Satvik Mittal
Hyderabad
Summary
Customer-focused and result-driven SaaS support professional with 3.5+ years of progressive experience in product support, client management, and operational excellence. Adept at handling escalations, managing churn, and leading cross-functional initiatives to enhance customer satisfaction. Recognized as one of top performers in the department. Seeking to leverage my expertise in customer success, technical support, and team leadership for impactful roles in global software organizations.
Overview
5
5
years of professional experience
Work History
Product Support Consultant (L-22)
Zenoti
Hyderabad
09.2024 - Current
- Leading backlog management and escalation resolution across global accounts.
- Managing shift operations, mid-shift check-ins, and team handovers.
- Structured daily rosters, shift best practices, and operational guidelines.
- Accepted handovers of newly onboarded clients and ensured smooth transition.
- Handling Escalations.
- Drove product feature enhancement requests and internal adoption.
- Created real-time dashboards for performance tracking and reporting.
- Trained and mentored new joiners on product usage and support protocols.
Product Support Consultant (L-21)
Zenoti
Hyderabad
07.2023 - 08.2024
- Point of Contact (POC) for 12+ Corp operated organizations
- Delivered exceptional support via multichannel communication-email, chat & call.
- Facilitated technical troubleshooting and cross-functional resolution.
- Conducted end-to-end product training to drive usage and satisfaction.
- Resolved customer inquiries through effective troubleshooting and problem-solving techniques.
- Provided expert support for clients using Zenoti software solutions.
- Utilized SQL, Jira, and EZConnect to identify and resolve system issues.
Product Support Intern
Zenoti
Hyderabad
01.2023 - 07.2023
- Supported SaaS product users across key spa, salon, medspa and fitness verticals.
- Assisted in process documentation and customer training.
- Led issue resolution initiatives and tested system updates for bugs.
HR Trainee
Danone India
06.2022 - 07.2022
- Streamlined HR ops using SAP, vendor negotiations, and payroll tracking.
Marketing Manager
Zero Cooper Products Pvt. Ltd.
08.2020 - 07.2021
- Led campaign strategy, managed budgets, and executed branding efforts.
Education
MBA - Marketing, IT & Business Research
GD Goenka University
Gurugram01.2023
Digital Marketing -
Hansraj College, Delhi University
01.2022
B.Com -
University of Delhi
01.2020
Skills
- Customer Success & Relationship Management
- SaaS Product Support & Troubleshooting
- Churn & Escalation Management
- Shift Operations & Team Coordination
- CRM Tools: Zenoti, Zendesk, Freshdesk
- Atlassian (Jira, Confluence)
- SQL
- Excel Dashboards
- Client Onboarding & Feature Enhancement
- Generative AI (ChatGPT)
- Knowledge Base Structuring
- Performance Reporting & Roster Structuring
- EZConnect
- MS Excel (Dashboards, Pivot)
- Design & Documentation: Canva
- Help Docs
- Notion
Websites
Accomplishments
• Account POC at Zenoti
• Recovered 11 churn-risk clients in Q1 2024
• In 2025 de-escalated 17 churn risk accounts
• Delivered Dove Marketing Campaign during MBA
• Pre-Placement Offer (PPO) from Zenoti
• Recovered 11 churn-risk clients in Q1 2024
• In 2025 de-escalated 17 churn risk accounts
• Delivered Dove Marketing Campaign during MBA
• Pre-Placement Offer (PPO) from Zenoti
Portfolio And Project Links
- Zenoti Recognition Post
- Digital Portfolio
- Dove Marketing Project
Timeline
Product Support Consultant (L-22)
Zenoti
09.2024 - Current
Product Support Consultant (L-21)
Zenoti
07.2023 - 08.2024
Product Support Intern
Zenoti
01.2023 - 07.2023
HR Trainee
Danone India
06.2022 - 07.2022
Marketing Manager
Zero Cooper Products Pvt. Ltd.
08.2020 - 07.2021
MBA - Marketing, IT & Business Research
GD Goenka University
Digital Marketing -
Hansraj College, Delhi University
B.Com -
University of Delhi