Sagar Rawlani
@sagarrawlani
Experienced professional driving customer success in the SaaS industry.
IndiaWhat I'm looking for
As a dedicated Customer Experience Specialist at Reliance Jio Infocomm, I have successfully spearheaded initiatives that enhance customer journey mapping, leading to significant reductions in issue resolution time. My role involves executing projects that have decreased call volumes by 20%, showcasing my ability to drive efficiency and improve customer satisfaction.
Previously, as a Senior Manager of Customer Success at LeadSquared, I established a customer success team that achieved a remarkable 28% increase in customer retention. My focus on Key Accounts Management allowed me to foster strong relationships with C-suite executives, ensuring that our solutions aligned with their business needs. By collaborating with cross-functional teams, I have consistently delivered value-added solutions that resulted in high renewal rates and substantial revenue growth.
Experience
Work history, roles, and key accomplishments
Customer Experience Specialist
Reliance Jio Infocomm Limited
Aug 2024 - Present (9 months)
Spearheaded customer journey mapping on the app, reducing clicks to diagnose issues and provide resolutions. Executed multiple projects to reduce contact center call volume by 20%.
Senior Manager, Customer Success
LeadSquared
Jul 2021 - Jul 2024 (3 years)
Established a customer success team that improved customer experience and satisfaction, resulting in a 28% increase in customer retention. Spearheaded the management of Key Client Accounts, ensuring high levels of customer satisfaction, retention, and revenue growth.
Customer Success Manager
Automate.io
Aug 2018 - Jul 2021 (2 years 11 months)
Handled a portfolio of SMBs and enterprises, contributing to company revenue by converting trial customers to paid ones and reducing churn. Maintained approximately 10% monthly conversion rates and 18% quarterly churn rate.
Functional Consultant
Rama IT Services
Apr 2018 - Jul 2018 (3 months)
Worked as a Functional Consultant for Microsoft Dynamics 365 ERP.
Technical Consultant
Wipro
Mar 2017 - Mar 2018 (1 year)
Worked as a Techno-Functional Consultant for Microsoft Dynamics 365 ERP.
Senior Solutions Engineer
Saburi Global Services
Aug 2016 - Feb 2017 (6 months)
Worked as a Technical Support Engineer for Mac OS customers from the US region.
Education
Degrees, certifications, and relevant coursework
UPUniversity of Pune
Bachelors in Computer Applications, Computer Applications
Grade: 55%
Completed a Bachelor's degree in Computer Applications. Graduated with a 55% score.
Modern College
Higher Secondary Certificate, Science
Completed Higher Secondary Certificate (HSC) with a focus on Science.
Sacred Heart School
Secondary School Certificate, General Studies
Completed Secondary School Certificate (SSC) at Sacred Heart School.
UMUniversity of Mumbai
Masters in Computer Applications, Computer Applications
Grade: 6.5/10
Pursued a Master's degree in Computer Applications. Completed post-graduation with a CGPA of 6.5 out of 10.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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