Waseem Shaikh
Mumbai
Summary
Balance of Customer Relations + Business Acumen and Technical expertise
Overview
13
13
years of professional experience
2
2
Certification
Work History
Manager - Customer Success
BrowserStack
Mumbai
03.2023 - Current
- Managed team of 3 ($US7 Mn) for high touch customer engagement and SOP for Early warning for tricky renewals with 85% to 90% client renewal
- Developed SOP for V-level and C-level connect with Customers for better engagement
- Prepared custom "How-To" technical guide section for internal and external consumption
- Created Customer technology persona mapping along with SOP for understanding Long term goals.
- Coached, mentored and trained team members in order to improve their job performance.
- Created In-Depth Customer Insight document for potential upsell and robust relationship
Team Lead
BrowserStack
Mumbai
10.2020 - 03.2023
- Managed Enterprise clients ($US4.5 Mn) with constant adoption rate of 12% - 14%
- Trained customers in order to improve adoption through Demos, QBRs / MBRs in turn aiming at increasing NPS
- Established SOP for colleagues to follow and learn role-specific skills - Debugging, probing questions for technical concerns.
Senior Customer Success Specialist
BrowserStack
Mumbai
04.2019 - 09.2020
- Increased Product adoption/Customer usage for US$ 1.5Mn Enterprise and Mid-Enterprise customers from 40% to 60%
- Performed usage analysis to influence renewal and product utilization
- Created Technical knowledge sharing/internal documentation, helpful for customer relationship building.
Senior Automation Support Engineer
BrowserStack
Mumbai
09.2017 - 03.2019
- Learned 14+ frameworks along with BrowserStack product and debugged for Customer automation issues
- Created internal learning videos for Framework setup guide
- Maintained FRT less than 60 minutes and ART less than 3 days for support tickets using Zendesk product.
Quality Co-ordinator
SQS BFSI LTD
Mumbai
05.2015 - 09.2017
- Created 120 automation scripts for multiple financial product regression & functional testing
- Captured bugs and logged using JIRA.
Quality Analyst
INFIBEAM.COM
Mumbai
11.2012 - 02.2015
- Designed Test Scenarios, Performed Test Reviews and Prepared Test Data, defect management & Performance testing
- Executed 300+ Tests for Web and Native app.
Jr. Test Engineer
CIRRIUS WIRELESS TECHNOLOGY
Mumbai
06.2011 - 11.2012
- Created Test Scenario, Performed Test Execution and Defect management
- Created test cases and performed manual testing, documented bugs and feature tracking for Web + Feature phone app quality checks for Pharmacy domain.
Education
Computer Engineering -
Watumull Engineering College
Mumbai12-2012
Skills
- Salesforce
- Customer Relationship Building
- Debugging
- Selenium & Rest Api
- Zendesk & FreshDesk
- Customer Relationship Management (CRM)
- Strategic Planning
Certification
- 03/2018 Dale Carnegie - World Class Customer Service
- 08/2018 Dale Carnegie - Business Communication Skills
Accomplishments
- CEO Appreciation Award
- Cloud 9 Collaborator award for being a Team player
Timeline
Manager - Customer Success
BrowserStack
03.2023 - Current
Team Lead
BrowserStack
10.2020 - 03.2023
Senior Customer Success Specialist
BrowserStack
04.2019 - 09.2020
Senior Automation Support Engineer
BrowserStack
09.2017 - 03.2019
Quality Co-ordinator
SQS BFSI LTD
05.2015 - 09.2017
Quality Analyst
INFIBEAM.COM
11.2012 - 02.2015
Jr. Test Engineer
CIRRIUS WIRELESS TECHNOLOGY
06.2011 - 11.2012
Computer Engineering -
Watumull Engineering College