Shivam Kumar Rajput
Noida
Summary
Results-driven Operations and Client Success Manager specializing in B2B SaaS implementation and enterprise account management. Led delivery of over 55 SaaS products in capital markets and healthcare. Managed requirement gathering and customized deployments, ensuring SLA compliance and high client retention. Enhanced client satisfaction and fostered long-term partnerships through strategic engagement and effective project management.
Overview
7
7
years of professional experience
2
2
Certifications
Work History
Operations & Client Success Assistant Manager
Meon Technology
Noida
06.2025 - Current
- · Managed end-to-end implementation of 55+ B2B SaaS products, including KYC & Re-KYC onboarding solutions for capital market brokers, CRM systems (Capital Market & Healthcare), HR Management, Sales Management, Chatbots solutions, and WhatsApp Business integrations.
- · Worked closely with the Sales team to understand client scope and commercial commitments before project initiation.
- · Led requirement gathering sessions and conducted multiple client meetings to finalise scope and prepare detailed BRD (Business Requirement Documents).
- · Coordinated with product and tech teams to customise SaaS solutions as per client requirements.
- · Oversaw complete project lifecycle from onboarding to delivery and post-go-live stabilisation.
- · Headed the Delivery & Support team, ensuring smooth implementation and SLA adherence.
- · Owned customer success, retention, and annual renewals; ensured high client satisfaction and long-term partnerships.
- · Managed enterprise clients including Univest, Canara Bank, BP Wealth, JM Financial, Aionion Investment Service, and RS Wealth.
- · Ensured yearly client retention through proactive engagement, issue resolution, and performance optimisation.
- · Led cross-functional coordination between Sales, Product, Tech, and Support teams to ensure seamless execution.
- Facilitated team meetings to review project progress and identify challenges.
- Oversaw inventory and supplies to maintain efficient technology operations.
- Contributed to daily operations to streamline workflow in technology projects.
- Aided in implementing new software tools to improve team collaboration.
- Communicated with clients to understand their needs and provide technical support.
- Created process documentation to enhance knowledge sharing among team members.
- Collaborated with cross-functional teams to enhance project delivery and coordination.
Mentor/Customer Support Team Lead
Noon.com
Gurgaon
10.2020 - 05.2025
- Supervised and mentored over 20 support agents across chat, email, and voice channels.
- Led daily operations of customer support team to enhance service delivery.
- Managed escalated customer issues, ensuring timely resolution and satisfaction.
- Trained new team members on support processes, tools, and best practices.
- Analyzed customer feedback to drive service improvement initiatives.
- Collaborated with cross-functional teams to streamline communication and workflows.
- Facilitated regular team meetings to promote engagement and information sharing.
- Developed training materials that improved team knowledge retention and performance.
Customer Service Team Leader
Tech Mahindra
Noida
06.2019 - 10.2020
- Led initiatives to improve CSAT and customer experience metrics.
- Owned and managed key KPIs including AHT, FCR, CSAT, SLA, TAT, and Service Level.
- Monitored QA scores, SOP adherence, and compliance metrics to maintain service quality.
- Ensured SLA adherence across voice, email, and chat support channels.
- Reduced escalations and repeat contacts by improving resolution accuracy.
- Conducted regular coaching sessions, quality audits, and performance reviews.
- Managed escalations and ensured timely, resolution-focused closure.
- Coordinated with QA, Training, Product, and Operations teams for process improvements.
- Analyzed daily and weekly performance dashboards to drive data-based decisions.
- Optimized SOPs and workflows to improve operational efficiency.
Customer Service Executive
Ienergizer
Noida
10.2018 - 06.2019
- Resolved customer inquiries and issues promptly, ensuring customer satisfaction.
- Assisted customers with product selections and service options.
- Managed incoming emails, directing them to appropriate departments for timely response.
- Collaborated with team members to enhance service delivery processes.
- Maintained a positive attitude while handling challenging customer situations.
- Provided accurate information regarding products and services, enhancing customer understanding.
Education
MBA - Logistics And Operations
Sikkim Manipal University
Distance Learning 06-2024
Bachelor of Science - Computer And Information Sciences
Mahatma Jyotiba Phule Rohilkhand University
Bijnor09-2017
Intermediate Certificate - PCM
Saraswati Vidya Mandir Inter College
Bijnor06-2013
High School Diploma -
Saraswati Vidya Mandir Inter College
Bijnor06-2011
Skills
- B2B SaaS implementation
- Client requirements documentation
- Project management
- Project and SLA delivery
- Client onboarding
- Customer retention
- CRM solutions
- SaaS customization
- Stakeholder management
- Delivery leadership
- Operations optimization
- Data analysis
- Quality assurance
- Enterprise client management
- Relationship management
- Business development
- Product sales
- Negotiation
- Contract management
- Staff management
- Scheduling and planning
- Inventory management
- Promotional planning
- Rewards program
- Effective communication
- Team motivation
- Stakeholder engagement
- Graphic design
- Marketing adaptability
- Office software
- Marketing adaptability
Accomplishments
Best Newcomer – Team Lead CS, noon.com (2022)
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Certification
Generative AI
Timeline
Operations & Client Success Assistant Manager
Meon Technology
06.2025 - Current
Mentor/Customer Support Team Lead
Noon.com
10.2020 - 05.2025
Customer Service Team Leader
Tech Mahindra
06.2019 - 10.2020
Customer Service Executive
Ienergizer
10.2018 - 06.2019
MBA - Logistics And Operations
Sikkim Manipal University
Bachelor of Science - Computer And Information Sciences
Mahatma Jyotiba Phule Rohilkhand University
Intermediate Certificate - PCM
Saraswati Vidya Mandir Inter College
High School Diploma -
Saraswati Vidya Mandir Inter College