Sanjay Rohith
Chennai
Summary
Versatile professional with 6 years at Zoho, growing from a Technical Support Engineer to a leadership role in customer experience.Lead a team, handling demos, onboarding, and support for Zoho Marketing Plus, while running 20+ CX workshops across 16 countries.Strong in event planning, team guidance, and collaboration to enhance customer satisfaction, and brand reach. Aiming to leverage this background to further elevate customer engagement initiatives.
Overview
6
6
years of professional experience
Work History
CX Workshops & Global Events
Zoho
Chennai
10.2023 - Current
- Revamped workshop agendas from feature-specific content to industry-specific problem-solving formats, enhancing attendee engagement and knowledge retention.
- Launched a new ticket class for high-value customers, enabling direct interaction with support managers and product teams to address custom requirements.
- Introduced a post-workshop certification course to maintain attendee engagement, and build a thriving customer community.
- Designed and implemented sandbox environments preloaded with relevant data for hands-on training, improving participant learning outcomes.
- Trained and coached 10+ first-time presenters, ensuring high-quality event delivery, and maintaining presentation standards.
- Collaborated with a video production crew to capture customer testimonials for future promotional use.
Lead - Customer Support
Zoho
Chennai
10.2023 - Current
- Established a priority support framework for accounts with $5K+ ARR, reducing churn by 10% through SLA optimization, and cross-functional collaboration with account managers.
- Initiated proactive customer outreach initiatives to strengthen engagement and improve customer retention rates.
- Streamlined the handoff process between onboarding and support teams by integrating case documentation, enhancing continuity, and customer satisfaction.
- Transformed generic demos into business-specific, industry-focused sessions using sandbox environments, increasing relevance, and driving product adoption.
Senior Product Consultant
Zoho
Chennai
06.2022 - 10.2023
- Mentored and trained junior support engineers, enhancing team efficiency in handling enterprise-level accounts and complex customer escalations.
- Managed high-impact escalations for enterprise clients, ensuring seamless issue resolution, and improved CSAT scores.
- Introduced support, performance tracking, to monitor and enhance key metrics, improving overall team productivity.
- Delivered my first international presentation at Zoholics, London, showcasing customer success stories, and deep product knowledge.
Technical Support Engineer
Zoho
Chennai
06.2019 - 06.2022
- Delivered high-quality technical support across calls, emails, and chats, consistently maintaining above-average CSAT scores.
- Resolved customer queries by applying product expertise and ensuring prompt resolution, contributing to increased customer retention.
Education
Bachelor of Engineering - Computer Science And Engineering
Anna University
Tirupur India06.2019
Skills
Tools: Adobe Lightroom, Adobe Photoshop, Canva, DaVinci Resolve Skills: Public Speaking, Customer Marketing, Team Leadership, Training and Coaching, Event Management, Customer Enablement, Program Management
Timeline
CX Workshops & Global Events
Zoho
10.2023 - Current
Lead - Customer Support
Zoho
10.2023 - Current
Senior Product Consultant
Zoho
06.2022 - 10.2023
Technical Support Engineer
Zoho
06.2019 - 06.2022
Bachelor of Engineering - Computer Science And Engineering
Anna University
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