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Managed a portfolio of enterprise clients (Deloitte, Bosch, Diageo, ITC Infotech, McCain, SMBC, Cavitak, etc.) generating ₹3 Cr+ ARR, acting as the primary point of contact for onboarding, support, retention, and growth.
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Handled daily customer support tickets across multiple accounts, using AI-assisted ticket analysis and prioritization tools to ensure SLA adherence, faster resolution, and high customer satisfaction in a production SaaS environment.
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Configured and customized the Veris workplace platform using front-end configuration tools; translated client requirements into feature requests and enhancements tracked via Jira.
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Partnered with engineering teams to test and fine-tune multiple product modules, including AI-powered components such as the Analytics Dashboard, Chatbot, and Facial Recognition features, ensuring reliability, accuracy, and enterprise readiness.
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Delivered client demos, PoCs, and solution walkthroughs, supporting new deployments, multi-location expansions, and proof-of-value initiatives.
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Drove enterprise account expansion and upsell, including SMBC’s Delhi → Chennai & Mumbai rollout and ITC Infotech’s pan-India deployment, while creating AI-powered monthly issue analytics and MIS reports and conducting weekly client reviews to reduce repeat issues and improve product adoption.