Ravi Rathod

Served as primary technical point of contact for enterprise SaaS clients, leading advanced service implementations and custom workflow development to ensure seamless solution adoption for complex use cases.

Designed and executed integrations with Microsoft 365, Azure, and connector apps, enabling clients to automate business processes and leverage cloud services through advanced API integration and customization.

Conducted weekly one-on-one sessions with clients to proactively recommend product enhancements and customizations, optimizing account health and driving client growth.

Managed end-to-end project delivery using JIRA and ITSM tools, coordinating with cross-functional PRODUCT and ENGINEERING teams to track progress, resolve issues, and deliver solutions on time across multiple client accounts.

Kept clients informed of NEW PRODUCT LAUNCHES and FEATURE UPDATES, providing tailored recommendations and TECHNICAL GUIDANCE to ensure successful ADOPTION and alignment with business objectives.

Reduced average resolution time from 4 days to 1 day by developing comprehensive FAQs, documentation, and scripts, significantly streamlining support workflows.

Partnered with QA engineers to successfully reproduce and resolve 52 product bugs, directly contributing to substantial software quality improvements.

Authored and reviewed internal Knowledge Base content, enabling team members to access critical information and improve overall response times.

Mentored new hires through structured training sessions, served as primary contact during outages, and consistently exceeded key performance indicators (KPIs) for customer satisfaction and resolution metrics.

Managed 60+ daily inquiries across email, chat, and phone for two ERP products, consistently achieving over 90% customer satisfaction through swift issue resolution.

Collaborated cross-functionally to enhance ERP performance, successfully increasing system uptime by 5% through targeted process improvements.

Diagnosed and resolved complex integration issues with Salesforce CRM, ensuring seamless operations and data flow.

Contributed to chatbot development leveraging knowledge base resources, streamlining customer query resolution and improving support efficiency.