Debashish Muni

About Debashish Muni

I’m a Senior Customer Success Engineer with over 3 years of experience helping clients maximize value from technology through key account management, technical support, and process optimization.In my current role, I lead a team, ensuring smooth operations, fast issue resolution, and a customer-first approach that builds trust and drives long-term retention. From troubleshooting complex backend systems to analyzing logs in Splunk and monitoring integrations, I bring a hands-on, detail-oriented approach to solving problems before they impact clients.What sets me apart is the blend of customer-facing expertise and technical depth. Alongside customer success, I have a background in Android and web development (Java, scalable apps, integrated web solutions), giving me the ability to understand challenges from both a business and engineering perspective. This makes me not only a problem-solver but also a bridge between technical teams and customers.I’m passionate about continuous improvement, applying my Six Sigma Black Belt mindset to streamline workflows, reduce bottlenecks, and improve customer experience. Whether guiding a team through critical escalations or developing strategies that prevent issues before they occur, my focus remains on creating measurable impact.Above all, I thrive in environments where I can lead, support, and innovate—helping businesses grow stronger relationships with their customers while ensuring teams perform at their best.

Experience

1. Senior Customer Success Engineer

   CleverTap

   Oct 2024 — Present · Mumbai, IN

   Leadership & Operations: Lead and mentor a team of L1 engineers, ensuring smooth operations and achieving 99%+ SLA adherence in issue resolution by solving more than issues.Key Account Management: Act as trusted advisor for high-value enterprise clients, strengthening relationships that improved client retention and satisfaction scores (CSAT 4.9/5).Technical Troubleshooting: Resolved complex backend integration issues by leveraging Splunk & monitoring tools, reducing escalation rates by 30%.Process Optimization: Introduced workflow improvements and documentation standards that cut average resolution time by 20%.Cross-Functional Collaboration: Partnered with product and engineering teams to deliver seamless client integrations, ensuring zero downtime for critical accounts.Coaching & Mentorship: Provided technical and operational guidance to junior engineers, boosting team productivity and knowledge-sharing.Continuous Improvement: Applied Six Sigma Black Belt principles to streamline support processes, enhancing efficiency and customer experience.

Education

• Guru Nanak Khalsa College, Matunga, Mumbai (Autonomous)

  Bachelor's degree, Computer Science

• Guru Nanak Khalsa College, Matunga, Mumbai (Autonomous)

  Master of Science - MS, Computer Science