Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
Generic

Tarun Singhal

Gurgaon

Summary

Experienced Professional with over 7 years of experience in people management, escalation management, client success management, strategy formulation and execution of software projects and internal projects. Specialized in project management and experienced in complete project cycle from analysis, architecture and design, through development and deployment.

Overview

6
6
years of professional experience
3
3
Certification
4
4
years of post-secondary education

Work History

Sr. Success Agent- PM and Customer Success

Salesforce.com
Gurgaon
08.2020 - Current
  • Currently driving technical support backlog reduction initiative.
  • Leading program from Inception to completion for enhancement of Salesforce Field Service(FKA FSL).
  • Lead cross-functional global teams of 50+ size for reducing R&D engagement and support backlog reduction.
  • Delivered highly critical monitoring mechanism to identify multi point of failure legacy system in time to prevent peak season downtime and potential multi-million$ revenue loss.
  • Managed project to design and develop highly scalable Data Warehouse system and ETL process for collecting information for business intelligence.
  • Established processes to setup new team for development and delivery.
  • Achieve project goals by managing scope, risks, issues, dependency, decisions, and action items.
  • Collaborated with global teams to define and explore business challenges, creating technical roadmaps based on findings.
  • Coordinated and planned operational meetings to reduce inter-departmental redundancy.
  • Defined and managed feedback loop, integrating customer complaints and suggestions into future programmatic changes.
  • Formed multi-departmental roundtable to discuss optimizations to address departmental weaknesses.
  • Created training program that enabled employees to maintain and improve skills in various types of software packages.
  • Provided consultancy to Product Support department, serving as primary liaison between it and R&D department.
  • Planned and managed technical projects for clients.
  • Interfaced with R&D teams to integrate new technologies, streamlining use of existing systems to reduce operating cost by 50%.

Success Agent( Support Account Owner)

Salesforce
Gurgaon
01.2020 - 07.2020
  • Effectively managed Critical Incidents Updates and Key Account escalations.
  • Saved more than $3 M by effective escalation management and Client retention.
  • Worked with customers to understand needs and provide excellent service.
  • Engaged in tool and process improvements to streamline customer success activities and services.
  • Participated in product innovation by identifying and representing customer needs and presenting new product capabilities.
  • Developed and executed solutions to customer needs and drivers through hands-on engagement.
  • Conducted presentations to large groups at trade shows, reseller events and onsite product trainings.
  • Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement.

Technical Support Engineer

ClickSoftware India Pvt Ltd
Gurgaon
01.2019 - 12.2019
  • Served as SME for ClickDashboard and Service optimization Suite.
  • Delivered Tier-3 support to internal and external customers.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Served as primary point of contact for support relating to owned solutions and products.
  • Maintained response times to support business continuity.
  • Performed root cause analysis of reported issues to enact corrections.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Traveled with sales engineers on customer site visits to respond to specific technical questions.

Application Support Engineer

Primus Global technologies
Gurgaon
04.2018 - 12.2018
  • Addressed technical issues and guided end users through resolution.
  • Partnered with development team on product development and application support plans.
  • Contributed to continuous improvement and quality assurance tasks.
  • Improved application performance through optimization of flow processes.
  • Worked closely with other team members in such tasks as troubleshooting and debugging.
  • Resolved system test and validation problems to provide normal program functioning.
  • Updated technical documentation, product specifications and technical training materials.
  • Designed and developed application scripts for test scenarios.
  • Conducted scheduled system upgrades to maximize performance.

Application Support Engineer

Vega Innovations and techno-consultants
Gurgaon
07.2016 - 03.2018
  • Addressed technical issues and guided end users through resolution.
  • Partnered with development team on product development and application support plans.
  • Contributed to continuous improvement and quality assurance tasks.
  • Improved application performance through optimization of flow processes.
  • Worked closely with other team members in such tasks as troubleshooting and debugging.
  • Resolved system test and validation problems to provide normal program functioning.
  • Updated technical documentation, product specifications and technical training materials.
  • Designed and developed application scripts for test scenarios.
  • Conducted scheduled system upgrades to maximize performance.

Education

Bachelor of Technology - Instrumentation And Control Engineering

Amity School of Engineering And Technology
New Delhi
08.2012 - 07.2016

Skills

  • Product Management
  • Project Management
  • Customer Management
  • Team Building & Mentoring
  • Escalation Management
  • Web Application Development
  • Requirement Gathering
  • Agile Methodology
  • Programming
  • Databases
  • System Design
  • Design Thinking

Affiliations

  • Salesforce TrailBlazer - January 2019
  • Scheduling Intelligence - January 2020

Certification

  • HPE TeMIP Certified professional - November 2017
  • CCNA - November 2018
  • Salesforce Certified Administrator - January 2021
  • Salesforce Accelerate for people management and program management - August 2021


Timeline

Sr. Success Agent- PM and Customer Success

Salesforce.com
08.2020 - Current

Success Agent( Support Account Owner)

Salesforce
01.2020 - 07.2020

Technical Support Engineer

ClickSoftware India Pvt Ltd
01.2019 - 12.2019

Application Support Engineer

Primus Global technologies
04.2018 - 12.2018

Application Support Engineer

Vega Innovations and techno-consultants
07.2016 - 03.2018

Bachelor of Technology - Instrumentation And Control Engineering

Amity School of Engineering And Technology
08.2012 - 07.2016

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Tarun Singhal