Open to opportunities

Shubhechhya Mukherjee

@shubhechhyamukherjee

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Customer Success & technical consultant blending product advocacy with data-driven problem solving.

United States

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What I'm looking for

I’m looking for a role where I can own customer outcomes end-to-end, combine technical troubleshooting with onboarding and documentation, and partner cross-functionally to improve product direction using customer feedback and analytics.

I’m a Customer Success Manager who builds personalized success plans, drives onboarding, and turns customer feedback into actionable improvements. I tailor solutions using insights from project documentation and client interactions to meet specific requirements.

In my most recent role at RelyOn Nutec, I produce functional and technical documentation—user manuals, training videos, and process diagrams—to accelerate knowledge transfer and adoption. I lead regular check-ins and performance reviews, collaborating across sales, product development, and support while supporting pre-sales with platform demonstrations.

Previously, as a Technical Consultant for customer success at OnePlan, I served as the escalation point for 35+ clients, improved CSAT by 4% with feedback analytics, and influenced the product roadmap through client-driven insights. Earlier, I worked as a Software Engineer, completing root cause analyses, reducing recurring support tickets by 15%, and consistently meeting SLA and TAT targets.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

RelyOn Nutec

Apr 2023 - Feb 2024 (10 months)

Developed personalized success plans for clients using project documentation and interaction insights to tailor solutions to their requirements. Created functional and technical documentation, delivered training materials, and ran check-ins to identify upsell/cross-sell opportunities while aligning customer needs with internal teams.

Technical Documentation Upsell Stakeholder Management

Technical Consultant

OnePlan

Jun 2021 - Apr 2023 (1 year 10 months)

Served as primary escalation point for 35+ clients, resolving complex technical issues to drive timely adoption. Improved CSAT by 4% using feedback analytics, supported onboarding/training, and informed product roadmap decisions based on customer feedback.

Technical Escalation Customer Onboarding Training Programs CSAT Product Roadmapping Incident resolution Customer Success Operations

Account Management Intern

Tesla, Inc.

Jan 2021 - May 2021 (4 months)

Managed service delivery expectations for major North American clients while ensuring 100% SLA adherence. Defined customer experience KPIs, built Tableau visualizations to find improvement opportunities, and enhanced SOPs by gathering requirements and producing BPMN process maps in MS Visio.

SLA Management KPIs Tableau Requirements Gathering Process Mapping MS Visio

Software Engineer

Envestnet Yodlee

Oct 2015 - Jun 2019 (3 years 8 months)

Led root cause analyses and created tailored technical solutions across multiple product lines while consistently meeting 100% SLA and TAT targets. Reduced product-related support tickets by 15% by identifying and resolving recurring issues.

Root Cause Analysis Technical Troubleshooting Support Ticket Reduction Process Improvement Agile Methodologies