Simanta T.

I help SaaS companies improve customer success, reduce churn, and scale support operations through expert technical support, structured SOPs, and high-impact knowledge base systems. With 10+ years of experience in Customer Support, Technical Support, Team Management, Recruitment, Operations and account management, (at Microsoft, TD Synnex and Secure Privacy) I bring a strong blend of operational excellence and customer-centric strategy. I currently work as a Customer Account Manager at Secure Privacy, where I handle end-to-end customer engagement—support, documentation, and revenue growth. I don’t just resolve tickets—I build systems that prevent them. What I Bring to the Table Customer Success & Support • End-to-end customer lifecycle management • Email & chat support with high CSAT focus • Escalation handling (L1 / L2 / L3) • Customer retention & experience optimization Technical Support (SaaS & Cloud) • Troubleshooting complex technical issues • SaaS product support & onboarding • Experience with Microsoft 365, Azure & cloud environments • SLA-driven support delivery SOPs, Documentation & Knowledge Base • SOP creation for scalable operations • Knowledge base / Help center setup • Process documentation & workflow optimization • Reducing ticket volume through self-service systems Account Growth & Revenue • Cross-sell & upsell strategy execution • Customer health monitoring • Renewal support & retention strategies • Aligning support with business outcomes Proven Impact • Scaled support operations from 13 to 60+ team members in a global environment (US and Canada) • Consistently delivered high CSAT and SLA performance • Drove revenue growth through upsell & cross-sell opportunities • Built documentation systems that improved efficiency and reduced support load • Managed enterprise clients in cloud and SaaS ecosystems Tools & Platforms • Zendesk • JSM • ASD • RAVE • HelpWise • Azure devops • M365 • Slack • Stripe • UserMaven • Postmark • GTM How I Can Help You • Set up or optimize your customer support operations • Build SOPs and internal processes from scratch • Create or improve your knowledge base/help center • Handle day-to-day customer and technical support • Improve retention, reduce churn, and increase customer lifetime value Why Clients Choose Me • I think like an owner, not just a support agent • Strong communication with both technical and non-technical stakeholders • Proven leadership in global support environments • Focus on long-term value, not just quick fixes If you're looking for someone who can own your customer experience, streamline operations, and contribute to growth, let’s connect.