NIHARIKA SARAFF
Summary
An experienced Customer Support Leader with a strong background in AI integration and technical account management. With a proven track record of increasing productivity and customer satisfaction, I have excelled in optimizing processes and leading cross-functional teams. My technical expertise is complemented by excellent stakeholder management skills, enabling the successful adoption of innovative solutions to enhance customer experiences.
Overview
8
8
years of professional experience
Work History
Lead - Customer Support
Freshworks
04.2023 - Current
- Led the evaluation and implementation of AI solutions across support teams, conducting POCs with internal stakeholders and the vendors, thereby increasing the agent productivity by 25% and overall customer satisfaction score by 1%.
- Drove the creation of step-by-step technical documentation to streamline onboarding, enhance internal training, and support AI model learning.
- Managed the Freshsuccess support team, overseeing end-to-end support operations, team performance, and customer satisfaction across all regions.
- Established robust relationships with Enterprise customer base of $1M to develop and execute solutions to their needs through hands-on engagement, implementation, and adoption.
Technical Account Manager
Freshworks
04.2021 - 03.2023
- Interacted with key customers from multiple business verticals on a regular basis to deploy scalable and logical product customizations.
- Collaborated with product and marketing teams to channel customer insights into product improvements and drive the creation of self-serve knowledge base content.
- Primary point of contact for all internal teams regarding any product queries, escalations, and requests.
Product Specialist
Freshworks
07.2018 - 03.2021
- Provided technical support for an early-stage Customer Success product with a $1.5M customer base, delivering custom solutions using APIs.
- Handled customer support for the product Freshdesk, catering to high MRR customers, and was part of the social team representing the product on social forums. Received multiple performance-based awards.
Programmer Analyst Trainee
Cognizant
12.2017 - 06.2018
- Underwent training in SQL and Informatica and used these skills to perform basic development and support for a media company.
Education
B.Tech - Electronics & Communication Engineering
SRM University
Chennai, India05-2017
HSS -
Chinmaya Vidyalaya
Chennai, India04-2013
Skills
- Process Automation
- Cross-Functional Stakeholder Management
- Customer Support Strategy & Execution
- Ticket Deflection & Self-Help Strategy
- AI/ML Integrations in Operations
- Product Implementation & Lifecycle Management
- Project Management
- Team Leadership & People Management
Timeline
Lead - Customer Support
Freshworks
04.2023 - Current
Technical Account Manager
Freshworks
04.2021 - 03.2023
Product Specialist
Freshworks
07.2018 - 03.2021
Programmer Analyst Trainee
Cognizant
12.2017 - 06.2018
B.Tech - Electronics & Communication Engineering
SRM University
HSS -
Chinmaya Vidyalaya
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