RISHAB ARORA
Hyderabad
Summary
Customer Success Consultant with 11 years of experience helping enterprise customers achieve business outcomes through Salesforce. Experienced in stakeholder management, business requirement discovery, AI product adoption, implementation roadmaps, executive engagement and cross-functional collaboration across Sales Cloud, Agentforce and Data Cloud.
Overview
2
2
Languages
1
1
Certification
11
11
years of professional experience
Work History
Customer Success Consultant
Salesforce
Hyderabad
02.2022 - Current
- Partnered with enterprise customers to understand business objectives and identify high-impact use cases across Sales Cloud, Agentforce and Data Cloud, helping organizations maximize value from their Salesforce investments.
- Conducted discovery workshops with business and technical stakeholders to identify pain points and desired outcomes, recommending suitable Salesforce capabilities to enhance process efficiency.
- Advised customers on Einstein Activity Capture, Sales Engagement, Einstein Conversation Insights, CRM Analytics, Agentforce and Data Cloud, aligning platform capabilities with customer business requirements.
- Designed phased implementation and adoption roadmaps based on customer priorities, business impact and organizational readiness.
- Led product demonstrations and enablement sessions to facilitate product adoption and optimize platform utilization.
- Collaborated with Solution Engineers, Success Architects, Product Specialists, Account Executives and Support teams to drive successful customer engagements.
- Monitored feature adoption and customer health metrics to identify opportunities for increased platform usage and enhanced business value.
- Worked with internal support teams to resolve platform issues, remove adoption blockers and improve customer experience.
- Acted as a trusted advisor to business and executive stakeholders on AI adoption, CRM transformation and customer data strategy.
- Supported renewal readiness through improved product adoption, executive engagement and value realization.
- Prioritized product backlog based on user feedback and market trends.
- Analyzed user stories to ensure clear acceptance criteria and specifications.
- Coordinated with development teams to deliver features on schedule.
- Implemented Agile methodologies to enhance team collaboration and efficiency.
- Developed user stories, acceptance criteria, and mockups for new features.
- Facilitated daily stand-up meetings to review progress towards sprint goals.
- Provided training and support for users throughout the product lifecycle.
Subject Matter Expert
Cognizant
Pune
08.2021 - 01.2022
- Acted as a Salesforce CRM advisor by aligning customer requirements with Salesforce capabilities.
- Conducted enablement sessions and resolved complex Salesforce issues.
- Mentored junior team members in subject matter expertise and effective communication.
- Mentored engineers and collaborated with cross-functional teams.
- Facilitated training sessions to enhance knowledge of industry standards and processes.
- Managed knowledge sharing sessions to promote continuous learning among staff.
- Offered one-on-one support for team members and managers to drive continuous improvement.
Technical Support Lead
Tech Mahindra Business Services
Pune
06.2017 - 07.2021
- Led technical support team to resolve customer inquiries effectively.
- Troubleshot customer inquiries and resolved technical problems efficiently.
- Managed escalations to enhance customer experience and mentored team members on support best practices.
- Managed escalated cases, ensuring timely resolution to maintain customer satisfaction.
- Collaborated with cross-functional teams to develop customer experience initiatives, improving overall satisfaction.
- Analyzed recurring issues to identify trends and recommend improvements, streamlining support processes.
- Led telecom CRM support operations for Three UK.
Customer Support Specialist
Amazon Development Center
Pune
10.2015 - 01.2017
- Delivered customer support and created process documentation to enhance operational efficiency.
- Resolved issues efficiently through communication and problem-solving skills.
- Delivered customer support and created process documentation to improve operational efficiency.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Engaged with customers across chat and email support to address inquiries and resolve issues.
- Escalated complex issues to appropriate departments for timely resolution.
- Documented customer correspondence in CRM to effectively track requests and solutions.
Education
Prodegree - Data Science and Business Analytics
Imarticus Learning
Bachelor of Engineering -
Dr. D. Y. Patil School of Engineering Academy
Skills
- Salesforce Configuration
- CRM Analytics
- Data Management
- AI integration
- Product Discovery
- Requirement analysis
- Feature prioritization
- Product Adoption
- Stakeholder Management
- Cross-functional Collaboration
- Agile methodologies
- Adoption strategies
- Executive communication
- Customer Engagement
- Adoption strategies
Languages
English
Advanced (C1)
C1
Hindi, Punjabi
First Language
Certification
- Salesforce Certified Administrator
- Salesforce Certified Advanced Administrator
- Salesforce Certified Sales Cloud Consultant
- Salesforce Certified Platform App Builder
- Salesforce AI Associate
- Salesforce AI Specialist
- Salesforce Data Cloud Consultant
Accomplishments
- Agentblazer Legend 2026
- Trailhead All-Star Ranger
Timeline
Customer Success Consultant
Salesforce
02.2022 - Current
Subject Matter Expert
Cognizant
08.2021 - 01.2022
Technical Support Lead
Tech Mahindra Business Services
06.2017 - 07.2021
Customer Support Specialist
Amazon Development Center
10.2015 - 01.2017
Prodegree - Data Science and Business Analytics
Imarticus Learning
Bachelor of Engineering -
Dr. D. Y. Patil School of Engineering Academy