Manoj Shah
Product Manager
Gurugram,HR
Summary
Product Manager with experience building and scaling SaaS platforms, owning end-to-end product lifecycle from problem discovery to delivery. Strong in designing workflow-driven systems, data-backed decision making, and scalable product architecture, with proven impact on efficiency, adoption, and system reliability. Experienced in Agile and SAFe environments, enabling cross-team alignment and value-driven delivery.
Overview
11
11
years of professional experience
2020
2020
years of post-secondary education
2
2
Certificates
2
2
Languages
Work History
Product Manager
Satin Technologies Limited
Gurugram, Haryana
07.2024 - Current
- Owned end-to-end development of a SaaS platform, driving product lifecycle from problem discovery to delivery across multiple business-critical modules
Defined and prioritized product roadmap based on user pain points, usage insights, and business impact, aligning with product growth objectives
Designed and launched a configurable workflow engine (multi-level approvals, rule-based logic) to streamline complex business processes, improving efficiency by 30%
Built role-based access control (RBAC), validation frameworks, and audit systems, reducing errors by 25% and strengthening data reliability
Led Agile execution, managing backlog prioritization, sprint planning, and cross-functional delivery for predictable releases
Applied SAFe practices including PI Planning and WSJF-based prioritization to align cross-functional teams and ensure value-driven delivery
Reduced delivery timelines by 15% through improved sprint planning and execution discipline
Partnered with stakeholders and users to identify product gaps, define requirements, and prioritize features based on impact vs effort
Monitored product metrics (adoption, engagement, drop-offs) to drive continuous product and UX improvements
Delivered leadership-level demos and enablement sessions, increasing product adoption and stakeholder alignment - Actively collaborate with the product team to gather, document, and prioritize client requirements, contributing to the roadmap through detailed PRDs and user feedback loops.
- Own the customer journey lifecycle from onboarding through ongoing success, providing proactive support, issue resolution, and strategic guidance to optimize adoption.
- Bridge cross-functional collaboration between Sales, Support, and Product teams to ensure a seamless and cohesive customer experience.
- Monitor key success metrics (renewals, satisfaction, adoption rates) and share insights with internal teams to inform product enhancements and customer engagement strategies.
Client Success Analyst
Rayden Interactive
06.2023 - 02.2024
- Served as the main point of contact for 20 key accounts, ensuring their ongoing satisfaction and success with company products.
- Developed and implemented customer success strategies that increased customer retention by 20% over 6 months.
- Collaborated with sales, marketing, and product teams to address customer needs and improve product offerings.
- Conducted regular check-ins, QBRs (Quarterly Business Reviews), and provided actionable insights to drive customer value.
- Drove adoption of specific products and features, ensuring maximum business benefits for clients.
- Demonstrating products and implementing solutions. Mastered technical product functionality to provide consulting on workflows and develop client solutions.
- Partnered with client decision-makers and key business leaders to present Business Reviews.
- Proactively addressed client risks based on product usage trends and key performance indicators.
- Utilized CRM platform (Salesforce) to document playbook tasks and upsell opportunities.
- Collaborated with Market Development, Support, Product Management, Client Services, and Sales teams to address customer issues.
- Acted as a client advocate, capturing client feedback and prioritizing requests for the Product Management team.
Relationship manager / Sr. Counsellor
Univo Education Pvt. Ltd.
02.2020 - 10.2022
- Consistently surpassed monthly and quarterly revenue targets, achieving an average of 90% above quota through relationship-driven sales strategies.
- Built and nurtured strong relationships with prospective and existing clients by understanding their learning needs and aligning them with tailored EdTech solutions.
- Conducted personalized product demonstrations and consultative presentations to key decision-makers, effectively communicating the value of online learning programs.
- Maintained a healthy and qualified sales pipeline by proactively engaging clients through cold calls, emails, and professional networking.
- Leveraged CRM tools to manage customer portfolios, track interactions, monitor follow-ups, and provide detailed sales reports to leadership.
- Partnered with the marketing team to create and execute targeted lead generation campaigns, enhancing brand reach and customer engagement.
- Delivered exceptional post-sale support, ensuring smooth onboarding, client satisfaction, and increased renewal rates.
- Actively gathered and analyzed customer feedback to identify service improvement areas and support product innovation.
- Focused on long-term client engagement by positioning the company as a strategic partner, not just a solution provider.
Senior Process Associate
Tata Consultancy Services
03.2018 - 12.2019
- Delivered high-quality remote support to field technicians across Australia, managing 100+ technical interactions per week via calls and chats.
- Specialized in FTTx technologies, supporting the seamless installation, configuration, and activation of fibre services.
- Resolved 90%+ of service order fallouts by conducting in-depth logical troubleshooting and real-time incident management.
- Handled and monitored daily service orders (average 70–80/day) ensuring accurate provisioning and timely updates to downstream systems.
- Generated detailed logical traces to diagnose provisioning issues, enabling faster resolution and continuous service improvement.
- Contributed to a 15% reduction in repeat technician visits by resolving faults proactively during first-call resolution.
- Maintained an average First Contact Resolution (FCR) rate of 92% and a CSAT score of 4.7/5 over a 12-month period.
- Ensured compliance with NBN's SLA standards, consistently closing high-priority incidents within defined timelines (98% SLA adherence).
- Collaborated with cross-functional teams including provisioning, network operations, and escalation units to ensure end-to-end issue resolution.
Customer Relationship officer
Hinduja Global Solutions
09.2015 - 03.2018
- Built and maintained strong relationships with key clients, ensuring high levels of satisfaction and long-term engagement.
- Served as the primary point of contact for clients, addressing queries, resolving issues, and ensuring a smooth service experience.
- Collaborated with internal teams, including contact center operations and quality assurance, to improve service delivery standards.
- Managed and tracked service requests (SRs), ensuring timely updates and resolution within established SLAs.
- Actively monitored client feedback to identify service gaps and support continuous improvement initiatives.
- Facilitated regular communication with clients to understand evolving needs and ensure alignment with service capabilities.
- Supported efforts to enhance customer loyalty and retention by delivering personalized support and building trust-based partnerships.
- Maintained accurate records of client interactions and coordinated follow-ups to ensure service consistency.
- Contributed to internal discussions around improving customer engagement strategies and operational workflows.
Education
Post Graduate Diploma - Business Administration
Symbiosis Centre of Distance Learning
Bachelor of Arts - undefined
Hemwati Nandan Bahuguna Garhwal University
Skills
Customer Relationship Management
Communication & Interpersonal Skills
Strategic Thinking & Planning
Onboarding & Training
Cross-functional Collaboration
Analytical & Problem-Solving Abilities
Customer Retention & Growth
Certification
Generative AI for Customer success Managers
Timeline
SAFe POPM
04-2026
Generative AI for Customer success Managers
01-2025
Product Manager
Satin Technologies Limited
07.2024 - Current
Client Success Analyst
Rayden Interactive
06.2023 - 02.2024
Relationship manager / Sr. Counsellor
Univo Education Pvt. Ltd.
02.2020 - 10.2022
Senior Process Associate
Tata Consultancy Services
03.2018 - 12.2019
Customer Relationship officer
Hinduja Global Solutions
09.2015 - 03.2018
Bachelor of Arts - undefined
Hemwati Nandan Bahuguna Garhwal University
Post Graduate Diploma - Business Administration
Symbiosis Centre of Distance Learning