Prathmesh Shantaram Narkar
Thane
Summary
Customer-focused Technical Account Manager with 8+ years of experience in customer success, API integrations, and AI-driven automation. Proven track record of enhancing customer engagement, platform adoption, and operational efficiency. Specialized in driving AI-powered solutions, CRM integrations, and enterprise platform optimization to maximize customer satisfaction (CSAT, NPS). Adept at technical consulting, process automation, and cross-functional collaboration to solve complex business challenges. Career goal: To leverage technical expertise and customer success strategies to drive innovation and deliver exceptional value to enterprise clients.
Overview
3
3
Languages
10
10
years of professional experience
Work History
Senior Technical Account Manager
Zycus
Mumbai, India
06.2026 - Current
- Manage enterprise customer relationships across Zycus Source-to-Pay solutions, developing a strong understanding of customer configurations, business processes, and application usage across Sourcing, Contract Management, Supplier Management, and Procurement.
- Provide technical guidance and solution recommendations by understanding customer requirements, evaluating existing configurations, and demonstrating how Zycus capabilities can be aligned with business needs.
- Resolved customer issues and escalations, coordinating with Product, Engineering, Support, and other Zycus teams to ensure timely resolutions and uphold high customer satisfaction.
- Drive customer readiness for quarterly product releases by assessing the impact of new features and changes, communicating relevant updates, and delivering product training to customer stakeholders.
- Plan, estimate, and drive change and service requests from requirement gathering through solutioning, configuration, testing, and delivery, ensuring clear communication and timely execution.
- Support the ongoing maintenance and optimisation of implemented customer environments, including business process mapping, requirements gathering, configuration, process documentation, user and supplier setup, UI configuration, and testing support.
- Partner closely with Technical Account Managers and cross-functional Zycus teams to coordinate customer deliverables, remove execution bottlenecks, improve operational efficiency, and ensure commitments are delivered on time.
- Identified customer adoption, cross-sell, and up-sell opportunities based on business requirements and product usage, supporting renewals and fostering long-term customer relationships.
- Analysed recurring customer issues and queries to identify trends and root causes, collaborating with internal teams to implement sustainable solutions that minimise repeat incidents.
- Contribute to customer success initiatives and operational best practices, including Customer KYC, knowledge sharing, process improvements, and standardisation of tools and support practices.
- Leverage Zycus product configuration capabilities, incident management tools, and MS Excel to analyse customer requirements, track issues, support solutioning, and improve overall service delivery.
Senior Technical Account Manager
MangoApps
Pune
06.2022 - Current
- Led technical implementation of MangoApps solutions, aligning customer business needs with AI-driven automation, workflow integrations, and platform adoption strategies.
- Consulted on enterprise API integrations, ensuring seamless data synchronization between MangoApps and third-party CRM, HRMS, and collaboration platforms.
- Led SAML and OAuth-based integrations across identity providers such as Azure AD, Okta, OneLogin, ADFS, Cisco Duo, and Office 365, managing SCIM-based user provisioning and identity lifecycle management.
- Troubleshot complex authentication issues, API misconfigurations, and identity federation challenges, ensuring seamless operations.
- Acted as the primary technical liaison for clients during security reviews and audits, providing compliance documentation and coordinating with internal security teams to ensure ISO27001 and SOC2 alignment.
- Monitored customer environments to identify potential risks and provided actionable recommendations.
- Supported renewals and retention by driving measurable adoption, aligning platform usage with business objectives, and mitigating compliance risks.
- Managed escalations effectively, working with cross-functional teams to deliver timely resolutions.
- Partnered with Sales, Support, and Product teams to enhance customer experience and contribute to product roadmaps based on customer insights.
- Led client discussions to leverage their existing AI services (AWS Bedrock, Anthropic, OpenAI, Azure AI, Google Gemini) and develop conversational AI assistants in MangoApps for various use cases, including task-based user recommendations and policy/procedure queries.
- Partnered with the customer engineering team to develop an AI-powered chatbot that assists end users in raising support tickets and provides responses to queries regarding ticket status and turnaround time.
- Implemented DALLE-based AI solutions for clients, allowing automated image generation within MangoApps content workflows.
- Led discussions with enterprise clients to collect feedback on the MangoApps AI product, then coordinated internally with the MangoApps Engineering and Product teams, sharing insights to drive improvements and enhance the AI product.
- Assisted enterprise clients in setting up AI-driven automation for resume scanning and candidate shortlisting, reducing ATS dependency, and lowering recruitment costs.
- Created custom engagement and platform usage reports based on client requirements by extracting raw data from databases or using existing APIs through custom Python scripts, resulting in 40% improvement in platform usage.
- Resolved customer queries and problems using effective communication, providing step-by-step solutions.
- Worked with clients to integrate Zoom and Microsoft Teams into MangoApps to streamline enterprise collaboration and enhance virtual engagement.
- Partnered with enterprise clients to deploy conversational AI assistants for tier-1 support queries, streamlining ticket creation, status updates, and routing.
