Rowson Sur
Customer Success| Independent Consultant | Sales Evangelist
Hyderabad, India
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www.linkedin.com/in/rowsoncsm
Professional Summary
Customer Success and Support professional with 7+ years in SaaS, CRM, and customer experience roles, specializing in resolving technical issues,
managing escalations, and delivering world-class client support. Proven expertise in chat, email, and video support, end-user documentation, and SaaS
implementation. Skilled in issue replication, ticketing, and crisis management, with strong ability to balance technical troubleshooting and customer
empathy. Adept at working in fast-paced, global environments, ensuring client satisfaction and retention.
Professional Experience
Freelance Project Consultant – Long-Term Engagement Specialist
May '24 - Present
Remote
Evolving with Purpose
- Transformed a career gap into a growth opportunity by mastering CRM optimization and AI-driven analytics.
- Developed and implemented AI-powered sales strategies, significantly enhancing lead generation and customer retention.
- Achieved multiple certifications, including Certified AI Customer Success Specialist, to remain competitive in the evolving industry.
Customer Success Manager – Global Accounts
KNNX Corp / DLT Labs
Jan '22 - May '24
Remote
- Delivered front-line technical and consultative support for enterprise clients, driving a 58% increase in product adoption.
- Replicated, documented, and escalated reported issues to engineering teams for resolution.
- Collaborated across global teams to implement customer health monitoring and issue prioritization.
- Produced user guides and best practice documentation to support client onboarding and adoption.
- Managed high-value accounts worth $5M+ annually, ensuring minimal churn through proactive engagement.
Customer Success & Account Manager – AI-Enabled Engagement
YogiFi by Wellnesys
May '21 - Dec '21
Remote
- Provided real-time customer support via chat and email, resolving issues with AI-driven solutions.
- Implemented chatbot features to streamline front-line support, reducing resolution time by 31%.
- Designed and delivered training resources, boosting product adoption and usability.
- Logged, categorized, and tracked user-reported issues for product and engineering teams.
Program Manager – SaaS Implementation & Customer Success
Quess Corp Limited
Oct '18 - May '19
Hyderabad
- Led SaaS rollouts, ensuring smooth adoption and frontline user support during transition.
- Handled escalations and documentation for end-users to improve onboarding efficiency.
- Created troubleshooting knowledge base and FAQs for customer self-service.
Support & Customer Experience Team Leader
Shore Group Associates
Mar '16 - Jul '17
Hyderabad
- Managed 15+ support professionals, ensuring high-quality chat and phone support.
- Streamlined ticketing and reporting workflows, improving case resolution efficiency.
- Oversaw customer escalations and trained staff on troubleshooting protocols.
Frontline Manager – Customer Experience Programs
BA Continuum Solutions
- Directed 25+ frontline agents, delivering customer support in healthcare and finance domains.
- Reduced resolution times by 31% through process redesign and training.
- Acted as escalation point for complex client cases, ensuring client satisfaction.
Education
Executive MBA - Strategic Management & Customer Relations
NIBM
Bachelor's in Business Administration
Jan '06 - Nov '13
Hyderabad
Dibrugarh University
Key Skills
• Customer Support & Issue Resolution (Chat, Email, Video)
• Ticketing Systems (Jira, Intercom)
• Documentation & Knowledge Base Management
• SaaS/CRM Support & Onboarding
• Technical Troubleshooting & Replication
• Crisis Management & Escalation Handling
• Cross-Functional Team Collaboration
Languages
- English (Fluent)
- Hindi (Fluent)
