Summary
Overview
Work History
Education
Skills
LANGUAGES
Hobbies and Interests
Timeline
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Maan Thapa

Hyderabad

Summary

Experienced specialist in Customer Support and Success Management with 15+ Years of professional experience, emphasizing Customer Success. 7 years of expertise in SaaS B2B products, skilled at building loyalty, improving retention, and cultivating client relationships. Proficient in team leadership, process optimization, and leveraging data-driven insights to enhance customer experiences. Effective in handling high-pressure situations, resolving complex issues, and implementing strategic initiatives for business growth while ensuring exceptional service delivery and customer satisfaction. Dedicated to continuous improvement to deliver value for clients and the organization.

Overview

17
17
years of professional experience

Work History

Senior Business Process Executive

Copart India
03.2025 - Current
  • Customer Success
  • Copart – Online Vehicle Auction Platform
  • Led customer onboarding and success initiatives for Copart’s global online auction platform, serving clients across the United States, Canada, UK, EU, and the Middle East. Guided new members through account setup and licensing requirements in compliance with regional and state-specific regulations, ensuring a smooth and compliant onboarding experience.
  • Leveraged internal tools to assist customers in locating specific inventory—including cars, heavy vehicles, boats, motorcycles, and aircraft—while providing detailed, accurate information to support purchasing decisions. Acted as a key liaison between customers and internal account teams to resolve complex issues related to inventory, payments, billing, and shipping.
  • Tools and Platforms:
  • Twilio for customer communication
  • Microsoft Teams for internal collaboration
  • Outlook for email correspondence
  • Proprietary auction and inventory management systems
  • Key Responsibilities:
  • Delivered a seamless onboarding experience by educating customers on licensing and regulatory requirements by region.
  • Provided proactive, personalized support to help customers locate inventory and engage confidently with the auction platform.
  • Coordinated with account management teams to resolve post-sale issues and ensure end-to-end customer satisfaction.
  • Maintained clear, timely communication across multiple channels to ensure transparency and trust.
  • Contributed to continuous improvement efforts by identifying common customer pain points and sharing feedback with internal teams.

Sr Customer Support Representative

GoHighLevel
12.2022 - 05.2024
  • Handled L2 escalations through tickets and Zoom calls, coordinating with the product team and backend developers to identify bugs and provide resolutions to clients.
  • Conducted training sessions for teams of 15-25 members to deliver product updates, refresher training, and address knowledge gaps, especially as the product continually evolves.
  • Specialized in workflow automation, campaigns, triggers, integrations, account setup, and CRM products.

Customer Success Team Lead

Mantra Technologies
08.2017 - 12.2022
  • Customer success, Assist customer setup the CRM, with campaigns, Automation, email, telephony provide work around solutions over , Emails, Calls and chat and raise escalation Tickets for product related glitches.
  • Onboarding new sign up customers.

Senior Technical Support Executive

Securifi
04.2016 - 08.2017
  • Technical Support, Assisting customer with Installation, configure, troubleshoot with Router and Home Automation system, work on IOT products and IFFFT rules setup for Home, automation products.

Senior Technical Associate

Tech Mahindra Business Services (TECHMBS)
08.2012 - 01.2016
  • - Provided technical support for Verizon ISP (Internet Service Provider) , addressing internet connection issues related to PCs, laptops, modems, and routers.
  • - Resolved internet connectivity, computer, browser, email, and application issues through effective troubleshooting guidance, ensuring customer satisfaction.
  • - Utilized remote screen sharing to diagnose and resolve technical problems, ensuring prompt and accurate solutions for customer issues.

Process Developer

Genpact
06.2008 - 08.2012
  • - Managed various domains within the international healthcare process while working with GE Healthcare, demonstrating expertise in the international healthcare voice and Email process.
  • - Served for 2 years in the CSA International voice process, gaining extensive experience in customer interactions and support.
  • - Demonstrated proficiency and advancement in process management, leading to a promotion to Process Developer.
  • - Managed critical order groups and ensured efficient handling of high-priority orders in the order management process.
  • - Coordinated with global warehouses and logistics teams, including UPS and FedEx, through calls, emails, and chat to ensure the timely delivery of critical healthcare equipment and parts, contributing to improved supply chain efficiency.

Education

B.B.A -

Uttaranchal University

Skills

  • Technical Support
  • Customer Service
  • Mentoring
  • Feedback
  • User-focused software assistance
  • Campaign management
  • Troubleshooting
  • Hardware Support
  • Application Support
  • SaaS implementation experience
  • Experience with Agile CRM systems
  • Customer success
  • Managerial Skills
  • Zendesk
  • Chat Support
  • Virtual assistance
  • Handling Escalations
  • Team leadership
  • Experience with CRM applications

LANGUAGES

English
Hindi
Nepali
Nagamese

Hobbies and Interests

Swimming, Volleyball, Hiking

Timeline

Senior Business Process Executive

Copart India
03.2025 - Current

Sr Customer Support Representative

GoHighLevel
12.2022 - 05.2024

Customer Success Team Lead

Mantra Technologies
08.2017 - 12.2022

Senior Technical Support Executive

Securifi
04.2016 - 08.2017

Senior Technical Associate

Tech Mahindra Business Services (TECHMBS)
08.2012 - 01.2016

Process Developer

Genpact
06.2008 - 08.2012

B.B.A -

Uttaranchal University

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Maan Thapa