Yatish Vijay
Kota
Summary
I’m a Customer Success professional with 9+ years of total experience, including 4+ years in SaaS (Shopify ecosystem). Experienced in managing post-onboarding customer lifecycle, driving product adoption, resolving complex escalations, and collaborating cross-functionally to improve retention and customer satisfaction. Strong technical troubleshooting background with a structured, solution-oriented approach.
Overview
9
9
years of professional experience
Work History
Senior Customer Success Executive (Tech. Support)
SpiceTech IT Solutions Pvt. Ltd
Kota, India
10.2021 - Current
- Managed post-onboarding lifecycle for merchants using 7+ Shopify SaaS applications.
- Provided customer support via Freshdesk (email) and Intercom (live chat), resolving queries and escalations in a structured and timely manner.
- Drove product adoption through guided onboarding and proactive support.
- Served as the primary point of contact for technical and functional escalations.
- Collaborated with Product and Development teams to resolve complex issues and improve customer experience.
- Created and maintained help documentation by simplifying technical workflows into easy-to-understand guides.
- Mentored junior team members on troubleshooting processes and effective customer communication.
- Worked cross-functionally to implement customer feedback and enhance product quality and retention.
- Generated custom reports with actionable insights on customer behavior and usage trends.
Admin Executive
Delhi Public School
Kota, India
01.2019 - 09.2021
- Managing office operations, ERP systems, and day-to-day administrative support.
- Managed ERP operations, administrative systems, and IT coordination.
- Provided infrastructure and system troubleshooting support.
Social Media Support - Level 1
Velocis Systems Pvt. Ltd
Baran, India
08.2018 - 12.2018
- Managing Social Media account of ruling government
- Managed social media outreach and live coverage for District Administration programs, including SVEEP.
- Analyzed platform insights and shared performance reports with the Head Office (DIPR Jaipur).
Admin Executive
Theme Engineering Services Pvt Ltd
Kota, India
11.2016 - 08.2018
- Managing office operations, documentation, project correspondence, and day-to-day administrative support.
- Supported IT systems, reporting, and operational data management.
- Coordinated stakeholder communication and internal processes.
Education
MBA - Business Administration
Jaipur National University
Kota, India01-2021
Bachelor of Commerce - Accounting
University of Rajasthan
Jaipur, India01-2012
Skills
- Customer Lifecycle Management
- Shopify Ecosystem
- Freshdesk (Email Support) Intercom (Live Chat Support)
- Documentation & Knowledge Base
- Technical Troubleshooting
- Bug Replication
- Escalation Handling
- Root Cause Analysis
- Script & JS Code Inspection
- Browser Developer Tools
- HTML & CSS Debugging (Basic)
- Process Improvement
- Microsoft Office 2021
- Basic Networking
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Senior Customer Success Executive (Tech. Support)
SpiceTech IT Solutions Pvt. Ltd
10.2021 - Current
Admin Executive
Delhi Public School
01.2019 - 09.2021
Social Media Support - Level 1
Velocis Systems Pvt. Ltd
08.2018 - 12.2018
Admin Executive
Theme Engineering Services Pvt Ltd
11.2016 - 08.2018
MBA - Business Administration
Jaipur National University
Bachelor of Commerce - Accounting
University of Rajasthan