Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic
Pooja Singh

Pooja Singh

Chandigarh

Summary

B. Tech (Computer Science and Engineering) graduate skilled in Computer Networks and Security, Synthetic and Real User Monitoring with Enterprise Account Management experience (Delivering Projects / Successful migration for Enterprise accounts).

Overview

7
7
years of professional experience

Work History

Customer Success Manager - AMER Region

Forcepoint Inc.
Bangalore
01.2022 - Current
  • Identifies, facilitates, and ensures effective communication of all technical queries and problem resolution from the customer to corporate resources.
  • Conducted regular check-ins with clients to ensure their needs were met.
  • Also function as a Project Manager, rolling out initiatives to ensure customer expectations are met or exceeded.
  • Builds and maintains close customer relationships with technical staff and senior management.
  • Collaborates with Forcepoint internal teams, including Sales/SE, Support Delivery, Professional Services, Product Management, and Engineering.
  • Develops a holistic view of each customer, and proactively identifies areas where expansion opportunities exist, and product value can be maximized.
  • Leads technical escalation and management conference calls.
  • Assumes a leadership role in providing case status updates to Forcepoint management, account teams, and customers.
  • Conducts and leads customer success account review meetings.
  • Performs product health checks, and provides maintenance best practices, along with training recommendations.
  • Performs other duties and projects as assigned.
  • Maintains a high level of awareness of service issues affecting the Forcepoint environment, and proactively engages with customers to avoid potential interruptions and downtime.
  • Documents and manages action items, assigned owners, and timelines during a break/fix customer impact event.
  • Ensures suitable levels of service personnel and activity during problem resolution at all locations.
  • Drives corrective action plans, participates in root cause analysis, including incident and problem management activities, and clearly articulates next steps to the customer.
  • Monitored customer health scores, proactively addressing concerns to prevent churn.
  • Collaborated with product development teams to incorporate customer feedback into new releases.
  • Drove customer escalations to resolution by engaging directly with clients.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Resolved customer inquiries and complaints requiring management-level escalation.

Technical Account Manager

Catchpoint Inc.
Bangalore
11.2021 - 12.2021
  • Proactively update customers about updates, upgrades, and ensure necessary actions to maintain availability and customer satisfaction.
  • Provide on-site and virtual product training to Premium Support customers.
  • Educating and encouraging the clients to try and subscribe to new services, add-ons.
  • Monitor the availability and performance of clients' web applications.
  • Identify failures or performance issues, diagnose, and escalate to clients.
  • Maintain Catchpoint's SLA with clients.
  • Provide technical assistance via phone, email, and online chat to customers and prospects.
  • Research, analyze, and resolve customer issues and questions.
  • Contribute actively to the product knowledge base, other product-related documentation, and the blog.
  • Collaborate with engineering and operations in identifying product defects, and designing solutions.

Enterprise Technical Support Senior Associate

SonicWall Inc.
Bangalore
08.2018 - 11.2020
  • Responsible for providing technical and escalation support on SonicWALL products through phone, web, and emails in a 24/7/365 work environment.
  • Escalations included cases on routing, firewalls, VPNs, TLS/SSL, proxies, ACLs, DNSSEC, SAML/SSO, IPsec, DPI, content filters, SSL VPN, HA (high availability), and load balancers.
  • Provide comprehensive solutions and workarounds for the customer-reported issues, while keeping the customer updated on the progress.
  • Recreate the customer-reported issue in a lab environment to find the root cause, work with engineering, and drive the case to a logical resolution with higher CSAT.

Trainee Engineer

Rooman Technologies
Rajajinagar
02.2018 - 02.2018
  • Assisted with troubleshooting of various types of network issues.
  • Provided technical support for LANs and WANs, including routers, switches, firewalls and wireless networks.
  • Maintained updated knowledge through continuing education and advanced training.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Education

B. Tech. - Computer Science And Communication Engineering

Chandigarh University
Chandigarh
09.2018

Skills

  • Enterprise Migration Delivery
  • Network security
  • DNS monitoring
  • Project Delivery
  • Content Filtering Firewall
  • Customer service
  • HTML
  • CSS
  • Synthetic monitoring
  • Real User Monitoring
  • Account Management
  • Customer relationship building
  • Account updates
  • Account management
  • Report analysis
  • Customer retention
  • Client relations
  • Customer onboarding

Accomplishments

  • Certified SonicWall Security Administrator (CSSA)
  • Communication (IELTS score 7.0/9.0)
  • Completed Gainsight Training
  • Worked at IOT Workshop by IntelFice (11/2017)
  • ICSI | CNSS Certified Network Security Specialist
  • Advanced Customer Success Manager Certified Professional
  • Certified SonicWall Security Administrator
  • Fortinet Network Security Associate
  • Cybersecurity Foundations

Languages

  • English, Full Professional Proficiency
  • Urdu, Native or Bilingual Proficiency
  • Hindi, Full Professional Proficiency
  • Kashmiri, Native or Bilingual Proficiency

Timeline

Customer Success Manager - AMER Region

Forcepoint Inc.
01.2022 - Current

Technical Account Manager

Catchpoint Inc.
11.2021 - 12.2021

Enterprise Technical Support Senior Associate

SonicWall Inc.
08.2018 - 11.2020

Trainee Engineer

Rooman Technologies
02.2018 - 02.2018

B. Tech. - Computer Science And Communication Engineering

Chandigarh University

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Pooja Singh