TUSHAR UPARKAR
Customer Success Lead
Mumbai
Summary
As a Customer Success Professional, I have a proven track record of enhancing customer satisfaction, adoption, and retention through strong relationship management and product insights. I excel in leading teams, managing escalations, and translating feedback into product improvements. My data-driven approach ensures optimized customer experiences from onboarding to renewal, driving measurable results in client satisfaction and engagement.
Overview
12
12
years of professional experience
5
5
Certifications
Work History
Customer Success Lead
Sygnius Infotech
08.2023 - Current
- Successfully onboarded new clients, ensuring smooth transitions of Sygnius’ solutions for Customer Engagement Loyalty Solution and led onboarding sessions and customer kick-off calls.
- Championed customer needs and provided valuable feedback to product and engineering teams, driving product enhancements.
- Built and maintained strong relationships with key stakeholders, fostering trust and loyalty.
- Drove product adoption and usage through targeted training, workshops, and ongoing support.
- Consistently exceeded customer satisfaction targets, as measured by CSAT and NPS scores.
- Successfully renewed contracts and expanded existing accounts, driving revenue growth.
- Led and managed a high-performing team of customer success professionals, providing guidance, coaching, and performance feedback.
- Effectively handled escalated customer issues, resolving complex problems and minimizing customer impact.
- Led initiatives to enhance customer satisfaction and overall experience, increasing customer satisfaction by 20% as measured by NPS scores.
- Developed effective training programs and resources to increase product usage and value realization.
Customer Advocate
DigitalOcean
08.2019 - 07.2023
- Demonstrated a focus on high client satisfaction and account health through monitoring, reporting, and driving the adoption of solutions.
- Onboarded new customers, ensuring smooth implementation and adoption of solutions.
- Advocated for customer needs, collaborating with the Product team to strengthen the product feedback loop.
- Ensured smooth implementation, product performance, and billing for clients, fostering a positive journey.
- Managed standard renewals, tracked churn indicators, and partnered with teams to identify upsell opportunities.
- Tracked client usage, adoption metrics, and revenue support to measure success and identify areas for improvement.
- Streamlined internal processes to reduce customer friction, creating, maintaining, and optimizing procedures.
- Established a comprehensive knowledge base for challenging customer issues and improving internal efficiency.
- Thrived in a team setting utilizing communication tools while taking ownership of tasks and projects.
Customer Success Engineer
Contentstack
08.2018 - 08.2019
- Improved customer retention by {15%} through managing onboarding and ongoing adoption processes for {200} clients.
- Responded to customer emails and chats, prioritizing excellent customer service.
- Performed root cause analysis for application issues.
- Worked closely with engineering, product management, technical architects, and sales teams to address product issues.
- Contributed to online support documentation and team improvement processes.
- Developed a system to prioritize tickets based on severity and resource availability.
- Led meetings with clients and internal teams to document requirements and explore solutions.
Application Support Engineer
Seclore Technologies
11.2016 - 05.2018
- Answered customer questions and provided information on Seclore product usage via phone, chat, and email.
- Facilitated correct operation of Seclore products.
- Diagnosed malfunctions in Seclore software operation.
- Developed and implemented a streamlined SaaS licensing and renewal process.
- Created and maintained a comprehensive knowledge base of licensing policies.
- Trained and mentored team members on the improved process.
Technical Account Manager
eClinicalWorks
01.2016 - 10.2016
- Installation and configuration of eClinicalWorks application on various network architectures and environments.
- Improved system efficiency by {15%} by performing scheduled upgrades for eClinicalWorks application remotely.
- Maintained clear documentation of tasks performed and completed projects on time.
Research Analyst
Taskseveryday.com Alfa KPO Pvt Ltd
05.2014 - 07.2015
- Resolved diverse technical issues and collaborated with external specialists.
- Provided 24/7 US tech support via email, phone, and chat.
- Managed help desk system, resolved incidents remotely or with user access.
- Maintained client websites with timely updates and latest information.
- Created reports and presentations using Excel, Word, and PowerPoint.
Education
Bachelors of Science - Information Technology
Mumbai University
Mumbai06-2013
Skills
- Agile
- Project Management
- Problem-Solving
- Data Analysis
- API
- Asana
- AWS
- Google Cloud
- Python
- CSAT
- CSS
- Customer Relationship Management
- Data Visualization
- Asana
- Mentorship
- onboarding
- Freshdesk
- Google Cloud
- Python
- HTML
- Customer Service
- ITIL
- JIRA
- Lean Six Sigma
- Linux
- Team Building
- Documentation
- TCP/IP
- NPS
- Coaching and Mentoring
- powerpoint
- Product Management
- Rest API
- Scrum
- Service Cloud
- figma
- SFDC
- Technical support
- leadership
- SQL
- Customer Success
- Java
- Power BI
- Conflict management
Certification
Agile Business Analysis & Scrum Pro degree — Agile Business Analysis & Scrum Prodegree from IMARTICUS LEARNING PVT LTD
Timeline
Customer Success Lead
Sygnius Infotech
08.2023 - Current
Customer Advocate
DigitalOcean
08.2019 - 07.2023
Customer Success Engineer
Contentstack
08.2018 - 08.2019
Application Support Engineer
Seclore Technologies
11.2016 - 05.2018
Technical Account Manager
eClinicalWorks
01.2016 - 10.2016
Research Analyst
Taskseveryday.com Alfa KPO Pvt Ltd
05.2014 - 07.2015
Bachelors of Science - Information Technology
Mumbai University