Md Irfan Siddiqui
Technology Operations & Client Advisory Professional
Bengaluru
Summary
Client-facing Technology Operations and Delivery professional with 6+ years of experience working with enterprise customers in B2B SaaS and digital platforms. Strong background in advisory-style client delivery, technology-enabled process improvement, cross-functional execution, and stakeholder management. Proven ability to bring structure to ambiguous problems, lead teams, manage escalations, and deliver outcomes in SLA-driven, high-impact environments. Experienced in leveraging AI tools and digital systems to improve operational efficiency and customer experience.
Overview
6
6
years of professional experience
Work History
Customer Success Manager
Leucine
02.2024 - 09.2025
- Acted as client delivery and advisory lead for enterprise customers, owning technology implementations from requirement discovery through production go-live.
- Led end-to-end project execution, including planning, dependency management, UAT coordination, release readiness, and post-go-live stabilization.
- Partnered with clients to understand business challenges and translate them into clear, actionable functional and technical requirements.
- Coordinated across product, engineering, QA, and operations teams to ensure timely and high-quality delivery.
- Reviewed deliverables for quality, accuracy, and business relevance, ensuring alignment with client expectations.
- Managed client-specific enhancements and change requests, balancing delivery timelines with operational SLAs.
- Conducted post-implementation reviews to assess adoption, risks, and improvement opportunities, feeding insights back into product iterations.
- Leveraged AI-enabled tools to improve task tracking, reduce manual coordination, and increase delivery visibility.
- Handled critical L1/L2 escalations in parallel with project execution, ensuring business continuity during high-impact releases.
Customer Success Manager
Salesken.ai
02.2023 - 02.2024
- Managed a portfolio of enterprise accounts across India and the US, serving as the primary point of contact for delivery, adoption, and value realization.
- Drove renewals and retention, achieving a 94.3% renewal rate and managing ARR of $181K+.
- Advised customers on best practices for platform adoption and operational usage.
- Led escalation management and collaborated with engineering teams to resolve complex issues.
- Partnered with product teams to align customer insights with roadmap prioritization.
Team Lead, Product Support Engineer
Salesken.ai
04.2022 - 01.2023
- Led a 25-member L1 and L2 operations team across 24x7 shifts, ensuring SLA adherence and service quality.
- Provided coaching and mentoring to team members, enabling performance improvement and skill development.
- Owned incident management, root cause analysis, and escalation resolution for enterprise customers.
- Reviewed team outputs for quality, accuracy, and relevance before customer communication.
- Implemented process improvements and AI-assisted workflows that reduced resolution time and repeat incidents.
- Oversaw CRM and telephony platform integrations, including Salesforce and LeadSquared.
Product Support Engineer
Salesken.ai
05.2021 - 03.2022
- Delivered frontline technical support for global customers using SaaS and CRM-based platforms.
- Supported and integrated telephony APIs with CRM systems including Zoho, Zendesk, and Freshdesk.
- Improved customer experience through proactive onboarding, documentation, and issue prevention.
- Contributed to operational improvements that reduced ticket volumes and enhanced service stability.
Operations Associate
Simplotel
06.2019 - 04.2021
- Managed website and CMS integrations for hotel clients.
- Coordinated with internal teams and external vendors for project delivery.
- Conducted client trainings and presented performance reports to leadership.
- Recognized as a top performer for ownership and issue resolution.
Education
Bachelor of Technology -
Dayananda Sagar College of Engineering, VTU
Bangalore, India01.2018
Skills
L1 and L2 Support Ownership
Customer Success & Account Management
Team Leadership & Mentoring
Project Management & Coordination
Product Feedback & Iterations
AI Tools & Workflow Automation
Incident & Escalation Management
Accomplishments
- Received annual recognition award for ownership, kinship, and customer-first delivery.
- Top performer at Simplotel for highest ticket closures.
- Ranked 1 in support category on G2 platform.
- Awarded for highest number of client reviews at Salesken and Simplotel.
- Consistently appreciated by enterprise clients for reliability and communication.
Timeline
Customer Success Manager
Leucine
02.2024 - 09.2025
Customer Success Manager
Salesken.ai
02.2023 - 02.2024
Team Lead, Product Support Engineer
Salesken.ai
04.2022 - 01.2023
Product Support Engineer
Salesken.ai
05.2021 - 03.2022
Operations Associate
Simplotel
06.2019 - 04.2021
Bachelor of Technology -
Dayananda Sagar College of Engineering, VTU