Harshwardhan Ghadge
Pune
Summary
Dynamic Customer Success Specialist at Veritas Technologies with a proven track record in enhancing client satisfaction and retention. Leveraging strong communication and strategic planning skills, I effectively resolve complex issues and drive successful outcomes. My technical expertise in automation testing complements my ability to foster relationships and deliver exceptional service.
Overview
6
6
years of professional experience
Work History
Customer Success Specialist
Veritas Technologies / Cohesity
Pune
11.2023 - Current
- As a Customer Success Specialist at Veritas Technologies, I am responsible for ensuring the success and satisfaction of our clients. My role involves building strong relationships with customers, understanding their needs, and providing them with effective solutions to achieve their business goals. I also collaborate with cross-functional teams to deliver exceptional customer service and drive retention.
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
- Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
- Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
- Prepare documentation or visuals of campaign performance for the client; analyze trends in CSAT and NPS scores to identify areas for improvement.
- Work with sales and marketing teams to boost customer referrals and develop case studies.
- Supported deal desk operations by coordinating quote approvals, processing special pricing requests, and ensuring compliance with internal policies.
- Partnered with sales and finance to streamline order processing and contract validations, accelerating deal closure timelines.
- Provided Level 1–2 technical support for backup and recovery products, assisting customers in resolving technical issues through remote sessions and knowledge base solutions.
- Logged, tracked, and escalated support tickets in ServiceNow, ensuring SLA adherence and prompt follow-up.
Customer Care Representative
Amazon
Pune
08.2019 - 10.2023
- As a Customer Care Representative at Amazon India, I was responsible for providing exceptional customer service through various channels such as phone, email, and chat. I handled a high volume of customer inquiries and resolved issues promptly to ensure customer satisfaction.
- Responded to customer inquiries via phone, email, and chat
- Resolved customer issues in a timely manner
- Maintained a high level of professionalism and empathy
- Collaborated with cross-functional teams to resolve complex issues
- Ensured accuracy in updating customer information and records
- Received positive feedback from customers for excellent service delivery
- Worked as a trainer and trained new team members on company policies.
- Worked as SME for 3 years and assisted new team members in process and communication skills.
Education
B.E - Information Technology
P.E.S Modern College Of Engineering
Pune, India01.2020
Diploma - Information Technology
Government Polytechnic
Pune, India01.2017
P.E.S Modern English Medium School
Pune, India01.2011
Skills
- Technical Knowledge
- Java
- Selenium
- Automation Testing
- Research Abilities
- Time Management
- Project Management
- Leadership Skill
- Organization Skills
- Communication Skills
Languages
English, Hindi, Marathi
Hobbies and Interests
Traveling, Reading, Video games
Awards
State level Netball Player, District level Basketball player.
Timeline
Customer Success Specialist
Veritas Technologies / Cohesity
11.2023 - Current
Customer Care Representative
Amazon
08.2019 - 10.2023
B.E - Information Technology
P.E.S Modern College Of Engineering
Diploma - Information Technology
Government Polytechnic
P.E.S Modern English Medium School
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