Jan 2025 – Present · 1 yr 2 mos

• Building AI agents for Appsmith and Customers
• Customer Training & Migration
• Building AI Voice apps
• POCs: AI native features in browser; terminal & with MCPs

Jan 2022 – Feb 2025 · 3 yrs 1 mo

• Transitioning from an engineering role to spearheading the Customer Support team, I've played a pivotal role in ensuring the product's success. Responsible for daily operations, I focus on delivering exceptional service, instituting customer service policies for enterprise clients, and driving revenue growth.
• Key Responsibilities:
• Lead the cross-functional team that acts as a support and engg. solutions to facilitate great customer experience.
• Oversee smooth support team operations.
• Guide critical customer issues.
• Channel customer feedback to enhance product features.
• Collaborate with teams for self-help resources, reducing complaints.
• Build customer relationships, enhancing retention.
• Highlights:
• Establish processes and automations necessary for team's success
• Developed and implemented support policies for enterprise clients.
• Facilitated revenue growth from 0 to 10% of the company's ARR.
• Led a process improvement project, reducing complaints by 20%.
• Achieved a 4.7/5 CSAT score.
• Hiring great engineers, and built a solid team
• Switching gears to a customer-facing role, I've built processes and guidelines to deliver exceptional support, contributing significantly to the company's growth and customer satisfaction.

May 2021 – Jan 2022 · 8 mos

• Joined Appsmith in its early days.
• 1. Built it's entity and pane navigation and revamped UI for Query Editor, and Datasource Pages.
• 2. Co-owned commenting feature (now deprecated, code available on GitHub), which enabled app users to give feedback to the developer and ask for clarification.
• 3. Built the modern Admin setting & and SSO features for the enterprise users
• Ownership -
• 1. Developed enterprise vs. community code splitting guidelines for different offerings of Appsmith.