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Associate IT Consultant with 2+ years in Customer Success & CRM Operations
Domain Consultant with nearly 3 years of experience across IT Consulting, Enterprise Application Management Services (AMS), Business Development, and Audit domains, supported by an MBA in Marketing, with exposure to global delivery environments and client-facing enterprise engagements. Experienced in Incident, Service, and Application Support Management (P1/P2 escalations, SLA governance, and production support) across Order-to-Cash (O2C) and enterprise application ecosystems, ensuring service continuity, operational stability, and timely issue resolution. Strong expertise in stakeholder management and executive communication, delivering structured RCA-driven insights, system health reports, and ROI-focused service updates to senior leadership, enabling informed decision-making and enhanced client satisfaction. Proven capability in enterprise account delivery and cross-functional coordination, working across WMS, CRM, middleware, and DBA teams to resolve complex incidents, eliminate recurring issues, and improve system reliability in global client environments. Skilled in Customer Success and CRM operations, with hands-on exposure to Salesforce, HubSpot, and Zoho CRM, enabling customer lifecycle management, workflow optimization, and adoption-driven engagement strategies. Strong analytical proficiency in SQL-based data analysis, KPI tracking, and reporting frameworks, supporting performance diagnostics, operational monitoring, and structured decision-making through actionable insights. Demonstrated experience in process optimization and documentation standardization, including development of reporting frameworks, effort estimation models, and best-practice documentation to improve delivery efficiency and scalability. Exposure to growth-oriented marketing concepts and customer experience analytics, including A/B testing, UX research, persona mapping, and journey analysis, supporting customer-centric solutioning and engagement optimization. Adept at operating in matri
NMIMS, Hyderabad
MBA · Marketing & Strategy
N/A – June 30, 2024
Gujarat University
B.Com.
N/A – June 30, 2019
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Cultural Fit Analysis
The candidate's diverse background, encompassing business development, audit, and IT consulting, combined with an MBA in Marketing & Strategy, indicates a strong business-oriented mindset essential for IT consulting. Their experience in client engagement, cross-functional collaboration, and process optimization aligns well with a consulting culture that values problem-solving, effective communication, and driving measurable business outcomes. The pursuit of multiple Oracle certifications demonstrates a commitment to continuous learning and specialization in relevant enterprise technologies, further reinforcing their fit for a dynamic consulting environment.
Soft Skills & Operational Fit
The candidate exhibits excellent problem-solving and analytical skills, evidenced by their ability to conduct RCA and diagnose complex issues. Their strong client-facing and stakeholder management capabilities are crucial for consulting roles, ensuring effective communication and enhanced satisfaction. They demonstrate a proactive approach to process standardization, reporting frameworks, and documentation, indicating a commitment to operational excellence. The ability to operate in matrixed, global delivery environments and bridge business/technical gaps highlights adaptability and collaborative spirit.