Mumbai, Maharashtra, India
I help the world’s most ambitious data teams turn "scale" from a headache into a competitive advantage. As a Customer Success Manager at MongoDB, I partner with engineering and data leaders to optimize their workloads and ensure their architecture is built for the future. I don't just solve immediate technical hurdles; I align MongoDB’s capabilities with your long-term business goals to drive measurable growth. If you’re looking to streamline operations and maximize the impact of your data stack, let’s connect. Beyond My Day Job: I have a deep appreciation for things that are built to last and designed with precision whether that’s a robust data schema or a classic Art Deco timepiece. I’m a fan of sleek, rectangular "Carrée" designs and the kind of timeless aesthetics that prove the details really do matter. When I’m not diving into system architecture, I’m likely exploring new cities or finding the best seat in the house for a live thriller at the theater. I value efficiency in systems, authenticity in people, and a good story to tell after a long day of problem-solving.
One of the founding members of the Customer Experience (Happiness) team, playing a pivotal role in scaling our customer experience operations from inception to managing a dynamic team of 12+. Through strategic initiatives, I have contributed significantly to elevating our Annual Recurring Revenue (ARR) within the customer experience function, driving the company's overall ARR to $20 million. Key Responsibilities and Achievements: 🚀 Spearheaded the growth of our customer experience team from 3 members to over 12, enhancing operational capacity and service delivery excellence. 💼 Managed the complete user lifecycle at Atlan, from seamless onboarding and setup to ongoing support, acting as the primary escalation point for issue resolution. 📧 Crafted exceptional user experiences through personalized communications across Email, Slack, and Zendesk, ensuring satisfaction and loyalty at every touchpoint. 🔄 Implemented scalable customer support processes encompassing ticketing management, SLAs, and workflows, optimizing efficiency and response times. 📊 Developed comprehensive reports and dashboards to monitor and analyze key customer experience metrics, enabling data-driven decisions and continuous improvement. 🌍 Successfully managed global customer relationships across APAC & EMEA regions, serving as the primary liaison for our one of our largest clients, Hindustan Unilever. 🎓 Provided training and mentorship to new team members, ensuring alignment with company standards and goals. 🏆 Recognized with awards for resolving the highest number of tickets consecutively throughout 2023, Q1 & Q2 of 2024 and also achieving top Customer Satisfaction (CSAT) in Q2 2024.
As a seasoned Product Support Engineer, I excelled in delivering technical expertise and exceptional support to partners and clients, ensuring seamless operations and client satisfaction across diverse platforms and technologies. Key Responsibilities and Achievements: 🛠️ Managed technical issues for renowned partners including Titan-Wordpress.com, Hostinger, Hostgator, and GoDaddy, resolving complex challenges promptly and effectively. 📊 Reviewed and enhanced the performance of Product Support Engineers, providing constructive feedback and coaching to elevate team efficiency and service delivery. 🚀 Led multiple backend projects aimed at enhancing system performance and optimizing operational workflows. 🎓 Conducted interviews and trained new team members, facilitating smooth onboarding and knowledge transfer to ramp up productivity. 🔍 Identified and resolved client-side issues, diagnosing faults and implementing solutions to ensure seamless functionality. 🖥️ Debugged server-related errors, particularly within email architectures and scripts, enhancing system stability and performance. 🌟 Spearheaded initiatives to improve Net Promoter Score (NPS) for Titan Email product, driving customer loyalty and satisfaction. 📈 Developed and presented comprehensive monthly and weekly data reports using tools such as Zendesk Explore and Metabase, facilitating data-driven decisions and enhancing operational insights. 🌐 Acted as a senior point of escalation for complex queries and concerns, demonstrating strong leadership and problem-solving skills. Tools and Technologies: Tools: Zendesk, Zendesk Explore, Freshdesk, Kibana, CAT, Jira, HubSpot, Metabase, Confluence. Technologies: HTML, CSS. Operating Systems: Linux, Mac OS, Windows.
Key Responsibilities and Achievements: 🖥️ Assisted in the management and maintenance of AWS data centers, ensuring optimal performance and reliability of cloud services. 🛠️ Supported troubleshooting efforts and resolved technical issues to minimize downtime and ensure continuous operations. 📈 Contributed to projects aimed at improving data center efficiency and implementing innovative solutions for scalability and reliability. 🌐 Collaborated with cross-functional teams to execute operational tasks and adhere to strict service level agreements (SLAs). 🎓 Engaged in learning initiatives and training sessions to expand knowledge of data center operations and industry best practices. 📊 Assisted in the development and implementation of data center policies and procedures to uphold AWS standards of excellence. 🏆 Recognized for outstanding performance and dedication to achieving team goals during intern evaluations.
I had the honor of serving as a LinkedIn Campus Editor for the academic year 2018-2019, selected from a competitive pool of 630 editors spanning 40 countries. In this role, I played a pivotal part in amplifying student voices and fostering engagement within the LinkedIn community. Key Responsibilities and Achievements: 📝 Authored and curated compelling content for LinkedIn's publishing platform, providing insights and perspectives relevant to student audiences. 🌍 Discovered and nurtured emerging writers and diverse student voices on campus, editing their articles and promoting their contributions across LinkedIn. 🎤 Represented my college campus as a liaison to LinkedIn, facilitating opportunities for students to share their stories and expertise. 🚀 Contributed to initiatives aimed at expanding LinkedIn's reach among students, encouraging meaningful dialogue and professional development. 📈 Enhanced visibility and engagement metrics for student-generated content, driving increased interaction and readership. 🏆 Recognized for outstanding editorial contributions and dedication to promoting #StudentVoices on LinkedIn's global platform. My experience as a Campus Editor deepened my understanding of digital content strategy and community engagement, reinforcing my commitment to empowering student voices in the professional sphere.