Zendesk, Slack, Microsoft Teams, JIRA, TeamViewer, AnyDesk, VPN, Putty, Confluence, SharePoint, Google Analytics, HelpDocs, Zoom Phone, Microsoft Excel, Tableau, Microsoft Office Suite,IT Service Management (ITSM) Tools, Windows, Linux
Nikhil Ramchandani
Scrum Certified PSPO I ™ | Scrum Certified PSM I ™ | Customer Success | Product Adoption | Product Ownership | Product Support | Client Retention | Partner Relations | Product Management
JODHPUR,Rajasthan
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Work Availability
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Summary
A highly organized and results-driven professional with 11+ Years of experience driving customer success, retention, and upsell opportunities in Customer Success & Product Support roles. Additionally, I bring a year's expertise as a Product Owner, ensuring a holistic understanding of the product lifecycle. Proven track record of building strong client relationships, leading high-performing teams, and implementing effective strategies to achieve business goals. Possesses expertise in product management, ensuring timely delivery of features, and collaborating effectively with cross-functional teams.
In my managerial journey, I have consistently demonstrated a results-driven approach, ensuring seamless collaboration across cross-functional teams. Leveraging a rich background in service and product management, I bring a unique blend of expertise to drive operational excellence and customer-centric solutions. My commitment lies in fostering a culture of continuous improvement and innovation, aligning with organizational goals for sustained success.
My career journey with ReliableSoft provided me with diverse customer-facing roles, allowing me to develop a strong foundation in customer success, technical support, and team management. I progressed into more challenging and senior positions, refining my skills and establishing a customer-centric approach with a "get-it-done" attitude.
Skills
Customer Satisfaction & Retention
Sprint Planning & Execution
Technical Support
Agile Practices
Service Level Agreements (SLAs)
Product Management & Delivery
Product Roadmap & Strategy
Product Backlog Management (JIRA)
Upselling & Account Expansion
Project Management
Communication & Collaboration
User Acceptance Testing (UAT)
Customer Relationship Management
Stakeholder Management
Work History
Manager L-2 – Customer Success & Product Support
ReliableSoft Technologies Pvt. Ltd.
JODHPUR, Rajasthan
04.2021 - 10.2022
• Developed and executed strategies for customer satisfaction, retention, and upsell opportunities.
• Built strong client relationships as primary point of contact, resolving inquiries & exceeding expectations.
• Led a team providing technical support to clients, adhering to ITIL-based problem management processes.
• Established strong client relationships as the primary point of contact, ensuring a quality customer experience within SLAs and processes.
• Managed onboarding for new clients, facilitating a smooth product adoption and conducting training sessions to maximize product utilization.
• Identified opportunities for upselling, fostering account expansion by offering additional products or services.
• Built and sustained partnerships with key clients and external stakeholders.
• Provide input into the product roadmap based on customer feedback and support team insights.
• Prioritized customer requests for product enhancements, managed and prioritized the product backlog in JIRA. Led agile sprint planning in JIRA, aligning tasks with business goals and customer requirements.
• Gathered and prioritized product requirements aligned with market needs, customer feedback, and business objectives.
• Ensure timely delivery of product features and updates.
• Collaborated with cross-functional teams to ensure a holistic approach to product success.
• Managed and prioritized the product backlog, balancing new features, enhancements, and technical debt.
• Oversaw the UAT process to validate that developed features meet defined acceptance criteria.
Manager - Product Support & Customer Onboarding
ReliableSoft Technologies Pvt. Ltd.
JODHPUR, Rajasthan
04.2019 - 03.2021
Assistant Manager - Product Support & Training
ReliableSoft Technologies Pvt. Ltd.
JODHPUR, Rajasthan
04.2017 - 03.2019
Senior Incharge - Product Support & Training
ReliableSoft Technologies Pvt. Ltd.
JODHPUR, Rajasthan
04.2015 - 03.2017
Incharge - Product Support & Training
ReliableSoft Technologies Pvt. Ltd.
JODHPUR, Rajasthan
07.2013 - 03.2015
Executive - Product Support & Training
ReliableSoft Technologies Pvt. Ltd.
JODHPUR, Rajasthan
10.2011 - 06.2013
Trainee - Product Support & Training
ReliableSoft Technologies Pvt. Ltd.
JODHPUR, Rajasthan
04.2011 - 09.2011
Overview
11
11
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Education
Bachelor of Science - BCA
North East Frontier Technical University (NEFTU)
Arunachal Pradesh 02.2019 - 08.2021
High School Diploma -
JANARDAN RAI NAGAR RAJASTHAN VIDYAPEETH
Jodhpur_Rajasthan_India 01.2004 - 03.2005
GED -
Adarsh Bal Niketan
Jodhpur_Rajasthan_India 01.2002 - 03.2003
Work Preference
Work Type
Full TimePart TimeWork Location
On-SiteRemoteHybridImportant To Me
Company CultureCareer advancementTeam Building / Company RetreatsWork-life balanceFlexible work hoursPersonal development programsHealthcare benefitsAccomplishments
- Supervised a team of 18+ staff members, including L1, L2 & L3.
- Achieved ticket management by introducing CRM and Jira for development tasks.
Additional Information
Honours and Awards
- Product Owner - ReliableSoft Technologies Pvt. Ltd. - India Apr 2021
- Five Star Employee Award - ReliableSoft Technologies Pvt. Ltd. - India Aug 2017
Software
Driving, travelling, and discovering new locations
I love exploring new places, and my passion for driving has taken me across India and to countries like Singapore, Bali, Dubai, and Thailand. These journeys have taught me to be adaptable and plan well, skills I apply in both my personal and professional life.
Discovering hidden gems during my travels, whether it's a cozy café or a beautiful natural spot, mirrors my approach to problem-solving. I believe every journey, like every project, comes with its own unique challenges and rewards.
My adventures have instilled in me a spirit of curiosity, adaptability, and a love for discovering the unknown. I look forward to bringing this enthusiasm to contribute positively to your team.
Certification
- Professional Scrum Product Owner™ I (PSPO I)
- Professional Scrum Master™ I (PSM I)
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