At SysCloud Technologies Pvt Ltd, I supported discovery and product requirements for Sky Assisted Support, an AI-powered SaaS product. I helped define customer journeys, approval workflows, success metrics, and support monitoring, contributing to a 40% reduction in query tickets within six months.
I also supported AI-driven cross-sell and upsell experiences for Apps Bundle and Security Bundle. These purchase journeys helped 68+ customers adopt Apps Bundle and 78+ customers purchase Security Bundle add-ons, generating $110K in ARR.
For Billing Automation, I contributed to self-serve billing workflows and Billing AI requirements, and supported customer communications for the rollout. I also helped with partner renewals, generating $20K in expansion ARR.
Earlier, in Customer Success Support Executive and Customer Support Associate roles, I shared customer insights and recurring issues with Product and Engineering, developed a renewal dashboard, and handled enterprise support cases. I hold an MBA in Business Analytics & Marketing from Liverpool John Moores University and have an IBM Product Management Professional Certificate.
