Rahul Saini

Customer Success Intern @Procol

Gurugram, IN

Contributed across Customer Success, Product Operations, and Internal Automation, ensuring alignment between product capabilities and customer adoption.* Conducted vendor onboarding and training sessions, helping improve feature utilization and reducing adoption barriers.* Managed Level 1 customer queries, enabling faster resolution cycles and higher customer satisfaction.* Designed and deployed an MVP chatbot to automate repetitive queries, reducing manual workload for CS teams by ~25%.* Established a Voice of Customer (VoC) framework to centralize feedback, enabling structured prioritization of roadmap decisions.* Created end-to-end user journey maps, identifying friction points in onboarding and recommending solutions to increase activation.* Worked on-site with our key enterprise client (M3M), representing Procol as the first intern deployed in a client-facing role — gaining first-hand experience in vendor coordination and customer engagement.* Collaborated closely with Product, Engineering, and CS teams, ensuring customer insights directly influenced feature design and prioritization.* Applied product management frameworks such as Continuous Discovery, MVP thinking, RICE prioritization, and Opportunity-Solution Tree in real-world projects.* Supported cross-team initiatives, strengthening internal processes around onboarding, feedback collection, and automation.

Thapar Institute of Engineering & Technology

Bachelor's degree, Computer Engineering