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Ranajit Jana

@ranajitjana1

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Customer Success & SaaS Implementation consultant driving product adoption.

India

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What I'm looking for

I seek a customer-success or SaaS-implementation role at an enterprise-focused team where I can scale onboarding, improve SLAs, and drive product adoption.

I am a Customer Success and SaaS Implementation consultant with 3+ years' experience helping B2B clients adopt CRM, FSM, DMS, and SFA products across India, the US and the Middle East. I specialize in onboarding, ticket-based issue resolution, and user training, and have driven product adoption rates by 30%.

At IndusNet Technologies I implemented SaaS solutions for 10+ enterprise clients, resolved 500+ support tickets monthly with 95% SLA compliance, and supported clients across global timezones. I collaborate closely with development and QA teams to resolve escalations and improve processes.

I bring strong documentation and analytical skills—FRD/BRD/SRS, basic SQL, and advanced Excel—and a customer-focused approach to retention and support. I seek roles where I can scale client success programs and improve operational SLAs for enterprise SaaS deployments.

Experience

Work history, roles, and key accomplishments

Current

Associate Business Analyst

Current

IndusNet Technologies Ltd.

Jul 2023 - Present (2 years 3 months)

Implemented SaaS solutions for 10+ enterprise clients across India, the US, and the Middle East, conducted onboarding and training to improve adoption by 30%, and resolved 500+ monthly support tickets with 95% SLA compliance.

SaaS Implementation Customer Onboarding SLA Management Freshdesk Zendesk Ticket Resolution Escalation Management

Customer Support Executive

Max Mobility Pvt. Ltd.

Mar 2022 - May 2023 (1 year 2 months)

Delivered onboarding, training, and documentation support for DMS and SFA products, coordinated with technical teams for requirement gathering and process improvements, and supported enterprise clients to aid retention.