sajal jain

I’m a results-driven Technical Account Manager with 3+ years of experience across IT support, customer success, and pre-sales operations. I focus on strong client relationships, escalation handling, and proactive communication to protect uptime and keep customers confident in their SaaS experience.

At RWS Group, I served as the primary point of contact for client-facing incident escalations in a 24×7×365 enterprise support environment, ensuring timely resolutions aligned with SLA commitments. I monitored infrastructure systems, websites, and service availability across multiple client accounts, maintained incident logs and runbooks in ServiceNow and Jira, and worked cross-functionally with engineering, operations, and management to reduce MTTR and repeat escalations.

Previously at BrightChamps Tech Pvt. Ltd., I led international customer engagement and pre-sales workflows across the UK, Australia, Nigeria, Kenya, Ghana, and the Middle East. I ran product demos, consultation calls, onboarding sessions, and follow-ups—driving a 30% customer conversion rate—and acted as a liaison between customers, sales, academic, and product teams to resolve issues. I’m also recognized with the Best Product Demo Award for outstanding client presentations.