Nikhil Ramchandani

About Nikhil Ramchandani

A highly organized and results-driven professional with over 11+ years of expertise, I specialize in driving customer success, retention, and upsell opportunities in roles encompassing Customer Success & Product Support. Additionally, I bring a year\'s experience as a Product Owner, providing me with a comprehensive understanding of the entire product lifecycle. Proven track record of building strong client relationships, leading high-performing teams, maintaining SLAs and implementing effective strategies to achieve business goals. Possesses expertise in product management, ensuring timely delivery of features, and collaborating effectively with cross-functional teams.My career journey with ReliableSoft provided me with diverse customer-facing roles, allowing me to develop a strong foundation in customer success, technical support, and team management. I progressed into more challenging and senior positions, refining my skills and establishing a customer-centric approach with a \"get-it-done\" attitude.Core Competencies:Customer Satisfaction & RetentionUpselling & Account ExpansionCustomer Success & Relationship ManagementIncident & Problem ManagementService Level Agreements (SLAs) Product Management & DeliveryProduct Roadmap & Strategy Product Backlog Management (JIRA)User Acceptance Testing (UAT) Project ManagementCross-Functional Collaboration Technical Support & Onboarding Team Leadership & CommunicationStrategic Planning & ExecutionMy forte lies in product management, where I ensure the timely delivery of features and collaborate seamlessly with cross-functional teams. Proficient in incident and problem management, I adhere to ITIL-based processes to provide efficient technical support. With a rich background in service and product management, I offer a unique blend of expertise to drive operational excellence and customer-centric solutions. My commitment lies in fostering a culture of continuous improvement and innovation, aligning with organizational goals for sustained success.

Experience

1. Technical Success Manager

   Vrya

   Jan 2023 — Present · Austin, TX, US

   Leading backend operations and technical support for core products to ensure high availability and performance. I manage and resolve Jira tickets, handle L1 & L2 escalations, and drive process automation for operational efficiency. I collaborate with cross-functional teams to troubleshoot issues, conduct root cause analysis, and deliver lasting solutions. Act as a key liaison between clients and internal teams, ensuring seamless communication and superior customer experience.

Education

• North East Frontier Technical University (NEFTU)

  BCA, Computer Applications

• Janardan Rai Nagar Rajasthan Vidyapeeth University

  Senior Secondary, Science Maths

  2004 — 2005

• Adarsh Bal Niketan

  Secondary Education

  2002 — 2003