RUBY SINGH
Faridabad, Haryana
Summary
Results-driven Customer Success and Operations leader with over 7 years in market research technology and enterprise client management. Expertise in managing strategic B2B relationships and operational initiatives for major clients. Skilled in executive stakeholder management, client onboarding, performance management, and process improvement. Proven ability to thrive in fast-paced environments while driving data-driven decisions and cross-functional collaboration.
Overview
7
7
years of professional experience
Work History
Lead CSM – Customer Success Manager
Buncha Technologies Pvt Ltd
10.2024 - Current
- Lead strategic B2B enterprise client relationships across the U.S., serving as the primary point of contact for major accounts including Meijer, Walmart, Costco, ALDI, Cub Foods, and Target.
- Partner with C-level executives and senior stakeholders to understand business priorities, translate requirements into actionable plans, present data-driven insights, and lead performance-focused business reviews.
- Lead enterprise onboarding and implementation initiatives, including an on-site U.S. engagement to onboard Meijer onto the Buncha platform, aligning stakeholders, processes, and adoption goals.
- Managed client performance through scorecards on SLA adherence, resolution times, weekly/monthly GMV, satisfaction, and operational trends; identified risks and improvement opportunities using insights.
- Collaborate with Product, Engineering, Sales, Support, and Finance teams to resolve complex escalations, improve operational outcomes, and deliver client-focused solutions.
- Analyze customer and operational trends and convert findings into recommendations that influence product priorities, service improvements, and team strategy.
- Automated stakeholder reporting with SQL, Metabase, and Power BI, enhancing visibility into performance and facilitating data-driven discussions.
- Proactively resolved issues and managed relationships to support customer retention, adoption, and account growth.
CSM – Customer Success Manager
Buncha Technologies Pvt Ltd
03.2022 - 10.2024
- Facilitated renewals, retention, account growth, and customer satisfaction through structured success planning and proactive engagement with clients.
- Led U.S.-based client onboarding and adoption programs, building long-term relationships and ensuring customers realized value from the platform.
- Managed customer issues and escalations proactively, collaborating with Sales, Support, Finance, and Technology teams to resolve challenges effectively.
- Acted as the voice of the customer, translating feedback and recurring operational needs into actionable input for Product and Development teams.
- Streamlined processes and shared best practices to enhance team efficiency, service quality, and overall customer experience.
Senior Technical Analyst
Lucid Holdings (acquired by Cint)
08.2020 - 03.2022
- Built dashboards and data visualizations to surface performance trends and provide actionable insights for business decisions.
- Delivered reports and dashboards driven by stakeholder requirements from gathering through launch, aligning business needs with technical execution.
- Analyzed transactional data to identify anomalies, investigate operational issues, and support audit and governance requirements.
- Tracked and prioritized bugs by business impact and supported investigation/debugging of API-related issues.
- Managed external partners and clients across cross-functional projects in market research technology, coordinating requirements, delivery, and ongoing support to ensure project success.
- Acted as a key communication point between clients, internal teams, and leadership by providing account updates, executive summaries, project status, and issue visibility.
- Developed tailored success plans with measurable goals and risk-mitigation actions, enhancing client outcomes and ensuring project continuity.
- Produced ad-hoc Salesforce reporting and analysis to support internal stakeholders with timely, actionable insights.
Trust & Safety Specialist
Lucid Holdings (acquired by Cint)
06.2019 - 07.2020
- Performed fraud examinations using multiple data sources, identifying platform vulnerabilities and emerging risks to mitigate potential threats.
- Researched and resolved internal and external customer queries, ensuring compliance with Privacy Policy and User Agreement requirements to enhance user trust.
- Conducted structured research and data analysis with internal and external subject-matter experts to resolve complex problems.
- Provided management with actionable feedback on process, tool, and functionality improvements, addressing recurring issues to enhance operational effectiveness.
Education
Bachelor of Science - Computer Science (Honors)
University of Delhi
New Delhi, India01-2017
Class XII - Non-Medical
D.A.V. Public School
Faridabad01-2014
Skills
- Global Coverage & Operations
- Market Research Technology
- Enterprise Client Management
- Customer Success
- Project & programme Coordination
- Stakeholder Management
- Executive Business Reviews
- Team Leadership & Coaching
- Client Onboarding & Implementation
- Escalation Management
- Operational Excellence
- Process Improvement
- Cross-functional Collaboration
- Data-driven Insights
- Retention and Revenue Growth
Technical Skills
- Metabase
- MySQL
- Power BI
- Salesforce
- Intercom
- Kibana
- Datadog
- Mixpanel
- Zapier
- Claude
- Jira
- ClickUp
- Notion
- Postman
- Microsoft Powerpoint
- Microsoft Excel
Timeline
Lead CSM – Customer Success Manager
Buncha Technologies Pvt Ltd
10.2024 - Current
CSM – Customer Success Manager
Buncha Technologies Pvt Ltd
03.2022 - 10.2024
Senior Technical Analyst
Lucid Holdings (acquired by Cint)
08.2020 - 03.2022
Trust & Safety Specialist
Lucid Holdings (acquired by Cint)
06.2019 - 07.2020
Bachelor of Science - Computer Science (Honors)
University of Delhi
Class XII - Non-Medical
D.A.V. Public School