Belt – LinkedIn Learning
- Microsoft Project: Planning for Successful Project Management – LinkedIn Learning
Accomplishments
- GAVA Award at Adobe for outstanding customer experience innovation
- Top Performer for Quarterly and Annual KPIs including Retention, ARR Contribution, and Client CSAT
Timeline
Senior, Technical Support Consultant, ICX
Adobe System Pvt Ltd
04.2022 - Current
Technical Advisor
Teleperformance UK
06.2020 - 02.2022
Customer Associate
Globiva
06.2019 - 05.2020
Bachelor of Arts in Political Science
Mahatma Gandhi Kashi Vidyapith