Manjeet Roy
Customer Success - B2B SaaS | Product Management | SaaS Implementation and Consulting
- Role
- Executive, Customer Success at Agrichain
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Manjeet Roy
I’m a SaaS professional with a strong background in supply chain, procurement, and logistics technology, having worked across both high-growth startups and global client environments. My experience spans implementation, support, product operations, and customer success—delivering value across multiple touchpoints in the B2B lifecycle.I’ve had the opportunity to work with Procol, where I contributed to streamlining enterprise procurement processes, and currently with AgriChain, where I support complex commodity supply chains across Australia, New Zealand, and North America. In both roles, I’ve collaborated closely with cross-functional teams to turn operational challenges into product opportunities—focusing on digitization, user adoption, and measurable impact. Core Strengths Procurement Automation & Supply Chain SaaS (RFQ, RFP and E- Bidding Strategies) Freight, Contract, and Inventory Workflow Optimisation B2B Product Enablement & Customer Training Cross-functional Communication with Product & Engineering Insights & Reporting via tools like Looker studio I’m passionate about solving real-world operational problems through thoughtful systems, automation, and scalable technology. Always learning, always curious.
Experience
Executive, Customer Success
Apr 2024 — Present · AU
Product ManagementDrive the development and optimization of AgriChain\'s digital products, ensuring alignment with customer needs and business objectives.Collaborate closely with cross-functional teams including engineering, design to deliver high-impact product features.Gather user feedback, analyze product performance data, and prioritize feature roadmaps to continuously enhance the platform.2. Knowledge Base DevelopmentBuild and maintain a comprehensive, structured, and easily searchable knowledge base to empower users with self-service support.Curate detailed articles, FAQs, troubleshooting guides, and best practices tailored to various user personas (farmers, logistics managers, buyers, etc.).Collaborate with support, and product teams to continuously update the content based on user feedback and product evolution.Implement taxonomy, tagging, and categorization strategies to ensure high discoverability and relevance of information.3. User Journey Optimization for Support (AI-Powered)Map and optimize the end-to-end user journey for raising support tickets, ensuring a seamless and intuitive experience.Integrate AI-driven tools to assist users in quickly finding solutions, raising tickets with contextual data, and receiving timely responses.Develop intelligent workflows that pre-qualify issues, suggest instant solutions, and route complex queries to human agents efficiently.Continuously analyze ticket patterns and user interactions to refine AI models, reduce resolution times, and enhance customer satisfaction.
Education
East West Institute Of Technology
Bachelor of Engineering - BE, Electronics and Communications Engineering
2014 — 2018
Kendriya Vidyalaya
Schooling
2001 — 2014
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