Microsoft Office (Excel, PowerPoint,Word)
Tanmay Ghule
Customer Success Manager | Senior Technical Support
Pune
Summary
Detail-oriented Computer Application graduate with knowledge of application support, SaaS platforms, and web technologies. Skilled in troubleshooting software issues, debugging applications, and performing functional testing. Familiar with SSO, access management, FTP, SMTP, and cloud computing fundamentals. Strong analytical thinker with a customer-centric mindset focused on SLA adherence and customer satisfaction (CSAT). Excellent communicator capable of supporting users in 24×7 global support environments.
Overview
4
4
years of professional experience
2
2
Certifications
Work History
Customer Success manager, (Sr. Representative Operations & Technical Support)
Concentrix
03.2024 - Current
- Managed end-to-end onboarding and application support for tour and activity operators on Bókun's SaaS platform, ensuring successful implementation and customer adoption.
- Conducted discovery calls with clients to gather business requirements, analysing booking workflows, pricing models, and operational processes to configure the SaaS application accordingly.
- Translated client requirements into tailored system configurations including product setup, availability management, pricing rules, and automated workflows.
- Provided technical and functional application support, troubleshooting configuration issues and ensuring smooth platform performance.
- Improved onboarding efficiency by 88% through structured implementation plans, milestone tracking, and requirement-driven configuration strategies.
- Delivered personalized training sessions and product demonstrations, educating customers on platform functionality and best practices to improve product adoption.
Identified potential system configuration issues and - requirement gaps early in the onboarding lifecycle, reducing churn risk and improving customer satisfaction.
- Supported API integrations and third-party platform connectivity, including OTA integrations (Airbnb, Viator, GetYourGuide) and payment gateway setups.
- Collaborated with Product and Engineering teams to document customer issues, feature requests, and usability feedback, contributing to product improvements.
- Managed customer cases and onboarding progress through CRM tools such as Salesforce and Excel, maintaining accurate case documentation and performance tracking.
- Maintained 90%+ SLA adherence through proactive case follow-up, structured issue resolution, and consistent customer communication.
- Provided post-go-live technical support and troubleshooting assistance, resolving customer queries related to system configuration and integrations.
- Acted as a Subject Matter Expert (SME) on the operations floor, mentoring junior team members on requirement gathering, troubleshooting, and solution mapping best practices.
- Promoted cross-team collaboration with global stakeholders, ensuring timely escalation and resolution of complex technical issues.
Associate Operations
EXL Services
09.2022 - 09.2023
- Provided customer support and issue resolution by handling customer complaints and service requests through structured communication channels.
- Analysed customer concerns to identify root causes and provide timely resolutions , ensuring high customer satisfaction and service quality.
- Assisted customers in identifying suitable product packages based on their needs , improving customer experience and service adoption.
- Maintained and updated product-related information in internal databases , ensuring data accuracy and accessibility for operational teams.
- Retrieved and verified product data to support operational workflows and customer query resolution .
- Documented customer interactions and case details to ensure proper tracking, issue documentation, and process transparency .
- Collaborated with internal teams to resolve operational issues and escalate complex cases when required .
- Followed structured workflows and service level guidelines to ensure timely resolution of customer issues .
- Demonstrated strong communication, problem-solving, and customer service skills while managing multiple customer interactions .
Education
BBA(CA) -
MIT - Art's, commerce and Science college
01-2022
Skills
Technical Support & Troubleshooting:
Technical Support, Issue Resolution, Query Resolution, Escalation Management, Root Cause Analysis, Post-Incident Reporting, Remote Device Control, Software Troubleshooting, Account Security, Virtual Machine Management
Client Onboarding & Transition Support:
Client Onboarding, Onboarding Specialist, Go-Live Support, Stakeholder Management, Transition Support, Training & Mentorship, Customer Journey Management
Systems & Platforms Expertise:
SaaS Applications, Booking Management Systems, Travel Domain Knowledge, OTA Integrations (Airbnb, Viator, GetYourGuide), Payment Gateway Integration, API Integration, XML, JSON
Operations & Service DeliveryOperations Management, Workflow Management, SLA Compliance, Standard Operating Procedures (SOP), Project Management, Process Improvement, Risk Mitigation, Performance Improvement, KPI Tracking, Data Analysis
Tools & TechnologySalesforce, Power BI, SQL, Microsoft Excel (Advanced), Website Development using CMS, Widget Implementation & Customization
Additional Information
- Basic understanding of SaaS product environments and cloud-based applications .
- Familiar with CRM communication channels including email and ticket-based support .
- Strong analytical thinking, troubleshooting ability, and customer support mindset .
- Comfortable working in 24×7 global support environments including US EST shifts .
AWARDS
Top Performer – Concentrix, Performance Excellence – Concentrix, Special Customer Recognition – Trustpilot
KEY ACHIEVEMENTS
- 90% Customer Issue Resolution Rate
- Streamlined client transitions using Agile/Waterfall methods, reducing transition delays and boosting client satisfaction scores.
- 88% Improvement in Onboarding Efficiency
- Delivered prompt technical support across SaaS platforms and APIs.
Certification
MS-CIT
Hobbies
- Playing Guitar
- Horse Riding
Accomplishments
- Performance Excellence – Concentrix Special
- Customer Recognition – Trustpilot
- 88% Improvement in Onboarding Efficiency
Software
Google Workspace
SQL/Database (MySQL)
CRM tools (Salesforce)
Communication tools (Slack, Google Meet)
NotebookLM (Google AI-powered research and note taking tool)
Timeline
Customer Success manager, (Sr. Representative Operations & Technical Support)
Concentrix
03.2024 - Current
Associate Operations
EXL Services
09.2022 - 09.2023
BBA(CA) -
MIT - Art's, commerce and Science college