Jyoti Sen
New Delhi
Summary
Product-focused professional with 4+ years of experience in SaaS-based solutions, customer success, and technical support. Experienced in owning product modules, gathering requirements, and collaborating with cross-functional teams to deliver impactful features. Strong understanding of product lifecycle, client needs, and data-driven improvements. Seeking to transition into a Product Owner/Product Development role or AI-driven products.
Overview
5
5
years of professional experience
Work History
Customer Success Manager | Product Owner(FR,VMS)
ThirdEye AI
Gurugram
04.2024 - 02.2026
- Acted as Product Owner for Manpower solutions(FR,Access control,VMS,Workforce management etc), driving feature enhancements and client-focused improvements
- Analysed customer feedback to identify trends and areas for improvement, driving product enhancements.
- Conducted regular review meetings with clients, assessing service performance and aligning future objectives.
- Supported customers through implementation, adoption, renewal and growth to drive long-term success and value.
- Crafted personalised customer success plans, setting clear goals and milestones for client engagements.
- Gathered and translated business requirements into user stories and functional specifications
- Collaborated with engineering teams for feature development, bug fixes, and product releases
- Prioritized product backlog based on customer impact and business goals
- Conducted User Acceptance Testing (UAT) and ensured quality product delivery
- Managed end-to-end client lifecycle including onboarding, implementation, and adoption
- Delivered SaaS solutions across domains like Workforce Management, Machine Monitoring, and Access Control
- Improved customer satisfaction by 20% through proactive issue resolution and product optimization
- Worked closely with stakeholders to identify product gaps and recommend scalable solutions
Senior Support Engineer
Cavitak Marketing Pvt Ltd
Gujarat
03.2023 - 03.2024
- Provided L1 & L2 support for SaaS-based access control systems (Suprema, Salto)
- Collaborated with product and technical teams to resolve system-level issues
- Supported cloud configuration, integration, and troubleshooting of deployed solutions
- Managed ticket lifecycle using ERP systems, improving response and resolution efficiency
- Contributed to product improvement by identifying recurring issues and suggesting enhancements
Technical Team Lead
Realtime Biometrics India Pvt Ltd
03.2021 - 03.2023
- Led a team of support engineers delivering L1-L3 support for SaaS-based biometric systems
- Actively contributed to requirement gathering and solution design for client deployments
- Collaborated with development teams on bug fixes and feature enhancements
- Conducted client onboarding, training, and post-deployment support
- Improved product adoption by 30% and ensured SLA compliance above 98%
- Assisted Product team triage issues and bugs to decrease customer pain points.
- Translated user stories into technical requirements and viable product features.
Education
Bachelor's Degree - CS
Jaipur National University
CBSE - 12th - PCM
Moti Ram Memorial Girls Sr. Sec. School
CBSE - 10th - PCM
Moti Ram Memorial Girls Sr. Sec. School
Skills
- Requirement Gathering & Analysis
- User Stories & Acceptance Criteria
- Product Lifecycle Management
- UAT
- Product Testing
- Stakeholder Management
- Agile
- Scrum Basics
- SaaS Product Support (L1, L2, L3)
- Face Recognition Systems
- Access Control Systems
- Ticketing Tools (Zoho, ERP)
- Root Cause Analysis
- Troubleshooting
- Communication
- Client Handling
- Problem Solving
- Cross-functional Collaboration
- Team Leadership
- Customer retention strategies
- Product management
Accomplishments
- Improved customer satisfaction by 20% through proactive support and product improvements.
- Increased product adoption by 30% via effective onboarding and training.
- Maintained SLA compliance above 98% in high-pressure environments.
Additional information
AI (Face Recognition), SaaS, Access Control, Automation Systems, Product Owner, Product Development roles AI domains
Custom Section
Requirement Gathering & Analysis, User Stories & Acceptance Criteria, Product Lifecycle Management, UAT & Product Testing, Stakeholder Management, Agile & Scrum Basics, SaaS Product Support (L1, L2, L3), Face Recognition Systems, Access Control Systems, Ticketing Tools (Zoho, ERP), Root Cause Analysis & Troubleshooting, Communication & Client Handling, Problem Solving, Cross-functional Collaboration, Team Leadership
Websites, Portfolios and Profiles
https://www.linkedin.com/in/jyoti-sen-7b770b17a
Timeline
Customer Success Manager | Product Owner(FR,VMS)
ThirdEye AI
04.2024 - 02.2026
Senior Support Engineer
Cavitak Marketing Pvt Ltd
03.2023 - 03.2024
Technical Team Lead
Realtime Biometrics India Pvt Ltd
03.2021 - 03.2023
Bachelor's Degree - CS
Jaipur National University
CBSE - 12th - PCM
Moti Ram Memorial Girls Sr. Sec. School
CBSE - 10th - PCM
Moti Ram Memorial Girls Sr. Sec. School