Open to opportunities

Kailaash User

@kailashuser

Customer Success and onboarding specialist who drives SaaS adoption through cross-functional support and issue resolution.

India

Message

What I'm looking for

I’m looking to help customers onboard and fully adopt SaaS—owning the customer lifecycle, resolving issues fast, and partnering across teams to improve retention and experience.

I’m a Customer Success & Onboarding Specialist focused on delivering a strong global customer experience across the onboarding and post-purchase lifecycle. I serve as the primary customer contact, guiding setup, configuration, and feature adoption from first activation onward.

In my roles, I deliver issue resolution across phone, chat, and email channels while maintaining SLA adherence and structured case documentation. I troubleshoot both technical and operational problems, reduce repeat support requests, and coordinate with teams like Logistics, Sales, and Engineering to keep deliveries smooth.

I also strengthen customer outcomes through continuous improvement—identifying recurring challenges and improving workflows. From training internal teams on self-service tools to creating Excel-based operational reports, I bring a practical, data-informed approach to support and adoption.

Experience

Work history, roles, and key accomplishments

Product Support Specialist

Amazon Development Center Ind Pvt Ltd

Managed high-volume stakeholder interactions supporting North American employees, resolving issues across phone, chat, and email while meeting strict SLA targets. Conducted training on internal dashboards and self-service tools and created Excel-based operational reports to support leadership decisions and escalation resolution.

SLA Training Enablement Excel reporting Escalation Management

Senior Customer Success Associate

Cradlewise Innovations Pvt Ltd

Served as primary point of contact for global customers across onboarding and post-purchase lifecycle, resolving issues via phone, chat, and email. Guided product setup and feature adoption, coordinated with Logistics/Sales/Engineering, and improved customer experience by reducing repeat support requests through structured case documentation and SLA adherence.

Customer Onboarding Client Success Management SaaS Support Cross Functional Collaboration Case Documentation SLA Management

Product Support Associate

Schneider Electric

Acted as liaison between clients and design teams, gathering requirements and translating business needs into technical specifications. Supported implementation and troubleshooting activities and coordinated project milestones to ensure timely delivery.

Implementation Support Troubleshooting Escalation Management Process Support