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Pranav Salathia

@pranavsingh3

I retain and grow enterprise cloud accounts through technical leadership, AI automation, and executive customer success.

India

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What I'm looking for

I'm looking to lead enterprise customer success and technical account outcomes, combining executive stakeholder management, cloud expertise, AI automation, and cross-regional team leadership to improve retention, account health, and customer productivity.

At Microsoft, I've retained 100% of a $13M enterprise portfolio across two strategic accounts, delivering zero attrition through escalation resolution and executive stakeholder engagement.

I led cross-regional customer success teams of 20+ across APAC, EMEA, and North America to turn account health from red to green in one quarter. Using Dynamics 365 and Power BI, I maintained customer satisfaction above 4.75%, kept dissatisfaction below 3%, and proactively managed risk across enterprise cloud and productivity-suite customers.

I've also built a self-serve Microsoft Copilot AI automation agent that cut resolution turnaround time by 40% and trained the full Technical Advisor community on AI enablement and prompt engineering. Earlier, I reduced team backlog, mentored six new hires to halve time-to-readiness, and earned Microsoft's Ace Award for sustained operational excellence.

Experience

Work history, roles, and key accomplishments

Senior Technical Advisor

Microsoft

Dec 2023 - Aug 2026 (2 years 8 months)

● Retained 100% of a $13M portfolio (2 accounts) through executive escalation management.
● Led a 20+ cross-regional team to restore account health (red to green) in Q1 FY24 via Power BI.
● Maintained >4.75% CSAT and <3% dissatisfaction.
● Built a Copilot AI agent, cutting resolution time by 40%.
● Trained partners on AI prompts, boosting productivity by 30%.

Net Revenue Retention SaaS Customer Success Management Technical Account Management Escalation Management Stakeholder Management Microsoft Dynamics 365 Power BI Microsoft 365 Copilot Prompt Engineering Analytics

Technical Support Executive

Microsoft

Aug 2018 - Nov 2023 (5 years 3 months)

● Cross-skilled into Exchange Online; maintained a 20% backlog (10% under the team threshold).
● Led a Dynamics 365 initiative, cutting team-wide backlog to ~25% within one quarter.
● Promoted early to Senior Technical Advisor (Dec 2023) after a 3-month leadership stint.
● Mentored 6 new hires, cutting their time-to-readiness by 50%.

Customer Success Technical Consulting Customer Advocacy Stakeholder Management Strategic Leadership Team Management Collaboration Outlook Exchange Online Office 365

Technical Support Intern

Microsoft

Apr 2018 - Jun 2018 (2 months)

● Converted to Support Executive after 3-month onboarding across Azure, Exchange, and Networking.
● Built escalation skills and a customer success foundation via cross-regional collaboration.
● Mastered Power BI and enterprise tooling to earn placement in the Outlook Premier Support team.

Customer Success Technical Support Collaboration Azure Windows Networking