Rowson S

Rowson Sur Customer Success| Independent Consultant | Sales Evangelist Hyderabad, India - - 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)