Wildlife Photography and Conservation
Revath B C
Senior Technical Account Specialist
Hyderabad
Summary
Professional Summary
Technical Account Manager with a demonstrated growth trajectory in SaaS - progressing from Intern to TAM through consistent performance. Experienced in managing complex, high-touch enterprise accounts end-to-end, from onboarding and escalation resolution to churn prevention and cross-functional alignment. Skilled in building scalable processes, leveraging AI tools for operational efficiency, and collaborating across Product, Engineering, Customer Success, and other functions. Recognized for deep product expertise, customer obsession, mentoring capability, and a drive to go Above & Beyond.
Overview
4
4
years of professional experience
4
4
Languages
Work History
Senior Technical Account Specialist
Zenoti
05.2025 - Current
- Managed 16 or more active accounts and 7 hypercare accounts across Enterprise and PE segments, with 0% churn. Built strong relationships with clients, vendors, and stakeholders through regular cadence calls and monthly performance reporting (CSAT, MTTR, FTR, backlog), serving as the single point of contact for high-touch accounts. Some of my customers include Body by OrangeTwist, Face to Face Spa, The Aesthetics Syndicate, Medspa Partners Canada, Victoria Park Medspa, Well Labs Enterprises, Elevate Fitness Gyms, etc.
- Drove turnarounds on underperforming accounts, with CSAT improvements of up to 40% and FTR gains of up to 24%. Handled complex workflows spanning fitness, memberships, loyalty, payroll, APIs, and reporting to stabilize account health proactively.
- Designed the TAM Risk Rating Report, Hypercare Account Transition Report, and a Complex Hypercare Account–Support Tracker to provide visibility into account health, and predict escalations and churn. Led backlog stabilization from over 350 to approximately 260 by Q4, and contributed multiple CEDUs to reduce documentation gaps and recurring ticket volume. Automated support, MBR reporting, and streamlined other time-intensive team workflows by leveraging AI tools, improving overall operational efficiency.
- Served as an SME for the Fitness Vertical, managing the vertical backlog, onboarding new accounts, and training agents through demos. Also acted as an SME for Medical Records, owning documentation, real use-case testing, and serving as the support POC for the feature rollout.
- Actively collaborated cross-functionally with Product Management, Engineering, Implementation, Billing/Finance, Customer Success, SRE, and other teams to drive resolutions and align on account strategy.
Senior Product Support Specialist
Zenoti
03.2025 - 04.2025
- Served as a on-floor SME and trusted advisor to enterprise customers, mentoring L1/L2 agents, owning complex escalations end-to-end, and coordinating cross-functionally with engineering and product teams to drive resolutions and influence product direction.
- Closed 136 tickets in April, with 87.5% CSAT, and 1.73-day MTTR.
- Transitioned to Technical Account Management by May 2025, based on demonstrated enterprise capability.
Product Support Consultant
Zenoti
11.2022 - 02.2025
- Managed Enterprise and Midsize accounts, ensuring clients maximized product value. Conducted weekly check-ins with client POCs to track ticket status, document pain points, and deliver training.
- Promoted to a mid-role in 2024 for consistent performance, taking on expanded responsibilities, including cross-functional liaison between Development, CSMs, and stakeholders, leading de-escalations, and mentoring new hires to improve team efficiency. Served as the key liaison between Development, CSMs, and stakeholders to resolve issues and improve client satisfaction.
- Played a lead role in de-escalating critical issues and driving prompt resolutions. Onboarded and mentored new hires and junior team members through training, knowledge sharing, and process improvement.
- Performance Highlights : Consistently exceeded targets with 70–150 ticket closures per week (~7,000 total), maintaining a 90% happiness score. Handled over 700 client calls (approximately 6,500 minutes) with strong feedback, and a 7.48 audit score.
Intern - Customer Experience
Zenoti
05.2022 - 11.2022
- Completed a foundational internship focused on product training, customer handling, and support ticket QA. Actively participated on the floor to assist customers with newly launched Zenoti features, and built hands-on expertise in the product ecosystem.
- About Zenoti: The #1 all-in-one business management software for salons, spas, medspas, and fitness studios! - Used daily by over 30,000 businesses across 50 countries.
Education
B.E - Electronics & Communication Engineering
Vidyavardhaka College of Engineering
Mysuru, Karnataka08.2022
Skills
Escalation Management and Cross-Functional Stakeholder Collaboration
AI-Driven Process Optimization
Technical Proficiency - DNS & API Management
Support Analytics & Reporting
Customer Education & Training
Accomplishments
- Spot Award (October 2023)Recognized for excellence, accountability, and teamwork in collaboration with the Project team during go-live engagements.
- WoW Club - Innergize 2025, Seattle - Selected to represent the Technical Accounts team at the Zeenius Bar, based on an "Above and Beyond" nomination for quick product solutioning and proven handling of high-stakes escalations.
Interests
AI-Curious
Sim Racing
Timeline
Senior Technical Account Specialist
Zenoti
05.2025 - Current
Senior Product Support Specialist
Zenoti
03.2025 - 04.2025
Product Support Consultant
Zenoti
11.2022 - 02.2025
Intern - Customer Experience
Zenoti
05.2022 - 11.2022
B.E - Electronics & Communication Engineering
Vidyavardhaka College of Engineering