Summary
Overview
Work History
Education
Skills
Timeline
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Neeti Saxena

Noida

Summary

Customer Success & Enablement Specialist with 11+ years of driving CSAT growth, DSAT reduction, and product adoption across global SaaS ecosystems.

Led CX programs at Adobe for Adobe Sign, Creative Cloud, and Acrobat AI support verticals, turning insights into strategy through coaching, audit governance, and cross-functional enablement.

Known for aligning customer outcomes with business goals by translating audit insights into performance strategies. Adept at working across CX, Product, and Ops teams to build scalable onboarding and resolution frameworks.

Ready to bring 11+ years of CX leadership, enablement strategy, and performance coaching to drive measurable impact in customer success, product adoption, and empowering teams through data-led decision-making and empathy-driven leadership.

Overview

11
11
years of professional experience

Work History

CX Enablement Lead

Adobe Inc.
Noida
06.2022 - 05.2025
  • Championed global CX programs for Adobe Sign and Acrobat AI, enabling 125+ frontline agents across APAC and North America through onboarding, coaching, and adoption initiatives.
  • Reduced DSAT by 14% and improved CSAT by 12% through targeted feedback loops, empathy-focused coaching, and audit-driven performance strategies.
  • Led QA operations for 50+ agents across voice, chat, and email; completed 450+ audits per quarter, and translated findings into product insights and agent-level action plans.
  • Spearheaded cross-functional projects, including the Adobe Express Attach motion, “Next Best Action” canned response rollout, and enablement playbooks for new feature launches.
  • Collaborated closely with Product, Ops, and Training to align tools, processes, and agent behaviors with evolving customer needs, resulting in measurable upticks in adoption and resolution quality.
  • Delivered regular business reviews via Power BI, highlighting trends, agent KPIs, and VOC insights to influence leadership decisions.

Technical Support Consultant

Adobe Inc.
Noida
04.2017 - 06.2022
  • Delivered multi-channel customer support (calls, chats, and emails) for Adobe Creative Cloud and Document Cloud products.
  • Specialized in troubleshooting product issues, onboarding, billing and renewals, licensing advisory, and Admin Console support.
  • Acted as Floor Support Specialist, mentoring peers, resolving escalations, and maintaining SLA adherence.

Technical Support Specialist

HCL Technologies
Noida
07.2015 - 04.2017
  • Delivered technical and licensing support to enterprise customers (Fortune 100 accounts), maintaining SLA adherence while resolving 20–25 tickets per day.
  • Collaborated with U.S.-based stakeholders to resolve escalations, improve response protocols, and optimize case resolution flows.
  • Reduced ticket backlog by 15% through proactive case triaging, and internal knowledge base contributions.

Customer Success Analyst

The Phone Support (Systweak Software)
Jaipur
06.2014 - 07.2015
  • Provided inbound technical support and product consultancy for performance and security software products; consistently exceeded monthly sales and resolution targets.
  • Drove an 11% improvement in FCR by enhancing product walkthroughs and refining customer engagement flows.
  • Played a critical role in upsell guidance and customer onboarding, ensuring seamless product usage and satisfaction.

Education

Post-Graduate Program - Business Analytics & Business Intelligence

Great Lakes Institute of Management
Gurgaon
02-2021

Bachelor of Engineering (B.E.) in B. Tech - Electronics & Communications

Rajiv Gandhi Technical University
Bhopal, Madhya Pradesh
05-2014

Some College (No Degree) - Senior Secondary (Class XII)

CBSE Kendriya Vidyalaya
Bhopal, Madhya Pradesh
03-2010

Skills

Customer Success Strategy & Enablement

Customer onboarding and engagement

Adoption and retention tactics

Cross-regional stakeholder collaboration

Customer journey optimization

Team coaching and development

CX Analytics & QA Operations

DSAT/CSAT/FCR Strategy

Coaching Frameworks & Audit Governance

Escalation Management & Process Optimization

KPI Dashboards & Root Cause Analysis

  • Agile, Lean principles, and change management

Tools & Platforms Adobe Sign,

Acrobat AI,

Adobe CRM Systems

Salesforce Service Cloud,

Zendesk,

Gainsight

Power BI, Qualtrics, Excel (advanced), Google Suite Jira, SharePoint, ServiceNow (basic exposure)

Timeline

CX Enablement Lead

Adobe Inc.
06.2022 - 05.2025

Technical Support Consultant

Adobe Inc.
04.2017 - 06.2022

Technical Support Specialist

HCL Technologies
07.2015 - 04.2017

Customer Success Analyst

The Phone Support (Systweak Software)
06.2014 - 07.2015

Post-Graduate Program - Business Analytics & Business Intelligence

Great Lakes Institute of Management

Bachelor of Engineering (B.E.) in B. Tech - Electronics & Communications

Rajiv Gandhi Technical University

Some College (No Degree) - Senior Secondary (Class XII)

CBSE Kendriya Vidyalaya

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Neeti Saxena