Looking for a job

Apurva Tekam

@apurvatekam

Customer Success professional who resolved 95%+ of high-priority escalations within SLA and turned customer insights into product improvements.

India

Message

At Osmos.ai, I work across customer success, account management, and product development.

I partnered with Product and Tech teams to bring frontline customer insights into feature enhancements, releases, and learning content. I also analyzed customer feedback and expanded NPS coverage to identify account health concerns and churn risks.

From November 2023 to November 2025, I managed the end-to-end campaign lifecycle for a multi-client SaaS portfolio as Customer Success & Campaign Operations Manager. I tracked campaign KPIs and refined activity based on performance to improve ROI and customer engagement.

Earlier at Osmos.ai, I trained dealership clients on the platform, delivered dealer product training, and shared field feedback with Product. I’ve delivered 100+ training sessions with 80+ attendees each, onboarded 8+ major clients, and reduced client support tickets by 30% through streamlined processes and improved user enablement.

Experience

Work history, roles, and key accomplishments

Current

Learning and Product Development Specialist

Current

Osmos.ai

Dec 2025 - Present (10 months)

Resolved 95%+ of high-priority customer escalations within SLA, analyzed customer feedback to monitor account health, and partnered with Product and Tech teams to turn customer insights into product enhancements. Led and mentored a team of associates, and authored SOPs to improve operational efficiency.

Escalation Management Root Cause Analysis Customer Feedback Analysis NPS Product Development Team Leadership SOP Development Process documentation

Customer Success & Campaign Operations Manager

Osmos.ai

Nov 2023 - Nov 2025 (2 years)

Owned end-to-end campaign lifecycle for a multi-client SaaS portfolio, directed multi-channel creative launches, tracked campaign KPIs, and partnered with clients to optimize marketing budgets, driving higher conversion rates and revenue growth.

Campaign Management Media Planning KPI Tracking Data Driven Decision Making Budget Optimization Client Portfolio Management Revenue Growth

Dealer Success Manager

Osmos.ai

Feb 2023 - Oct 2023 (8 months)

Managed zonal-level dealership campaigns, built media planning strategies to maximize ROI, facilitated WBR/MBR sessions, and delivered dealer product training to improve platform adoption and sales enablement.

Dealer Management Media Planning ROI Optimization Business Reviews WBR MBR Product Training Sales Enablement

Client Success Representative

Osmos.ai

Jan 2022 - Feb 2023 (1 year 1 month)

Trained dealership clients on platform usage, proactively resolved client issues, redesigned support workflows to reduce ticket volume, and shared field feedback with Product to inform feature enhancements.

Client Onboarding Product Adoption Churn Reduction Customer Satisfaction Process Improvement Customer Support Workflow Redesign Product Feedback