Cricket
Kartik Anandaraj
Customer Success Lead
Mumbai
Summary
Dynamic individual with hands-on experience in Customer Success and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
2026
2026
years of professional experience
4
4
years of post-secondary education
1
1
Certificate
4
4
Languages
Work History
Customer Success Lead
Discern Security
02.2025 - Current
- Customer Relationship Management: Managing a portfolio of enterprise clients, ensuring high satisfaction and retention through proactive engagement, and timely resolution of queries.
- Product Education & Training: Conducting onboarding sessions, walkthroughs, and continuous training to help customers understand and utilize our cybersecurity solutions effectively.
- Technical Consultation: Acting as a bridge between customers and internal teams, translating client feedback into actionable insights for product and engineering.
- Product Enhancements & Feature Requests: Gathering new requirements, prioritizing them based on business impact, and coordinating with the engineering team to deliver enhancements that improve the customer experience.
- Pre-Sales Support: Leading product demonstrations for prospective clients, showcasing key features, and addressing technical questions to support the sales cycle.
- Account Growth and Retention: Monitoring account health, anticipating potential challenges, and implementing strategies to maximize renewal and upsell opportunities.
- Cross-Functional Collaboration: Working closely with Product, Engineering, and Sales teams to ensure customer feedback influences roadmap decisions, and overall product direction.
Presales Engineer
Threatcop
01.2024 - 01.2025
- Educated clients on the technical aspects of products, ensuring they had a clear understanding of functionality and benefits.
- Participated in industry events and conferences, representing company products while engaging potential customers.
- Delivered compelling product demonstrations that showcased key features and benefits, leading to higher conversion rates.
- Streamlined the pre-sales process for increased efficiency and accelerated deal closure rates.
- Worked closely with post-sales teams to ensure smooth project handoffs, minimizing any disruptions in service delivery.
- Provided critical input on new product development initiatives based on feedback from prospects and existing customers.
- Managed the RFP/RFI response process, ensuring timely delivery of accurate and comprehensive proposals to prospective clients.
- Evaluated competitors'' offerings to identify areas where company products could excel or needed enhancements.
Sales Engineer
Samespace India Pvt. Ltd
4 2022 - 01.2024
- Proficient in understanding complex technical solutions and translating them into clear, customer-focused communication
- Led technical product demonstrations, showcasing capabilities of AI-driven products and services, and contributed to 25% growth in AI customer base.
- Proven ability to collaborate cross-functionally with sales, product development, and customer support teams
- Recommended changes, improvements, or enhancements in products to product development team based on customer feedback.
- Managed technical integration, systems engineering program management, customer support and program management
- Prepared cost estimates and bid documents by studying customer RFPs and consulting with project managers.
Technical Support Advisor
Samespace India Pvt. Ltd
10.2020 - 03.2022
- Proficiently address product inquiries and tackle intricate technical support matters through email, chat, and phone communication channels
- Proficiency in identifying and resolving technical issues reported by customers
- Collaborate closely with Quality Assurance (QA) and engineering teams to troubleshoot and rectify errors and bugs
- Showcased strong teamwork by working closely with internal teams, including Sales, QA, Engineering, and Product Management, to ensure everything runs smoothly.
- Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service calls by 50%.
GIS Analyst
Magna Infotech (Client - Accenture)
02.2019 - 10.2020
- Proficiently analyze geographic data, employing advanced spatial modeling, topological analysis, and geospatial data manipulation to support engineering projects
- Seamlessly integrate geospatial information with engineering datasets, facilitating informed decision-making and precise project planning
- Expertly manage and update geo databases, ensuring integrity and accessibility of spatial data critical for diverse engineering applications.
Education
Bachelor of Engineering - Electronics And Telecommunications
University of Mumbai
Mumbai, India 08.2014 - 06.2018
Skills
Cybersecurity
Customer Experience
Product Demonstration
Pre-sales support
Requirements management
VoIP
CRM
Javascript
Certification
Cisco Certified Network Associate (CCNA) from Jetking Infotrain, Mumbai.
Interests
Music
Photography
Reading Books
Timeline
Customer Success Lead
Discern Security
02.2025 - Current
Presales Engineer
Threatcop
01.2024 - 01.2025
Technical Support Advisor
Samespace India Pvt. Ltd
10.2020 - 03.2022
GIS Analyst
Magna Infotech (Client - Accenture)
02.2019 - 10.2020
Bachelor of Engineering - Electronics And Telecommunications
University of Mumbai
08.2014 - 06.2018
Sales Engineer
Samespace India Pvt. Ltd
4 2022 - 01.2024
Languages
English
Advanced
Hindi
Advanced
Marathi
Advanced
Tamil
Intermediate