Open to opportunities

Alan Banda

@alanbanda

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Customer Success and Support leader driving enterprise SaaS escalations and customer-first outcomes.

United States

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What I'm looking for

I’m looking for a leadership role where I can own escalations end-to-end, coach teams, and partner with Product, Engineering, and Sales to improve processes—while prioritizing customer trust, retention, and measurable CSAT/SLA results.

I’m a Customer Success and Support leader with 7+ years of experience managing enterprise SaaS support teams. I focus on escalation resolution, building trust with high-value clients, and delivering measurable customer outcomes in fast-paced, high-stakes environments.

As a Manager, Client Relations, I lead a team of 10 Client Relations Managers, acting as the primary liaison between agents, dealers, and internal teams. I serve as the escalation point for critical issues under strict deadlines, partner cross-functionally to streamline workflows, and track escalation trends to recommend systemic process improvements.

Previously, I led Tier 1, 2, and 3 technical support for white-glove service across chat, email, and phone, partnering with Engineering and Product to resolve complex SaaS challenges. I implemented a new ticketing system, coached teams through structured feedback and weekly 1:1s, and also drove customer success outcomes while managing 200+ accounts.

Experience

Work history, roles, and key accomplishments

Senior Manager, Customer Support

SOCI, Inc.

May 2024 - Jan 2025 (8 months)

Led Tier 1–3 technical support teams delivering white-glove service across chat, email, and phone, consistently meeting CSAT, SLA, and resolution goals. Managed high-impact SaaS escalations, implemented a new ticketing system to streamline workflows, and spent 30% of time in the support queue to stay aligned with customer needs.

Technical Support Customer Support Escalation Management CSAT SLA Management Ticketing Systems Cross Functional Collaboration Coaching & Mentoring

Manager, Application & Technical Support

SOCI, Inc.

Aug 2022 - May 2024 (1 year 9 months)

Oversaw workload distribution and team scaling while maintaining SLAs and CSAT. Led new-hire onboarding and training to improve knowledge transfer and reduce time-to-ramp, and used ticket/chat analytics to cut resolution times and improve efficiency.

Team Leadership Workload Forecasting Onboarding Troubleshooting Knowledge transfer Support Analytics Process Optimization

Customer Success Manager

Seabreeze Management Company

Jun 2018 - Jun 2022 (4 years)

Led a property management customer success team managing 200+ accounts, driving retention and customer loyalty. Handled high-priority client escalations with solutions that restored trust, and partnered cross-functionally to implement operational improvements that enhanced the client experience.

& Customer Success Account Management Retention Strategy Escalation Management Client Relationship Management Customer Experience (CX)Performance Management