Zarin Roach

I am a results-driven Customer Success and Software Support professional with over a decade of experience delivering high-quality service and technical assistance across healthcare, SaaS, and B2B industries. My professional journey has been shaped by a passion for helping others, resolving complex issues, and improving systems and processes to enhance user experience and customer satisfaction.

My background includes hands-on experience supporting clients through software implementation, integration, and product adoption. In my recent roles at Cyncly and Storable, I provided Tier 1 and Tier 2 support, resolved technical issues through detailed troubleshooting and collaboration with development teams, and led quality assurance initiatives to standardize internal support processes. At Enclara Pharmacia, I consistently performed in the 90th percentile and played a key role in optimizing app functionality, which contributed to a significant reduction in reported bugs and improved customer satisfaction.

I thrive in fast-paced environments that require proactive problem-solving, data analysis, and clear, empathetic communication. Whether working with hospice care teams, SaaS clients, or internal stakeholders, I act as a liaison to bridge technical solutions with business needs, ensuring each customer receives timely, accurate, and human-centered support. My ability to mentor support teams, train end-users, and implement scalable support strategies reflects my commitment to continuous improvement and customer retention.

With strong knowledge of platforms such as Zendesk, Salesforce, JIRA, Genesys, HubSpot, and Microsoft 365, I’m adept at managing cross-functional tools to streamline communication and issue resolution. I hold certifications in ITIL v4, Google Technical Support, and as a Certified Pharmacy Technician (CPhT), and I’m currently advancing my technical expertise through an accelerated BS/MS program in Information Technology Management at Western Governors University.

I am now focused on growing in a Customer Success or Software Support role where I can combine my technical skills, customer-focused mindset, and leadership experience to help clients achieve success with the products they use. I’m especially passionate about working in mission-driven environments where I can contribute to operational excellence and long-term customer satisfaction. My ultimate goal is to be a trusted advocate for users—solving problems efficiently while helping organizations strengthen their service models and scale their customer success strategies.