Waseem Shaikh
Mississauga,ON
Summary
Executive with unique blend of customer success fabric offering 12+ years in Software Tech/SaaS Industry coupled Technical expertise. Exceptional domain knowledge of Testing industry, Native app, Web app, Visual regression.
Overview
12
12
years of professional experience
2
2
Certificates
Work History
Manager Customer
BrowserStack
Mumbai, Maharashtra
04.2023 - Current
- Managed team of 2 ($US7 Mn) for high touch customer engagement and Created SOP for Early warning for tricky renewals with 85% -90% license renewals.
- Developed SOP for V-level and C-level connect with Customers for better engagement
- Created custom "How-To" guide section for customer's ease of use
- Prepared customer technology persona mapping along with SOP for understanding Long term goals.
Team Lead
BrowserStack
Mumbai, India
10.2020 - 03.2023
- Managed Enterprise clients ($US4.5 Mn) with constant adoption rate of 12% - 14%
- Trained customers in order to improve adoption through Demos, QBRs / MBRs in turn aiming at increasing NPS
- Established SOP for colleagues to follow and learn role-specific skills - Debugging, probing questions for technical concerns
Senior Customer Success Specialist
BrowserStack
Mumbai , Maharashtra
04.2019 - 09.2020
- Increased Product adoption/Customer usage for US$ 1.5Mn Enterprise and Mid-Enterprise customers from 40% to 60%
- Performed usage analysis to influence renewal and product utilization
- Created Technical knowledge sharing/internal documentation, helpful for customer relationship building.
Senior Automation Support Engineer
BrowserStack
Mumbai, India
09.2017 - 03.2019
- Learned 14+ frameworks and troubleshooting for Customer automation issues + overall BrowserStack product
- Created internal learning videos for Framework setup guide
- Maintained FRT less than 60 minutes and ART less than 3 days for technical support tickets using Zendesk product
Quality Co-ordinator
SQS BFSI LTD
Mumbai, Maharashtra
05.2015 - 09.2017
- Created 120 automation scripts for multiple financial product regression & functional testing.
- Captured bugs and logged using JIRA.
Quality Analyst
INFIBEAM.COM
Mumbai, Maharashtra
11.2012 - 02.2015
- Designed Test Scenarios, Performed Test Reviews and Prepared Test Data, defect management & Performance testing
- Executed 300+ Tests for Web and Native app.
Jr. Test Engineer
CIRRIUS WIRELESS TECHNOLOGY
MUMBAI
06.2011 - 11.2012
- Created Test Scenario, Performed Test Execution and Defect management
- Created test cases and performed manual testing, managed feature tracking for Web + Feature phone app quality checks for Pharmacy domain.
Education
Bachelor of Science - COMPUTER ENGINEERING
MUMBAI UNIVERSITY
MumbaiSkills
Salesforce, Outreach Tool, Jira, Confluence
Customer Relationship Building, Looker report
Debugging, Zendesk, FreshDesk, REST API
Customer Relationship Management (CRM)
Certification
Dale Carnegie - World Class Customer Service
Timeline
Manager Customer
BrowserStack
04.2023 - Current
Team Lead
BrowserStack
10.2020 - 03.2023
Senior Customer Success Specialist
BrowserStack
04.2019 - 09.2020
Dale Carnegie - Business Communication Skills
08-2018
Dale Carnegie - World Class Customer Service
03-2018
Senior Automation Support Engineer
BrowserStack
09.2017 - 03.2019
Quality Co-ordinator
SQS BFSI LTD
05.2015 - 09.2017
Quality Analyst
INFIBEAM.COM
11.2012 - 02.2015
Jr. Test Engineer
CIRRIUS WIRELESS TECHNOLOGY
06.2011 - 11.2012
Bachelor of Science - COMPUTER ENGINEERING
MUMBAI UNIVERSITY