Raj Bhattacharjee
Rackspace Technologies PVT LTD
Bengaluru
With 9 years of diverse experience in customer success ,escalation management and technical trouble shooting, I am currently excelling as a Customer Success Associate IV, leveraging my background as an Escalation Team Lead. My career has been marked by a strong focus on managing client relationships, enhancing retention rates, and meticulously handling escalated technical issues. I have a proven track record of reviewing and prioritizing client escalations, collaborating closely with resolver groups to swiftly resolve technical challenges, and delivering detailed reports that provide transparent insights to clients. My skills in team leadership, client renewal management, and technical issue resolution have consistently contributed to driving client satisfaction and operational efficiency.
1
Certification
9
Years of experience
Work History
Customer Success Associate IV
1 Year 5 Months
Rackspace Technologies PVT LTD - Bengaluru, KA | 04.2025 - Current
- Managed customer accounts and proactively engaged with clients to understand business needs, identify potential risks, and support customer retention and renewal opportunities.
- Maintained and reviewed customer/account pipelines, ensuring timely follow-ups, accurate opportunity tracking, and regular updates on renewal status and forecast.
- Collaborated closely with, Support, and internal stakeholders to resolve customer concerns, strengthen client relationships, and identify opportunities for account growth and expansion.
- Facilitated customer onboarding and training for cloud solutions..
- Analyzed customer feedback to identify trends and recommend product enhancements.
- Prepare and present regular performance reports and metrics to stakeholders, demonstrating the value and impact of customer success initiatives.
- Collaborated with knowledge management team to create new knowledge base articles.
- Reviewing the existing Knowledge Articles ensuring the steps documented are up to date.
- Conducted quality audits for junior associates to ensure adherence to operational standards and optimal service delivery.
- Generated and maintained performance reports for CSA and CSM teams to support operational monitoring and data-driven decision making.
- Collaborated with Customer Success Managers (CSMs) and clients to maintain and improve Net Promoter Score (NPS) performance.
CUSTOMER SUCCESS ASSOCIATE III
1 Year 11 Months
Rackspace India Private Limited - Bengaluru, KA | 05.2023 - 04.2025
- Facilitated customer onboarding and training for cloud solutions, enhancing user satisfaction.
- Collaborated with cross-functional teams to resolve customer issues and improve service delivery.
- Developed personalized success plans to align customer goals with product capabilities.
- Analyzed customer feedback to identify trends and recommend product enhancements.
ESCALATIONS TEAM LEAD
1 Year 8 Months
Kyndryl Solutions Private LTD - Bengaluru, KA | 07.2021 - 03.2023
- Managing the escalations team
- Reviewing and working on critical Escalations and coordinate between different teams (internal and external) to ensure issue resolution and also ensure critical client 's SLAs are met.
- Generating reports form ServiceNow for stake holders
- Notifying resolver group about incident that are about to breach SLA.
- Coach and mentor the escalation team.
- Monitoring the existing escalations and working towards reduction of the escalation count.
ESCALATION CO-ORDINATOR
1 Year 10 Months
Kyndryl Solutions Private LTD - Bengaluru, KA | 09.2019 - 07.2021
- Managing active escalations
- Coordinating between resolver groups and clients to ensure clients technical issue are resolved.
- Providing feedback to service desk and helping the team to improve the support provided to the clients.
TECHNICAL SUPPORT ASSOCIATE
2 Years 2 Months
Kyndryl Solutions Private LTD - Bengaluru, KA | 07.2017 - 09.2019
- Provide technical support to employees of a leading bank in Australia
- Troubleshooting the reported issue and ensuring issue resolution
- Following up with clients for open incidents and ensuring all required troubleshooting are performed
- Logging tickets with resolver group for the issue that are not resolved at the service desk
Education
Bachelor of commerce
Indian Academy Degree College - Bengaluru, KA
05-2014
- Completed graduation with a CGPA of 7.5
- GPA: 7.5
Higher Secondary
Garden High School
05-2012
- Completed Higher Secondary with 65%
- GPA: 65%
Schooling
Sree Venkateshwara English School - Bengaluru, KA
04-2012
- Completed Schooling with 71%
- GPA: 71%
Skills
Active Directory
Service Now
IBM Notes
ISM (IBM Ticketing Tool)
Azure Active Directory
Client relationship building
Upselling strategies
Feedback collection
Certification
- IBM Design Thinking
- Design thinking aims at providing solution-based approach to any problem. The objective of design thinking is to divide the problem into multiple small segments and working on the smaller individually, with the goal of resolving the overall issue. The process of design thinking can also be applied when developing or designing a new product.
Timeline
Customer Success Associate IV
Rackspace Technologies PVT LTD
04.2025 - CurrentRead more
CUSTOMER SUCCESS ASSOCIATE III
Rackspace India Private Limited
05.2023 - 04.2025Read more
ESCALATIONS TEAM LEAD
Kyndryl Solutions Private LTD
07.2021 - 03.2023Read more
ESCALATION CO-ORDINATOR
Kyndryl Solutions Private LTD
09.2019 - 07.2021Read more
TECHNICAL SUPPORT ASSOCIATE
Kyndryl Solutions Private LTD
07.2017 - 09.2019Read more
Sree Venkateshwara English School - Schooling,
Read more
Garden High School - Higher Secondary,
Read more
Indian Academy Degree College - Bachelor of commerce,
Read more