Siddhant Dawande

• Guided clients in understanding and utilizing product features effectively through email, live chat, and screen-share sessions.
• Acted as the Technical Account Manager for high-priority clients, collaborating closely with Customer Success Managers to ensure efficient issue resolution.
• Handled escalated customer concerns, delivering prompt resolutions and maintaining high customer satisfaction.
• Reviewed and evaluated escalated support tickets, offering constructive feedback to enhance support quality across the team.
• Analyzed user challenges and trends, sharing actionable insights with Product and Engineering teams to drive feature enhancements and roadmap prioritization.
• Recommended updates to Help Center articles and internal SOPs to improve overall user experience, as well as self-service resources.
• Participated in customer meetings and support calls to build trust, deepen relationships, and provide tailored solutions.
• Led weekly team meetings to communicate process updates, share knowledge, and align on new feature rollouts.
• Trained and onboarded new team members through structured assessments, mentorship, and continuous support.

Achievements:

• Promoted three times within four years due to high performance and strong contributions.
• Successfully mentored and trained 11+ new team members.
• Contributed to reducing the average handling time of L1 tickets from over 48 hours to 24 hours.

• Conducted Zoom-based counseling sessions, and closed sales post-product demos.
• Developed a strong pipeline of prospects through outreach and relationship-building.

Achievements:

• Promoted from regional to pan-India lead-handling responsibilities.