Sheharbanu M.

I help SaaS and technology companies keep customers successful, supported, and engaged from onboarding and product adoption to ongoing support, issue resolution, and retention. With 12+ years of experience across SaaS, technology, hospitality tech, and e-commerce, I bring a combination of Customer Success, technical support, client onboarding, account management, and customer experience expertise. What I can help with: • SaaS Customer Success & Account Management • Customer onboarding and product implementation • Product walkthroughs, training & customer education • Technical and functional Level 1 support • Troubleshooting, issue investigation & escalation management • Customer retention, engagement & account health • CRM management and customer follow-ups • Support documentation, SOPs & knowledge bases • Customer feedback and coordination with Product/Engineering • Shopify & BigCommerce customer support • E-commerce order, delivery, returns & refund management • Support process improvement and team training I’m comfortable working directly with customers as well as collaborating with Product, Engineering, Operations, Logistics, and Management teams to make sure issues are properly investigated, communicated, and resolved. Tools & platforms: Shopify, BigCommerce, Pipedrive, CRM systems, ticketing/helpdesk platforms, Slack, Zoom, Google Workspace, and other SaaS and remote collaboration tools. What sets me apart is an ownership mindset. I don't simply close tickets or answer questions — I look at the underlying issue, communicate clearly with the customer, follow through to resolution, and look for ways to improve the process. If you need a reliable Customer Success or SaaS Support professional who can own customer relationships, onboard users, troubleshoot issues, improve support processes, and help customers get more value from your product, I'd be happy to help.