Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Waseem Shaikh

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
Mumbai

Skills

Salesforce, Outreach Tool, Jira, Confluence

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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

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Waseem Shaikh