- Led discussions with enterprise customers to integrate Workday with MangoApps, allowing them to sync user data, leave data, and payroll details from Workday to MangoApps.
- Led client discussions to integrate UKG with MangoApps, enabling synchronization of employee shift data for in-app display
Technical Account Manager
Gracenote
Andheri
06.2021 - 06.2022
- Acted as the primary technical contact for enterprise customers, conducting bi-weekly operational reviews to analyse system performance, customer usage trends, and feature adoption, facilitating continuous platform optimisation.
- Provided onsite support and go-live assistance to ensure smooth implementation and successful project launches.
- Identified and implemented process automation improvements, enhancing data consistency and minimising manual interventions.
- Managed API-driven and SFTP-based data transfer solutions, collaborating with enterprise customers to enhance data accuracy and streamline system integrations.
- Provided technical consultation on metadata integrations, ensuring customer requirements were met with minimal customisation.
- Supporting the Sales team in technical pre-sales activities by assessing potential applications of company products and services, providing in-depth product and technical overviews to potential customers, and recommending solutions that meet customer needs.
- Provided post-sale customer support and training to key accounts, facilitating product setup, conducting on-site demonstrations, and delivering technical support.
- Maintaining a high level of knowledge of Gracenote content standards, editorial systems, and production technologies.
- Participating in the collection of data, drafting of RFPs/RFIs, and other business opportunity inquiries and proposals.
- Supporting team members during the early implementation phase of customer engagement as the technical subject matter expert.
Senior Customer Success Associate
Disprz
Andheri
05.2019 - 06.2021
- Led annual strategic business reviews with key clients to align platform capabilities with their evolving business needs.
- Delivered on-site support and go-live assistance, facilitating seamless transition and hands-on training for end-users.
- Conducted onboarding sessions and training programmes, driving a 20% increase in platform adoption.
- Optimised API-based integrations with HRMS and enterprise collaboration tools, enhancing customer workflows.
- Analysed customer usage data to identify trends, and provided strategic recommendations to enhance user experience and retention.
- Partnered with engineering and product teams to advocate for customer needs, influencing key platform enhancements.
- Built and maintained a comprehensive knowledge base, case studies, and FAQs to improve self-service support and reduce escalations.
- Led client discussions to integrate MOOC providers like Udemy, Coursera, edX, and LinkedIn Learning into their LMS/LXP platforms.
- Served as Project Manager for the custom-built AI-driven learning solution, working closely with an enterprise client, as well as Disprz product and engineering teams, to define requirements and oversee seamless implementation. Led the successful delivery of the project, enabling employees within the client organisation to access personalised learning journeys tailored to their job-specific skills.
- Conducted customer success analysis, identifying automation opportunities that improved platform usage rates by 20%.
Assistant Team Leader
Equinox Lifecycle Marketing
Rabale
08.2016 - 04.2019
- Managed CRM implementation projects, ensuring seamless execution, scalability, and client satisfaction.
- Led a team managing CRM implementation projects, optimizing customer data workflows & automation.
- Facilitated regular team meetings to address project progress, mitigate risks, and incorporate customer feedback.
- Mentored junior team members, enhancing their skills and supporting their professional development.
- Developed operational best practices to streamline issue resolution and enhance service quality.
- Acted as a key point of contact for technical support, troubleshooting authentication and access management issues for enterprise customers.
- Designed API integration roadmaps, enabling seamless data exchange between enterprise systems.
Education
Bachelor of Science - Information Technology
Mumbai University
Mumbai, MH, IN01-2014
Skills
- AI-Driven Automation & Chatbots (Admin Help Assistant, FAQ AI Bots, Workflow Optimisation)
- API Integrations & System Architecture (CRM, HRMS, Collaboration Platforms)
- Enterprise Platform Optimisation and Adoption
- Cloud and SaaS Solutions Implementation
- Technical Consulting and Troubleshooting
- Process Automation and Reporting
- Cross-Functional Stakeholder Collaboration
- Network and authentication troubleshooting
- Contact Centre Automation & Support Workflows
Languages
English: C2 Proficient
Hindi: C2 Proficient
Marathi: C2 Proficient
Accomplishments
- Achieved customer satisfaction scores (CSAT) consistently above 85% by leveraging effective client engagement strategies and data-driven approaches.
- Improved knowledge base accessibility, leading to a 10% decrease in recurring support inquiries by streamlining resources and documentation.
- Directed API integration projects with precision, ensuring seamless adoption and operational efficiency for clients.
- Proactively identified upsell opportunities through data analysis and collaborated with the sales team to drive revenue growth.
- Successfully integrated AI-driven assistants for enterprise clients, streamlining document search and automation.
Timeline
Senior Technical Account Manager
Zycus
06.2026 - Current
Senior Technical Account Manager
MangoApps
06.2022 - Current
Technical Account Manager
Gracenote
06.2021 - 06.2022
Senior Customer Success Associate
Disprz
05.2019 - 06.2021
Assistant Team Leader
Equinox Lifecycle Marketing
08.2016 - 04.2019
Bachelor of Science - Information Technology
Mumbai University