Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
AssistantManager

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
Mumbai
12-2012

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

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Waseem Shaikh