Summary
Overview
Work History
Education
Skills
Awards
Timeline
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ROSHNI CHANDRAN

Senior Customer Success Engineer
Gorey

Summary

Highly skilled professional with 2+ years as a Senior Customer Success Engineer at Twilio-Segment, 2 years in social media advertising/marketing as a Business Technical Analyst (Accenture for Meta), and 1.5 years as a Software Developer at CS3 Informat. Expert in building customer relationships, delivering tailored technical solutions, and ensuring seamless platform integration. Strong troubleshooting, API development, data analytics, and technical expertise across HTML/CSS/JavaScript, SQL Server, Python, and escalation handling. Challenge the status quo, innovate solutions, and play a key role in delivering an exceptional customer journey. Consistently recognized for exceptional performance, achieving high-priority goals, and receiving multiple awards and accolades for outstanding customer success and technical excellence.

Overview

2026
2026
years of professional experience

Work History

Senior Customer Success Engineer for Segment

Twilio
08.2023 - Current
  • Deliver expert technical support for seamless API integration and data workflows across web, mobile, and server platforms.
  • Diagnose and resolve complex API, data pipeline, and system integration issues to ensure high performance and minimal downtime.
  • Engage directly with customers via Zendesk, Slack, phone, and email, providing real-time troubleshooting and strategic guidance.
  • Collaborate with cross-functional teams (Solutions Architects, Engineers, Marketing, and Operations) to drive adoption and retention.
  • Utilize SQL, AWS, BigQuery, PDL, Datadog, and server-side scripting to debug, analyze, and resolve data-related challenges while optimizing platform usage.
  • Manage high-priority escalations, improve documentation, and drive process improvements to enhance customer experience and support efficiency.
  • Maintained a 9.76% average CSAT score in 2024 while managing a $7MM ARR portfolio.

BPS technical analyst

Accenture for Meta
11.2021 - 08.2023
  • Enhanced client satisfaction by delivering effective escalation support and understanding business needs.
  • Managed workflow queues, ensuring rapid issue resolution, bug fixes, and system maintenance for smooth operations.
  • Analyzed data from multiple sources to provide actionable insights, driving strategic decisions.
  • Designed and maintained Power BI dashboards, improving data accessibility for business users.
  • Developed BI governance guidelines, ensuring structured documentation and scalable infrastructure.
  • Researched AI and machine learning advancements to enhance analytics and efficiency.
  • Identified process improvement opportunities, supporting the product team in delivering high-impact solutions.
  • Resolved complex technical issues using API calls, HTML/CSS/JavaScript, and SQL, increasing issue resolution rates by 30% and reducing escalation resolution time by 40%.
  • Developed a training program, reducing onboarding time by 30% and increasing retention by 25%.
  • Mentored team members, leading to a 20% improvement in performance and enhanced escalation handling for TLs and D2E teams.

Software Engineer

CS3 Informat
  • Developed desktop and web apps using ASP.NET, C#, VB.NET, and SQL Server, ensuring seamless functionality and user experience.
  • Improved app performance by 30% with Object-Oriented Concepts and Three-Tier Architecture, enhancing scalability.
  • Delivered seminars at 5 colleges, inspiring 500+ students and increasing CS enrollments by 15%.
  • Led 3 promotional events, boosting website traffic by 25% and product sales by 10%.
  • Trained 20 employees, improving performance by 40% and operational maturity by 20%.
  • Led 4 major projects, including systems for universities, hospitals, and CRM, saving costs and increasing retention by 15%.

Education

Bachelor of Computer Application -

Kannur University

MSc - DevOps

Technological University of Dublin
08.2025

Skills

Java

Python

SQL Server

HTML/CSS/JavaScript

Industry Analysis

API Development

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Awards

  • Received the Quality Rockstar Award five times for exceptional contributions and was recognized twice as an Accenture Advocate for outstanding client relationships, leadership, and team motivation.
  • Earned exceptional performance ratings at Twilio Segment and was promoted to Senior Customer Success Engineer in just 1.2 years, well ahead of the standard 2.5-year evaluation timeline for promotions.
  • Twilio Champion and CSAT champion

Timeline

Senior Customer Success Engineer for Segment

Twilio
08.2023 - Current

BPS technical analyst

Accenture for Meta
11.2021 - 08.2023

MSc - DevOps

Technological University of Dublin

Software Engineer

CS3 Informat

Bachelor of Computer Application -

Kannur University

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ROSHNI CHANDRANSenior Customer Success Engineer