Jignesh Sharma

Manage post-sales relationships for SaaS customers, ensuring successful onboarding, product adoption, retention, and long-term account success.

Key Contributions:

• Manage SMB and mid-market SaaS customers across onboarding, training, adoption, and renewal lifecycle
  • Deliver live product onboarding sessions and training workshops to ensure customers achieve rapid time-to-value
  • Analyze product usage data to identify adoption gaps, churn risks, and growth opportunities
  • Guide customers in aligning product capabilities with their business processes and customer engagement goals
  • Troubleshoot complex SaaS configuration issues via chat, email, and video sessions
  • Partner with Product and Engineering teams to resolve customer issues and provide product feedback
  • Maintain detailed documentation of customer interactions and success activities within CRM systems
  • Support renewal conversations by ensuring customers consistently realize measurable value from the platform

Customer Support Leadership Experience

• Previously served as Customer Support Team Lead managing a global support team
  • Handled 40+ Jira tickets and 20+ customer chats daily while delivering high-quality video troubleshooting support
  • Managed high-priority escalations and conducted root cause analysis to prevent recurring issues
  • Coached team members on troubleshooting strategies, customer communication, and best practices
  • Improved overall customer experience by optimizing support workflows and internal processes

Managed customer relationships across onboarding, adoption, and retention stages while ensuring high levels of customer satisfaction.

Key Contributions

• Managed a portfolio of B2B SaaS customers and guided them through onboarding and platform configuration
• Conducted product demonstrations and training sessions to improve product adoption
• Performed usage analysis and health checks to identify churn risks and expansion opportunities
• Led customer implementations and coordinated technical integrations with internal teams
• Collaborated with Product and Engineering teams as the voice of the customer
• Maintained CSAT scores above 90% through proactive communication and timely issue resolution

Additional Responsibilities

• Created knowledge base documentation and customer support articles
• Produced tutorial videos to help customers better understand platform functionality
• Managed Tier-2 technical support escalations

Provided multi-channel customer support and helped improve customer retention through effective issue resolution.

Key Contributions

• Delivered customer support via email, chat, and phone while maintaining strong SLA performance
• Resolved technical and account-related issues efficiently to improve customer satisfaction
• Assisted customers in understanding product features and resolving usage challenges
• Trained new hires on support processes and customer communication best practices