Goutham Kalyan Kumar R
Customer Success & Retention
Summary
Customer Success and IT Operations Specialist with 7+ years of experience supporting SaaS platforms, managing client relationships, and delivering SLA-driven production support across healthcare and logistics domains. Proven ability to drive customer retention, improve onboarding experience, and resolve complex technical issues through cross-functional collaboration. Strong background in incident management, EDI systems, and customer lifecycle management. Actively seeking Customer Success, SaaS Support, or IT Operations roles in Malaysia.
Overview
7
7
years of professional experience
4
4
Languages
Work History
Senior Customer Experience Associate
Foodhub Software Solutions
10.2022 - 04.2026
- Managed high-value SaaS client portfolio, owning end-to-end customer lifecycle including onboarding, support, and retention
- Led client onboarding and product adoption by guiding implementation and resolving initial setup challenges
- Built strong client relationships through proactive engagement, follow-ups, and business-focused communication
- Monitored customer health metrics and usage trends to identify churn risks and drive retention strategies
- Acted as primary escalation point for critical issues, ensuring timely resolution and minimal business impact
- Collaborated with Product, Engineering, and Operations teams to resolve issues and enhance overall customer experience
- Identified upsell and cross-sell opportunities by aligning product capabilities with client requirements
- Ensured SLA/KPI compliance across support interactions in a high-volume environment
- Maintained CRM records and leveraged customer insights to support issue tracking, reporting, and continuous product improvements
Electronic Data Interchange Analyst
Sri Mookambika Infosolutions
09.2021 - 02.2022
- Managed end-to-end EDI operations, ensuring accurate and timely transaction processing
- Resolved XML formatting, data mapping, and validation issues to maintain seamless system integration
- Performed root cause analysis on recurring issues, improving data accuracy and operational efficiency
- Analysed transaction logs and performance reports to identify process improvements
- Collaborated with cross-functional teams to resolve integration and workflow issues
- Ensured compliance with client-specific requirements and data exchange standards
Junior Support Desk Engineer
SrinSoft Technologies
06.2020 - 06.2021
- Delivered L1/L2 production support for enterprise applications, ensuring high system availability and SLA compliance
- Managed end-to-end incident lifecycle including logging, prioritisation, escalation, and resolution using ticketing tools
- Conducted root cause analysis for EDI and data flow issues, coordinating with development teams for permanent fixes
- Monitored and troubleshot EDI workflows and transaction failures across integrated systems
- Performed data validation using DB2/SQL to maintain data accuracy and integrity in production environments
- Maintained proactive communication with clients, ensuring timely updates and high customer satisfaction
Junior Programmer Analyst
SrinSoft Technologies
01.2019 - 06.2020
- Developed and supported backend applications using RPGLE and CLLE in IBM i (AS/400) environments
- Executed DB2/SQL queries for data extraction, validation, and issue troubleshooting
- Automated batch processes and EDI workflows to improve operational efficiency
- Supported testing, deployment, and production issue resolution
- Assisted in system integrations and optimized data exchange processes
- Created and maintained technical documentation and standard operating procedures
Education
Bachelor of Engineering - Computer Science Engineering & Technology
Bharath Institute of Higher Education & Research
Chennai, India05-2018
Higher Secondary Certificate - 12th Grade
Vadapalani Matriculation Higher Secondary School
Chennai, India03-2014
Secondary School Leaving Certificate - 10th Grade
Vadapalani Matriculation Higher Secondary School
Chennai03-2012
Skills
- Core Competencies:
- Customer Success, Account Management, Client Onboarding, Customer Retention, SLA/KPI Tracking, Escalation Management, Stakeholder Communication
- Technical Support & Operations:
- L1/L2 Production Support, Incident Management, Root Cause Analysis (RCA), Issue Triaging, Bug Tracking, Product Testing & Enhancements, EDI Workflow Automation
- Tools & Applications:
- Microsoft Excel, Zoho CRM Suite, Jira
- Programming & Data:
- DB2, SQL, RPGLE, CLLE
- Domain Expertise:
- SaaS Applications, Healthcare & Logistics Systems, EDI Workflows, System Integrations
Accomplishments
Professional Snooker Player
Represented city and state in competitive snooker tournaments across India, earning multiple medals, trophies, and certificates. Passionate about the sport, with a strong commitment to discipline, focus, and strategic thinking developed through years of competitive play.
Additional Information
- Awarded Best Employee of the Month multiple times at Foodhub for consistent performance, customer satisfaction, and service excellence
- Experience contributing to AI chatbot, customer experience, and product enhancement initiatives, with exposure to EDI workflows, XML integration, and data-driven insights
- Trained and mentored junior team members through product knowledge and knowledge transfer (KT), while continuously upskilling in CRM platforms (Zoho, Salesforce), SaaS support, and data analysis
Timeline
Senior Customer Experience Associate
Foodhub Software Solutions
10.2022 - 04.2026
Electronic Data Interchange Analyst
Sri Mookambika Infosolutions
09.2021 - 02.2022
Junior Support Desk Engineer
SrinSoft Technologies
06.2020 - 06.2021
Junior Programmer Analyst
SrinSoft Technologies
01.2019 - 06.2020
Bachelor of Engineering - Computer Science Engineering & Technology
Bharath Institute of Higher Education & Research
Higher Secondary Certificate - 12th Grade
Vadapalani Matriculation Higher Secondary School
Secondary School Leaving Certificate - 10th Grade
Vadapalani Matriculation Higher Secondary School