Customer Success Technical Support
Resume:
Payal Gulia
*****.**@*****.***
EXECUTIVE PROFILE
Strategic and results-oriented executive with 15+ years of leadership in Customer Success, Onboarding, and Technical Support across global SaaS and XaaS organizations. Proven track record building and scaling multi-regional, global teams (US, Mexico, EMEA, APAC, ROSA) and launching high-impact customer onboarding and adoption programs aligned to lifecycle stages, segment needs, and go-to-market (GTM) strategies. Experienced in both digital-led and human-led engagement models, enabling early customer value, activation, and long-term retention.
Highly skilled in operational execution, data-driven decision-making, and cross-functional collaboration with Sales, Product, Engineering, Marketing, and Analytics teams. Adept at driving measurable outcomes through KPIs such as CSAT, FCR, GRR, MTTR, and customer activation. Expert in tools including Salesforce, Desk.com, Pendo, and MaestroQA. Recognized for scaling support and success functions globally, reducing costs, improving experience, and consistently exceeding service SLAs. Passionate about building inclusive, high- performance cultures that put customer success at the core. NantHealth
Sr. Director, Global Customer Support Onboarding, Boston, MA • 2022 – 2024
● Built and led a 60+ person global team (onshore/offshore) managing 300K+ annual support cases, overseeing onboarding and adoption programs for lower- and mid-tier ARR customer segments.
● Designed and scaled digital-first onboarding experiences (web forms, Pendo guides) and increased customer activation and self-service usage by 20%.
● Drove measurable improvements across key customer success KPIs:
Reduced abandonment rate from 5.14% to 2.5%
Increased First Contact Resolution (FCR) rate to 85%+
Improved CSAT from 60% to 75%
● Implemented MaestroQA to elevate quality management, streamline coaching, and improve team performance.
● Partnered cross-functionally with Product, Sales, Engineering, and Analytics teams to forecast support volumes, align onboarding journeys, and enhance lifecycle touchpoints.
● Spearheaded onboarding transitions for new product launches through cross- functional training, reducing headcount need while maintaining SLA compliance.
● Launched Knowledge-Centered Service (KCS) methodology to drive scalable support, cross-functional knowledge sharing, and case deflection.
● Upheld a best-in-class Mean-Time-To-Resolution (MTTR) under 24 hours and a GRR of 95%.
● Enforced compliance with HIPAA and other regulatory standards in operational Workflows.
● Delivered a 23% increase in team productivity through optimized On-the-Job Training
(OJT) processes.
EchoStar/Hughes
Sr. Manager II, Executive Customer Service CX, North America, Mexico, ROSA • 2019–2022
● Promoted within six months to lead high-impact executive escalation team supporting the Office of the CEO; resolved critical issues across high-value B2B and B2C Customers.
● Oversaw customer escalations from multiple regions and led quality audits across 8 global call centers, driving consistency in customer experience (CX) and service Delivery.
● Identified systemic pain points through Voice of Customer (VOC) data and analytics, resulting in enhanced cross-functional processes and improved issue resolution speed.
● Collaborated with Sales, Engineering, Billing, and Service Delivery to design scalable escalation workflows and ensure customer success alignment with GTM strategies.
● Built executive-facing reports using Salesforce and Qualtrics, highlighting key trends, response metrics, and resolution outcomes for senior leadership.
● Drove cost efficiency through optimized resource allocation and budget control across multiple support operations.
● Played a pivotal role in refining onboarding-related knowledge management and documentation, reducing repeat escalations and improving self-service accuracy. The World Bank
Consultant – HD-OPE Technical Support Process Optimization, Washington, DC • 2019
● Managed global staff issues related to the rollout of a new enterprise IT platform
(Elevate), acting as a liaison between HR stakeholders and the Agile development Team.
● Designed and implemented process improvements that streamlined issue reporting and resolution workflows across HR and technology functions.
● Used data analysis to identify platform adoption blockers and escalated trends to the Agile Implementation Team for iterative improvement.
● Maintained strong communication with internal clients to manage expectations, improve platform usage, and foster adoption across teams. Federated Wireless
Director, Customer Support Onboarding Programs, Arlington, VA • 2017 – 2018
● Built the customer support and onboarding function from the ground up, including team structure, workflows, and escalation procedures.
● Developed end-to-end onboarding and post-sale support processes for enterprise clients, integrating with Engineering, Product, and Integration teams to align with service delivery timelines.
● Led the implementation of robust SLA tracking and KPIs across call, email, and chat support channels—achieving and maintaining 100% CSAT during critical implementation Phases.
● Owned high-priority escalations, coordinated communication during outages and upgrades, and maintained customer confidence through proactive support.
● Tracked feature releases and bugs using JIRA; created internal and customer-facing knowledge base content for onboarding and training. Meridian Knowledge Solutions
Director, Customer Care SaaS Support Operations, Reston, VA • 2015 – 2017
● Led support and success operations for a Learning Management System (LMS) SaaS platform; focused on onboarding enterprise clients and resolving implementation issues in partnership with Product.
● Spearheaded the rollout of Desk.com CRM, enabling more effective ticket management, escalations, and customer communications.
● Built and trained Tier I II teams; introduced brown-bag sessions and skill development initiatives to enhance onboarding and continuous product knowledge. Streamlined operations by integrating JIRA, SharePoint, and Confluence into support workflows to close gaps between support and development teams.
● Collaborated with the C-Suite to present customer escalation insights and service performance reports based on defined KPIs.
Discovery Communications, LLC
Manager, Customer Operations Technical Support, Silver Spring, MD • 2007 – 2015
● Directed support operations for global users across Discovery’s digital properties; ensured 95%+ SLA adherence and a consistently high CSAT rating.
● Championed the implementation of Salesforce CRM and LiveChat, enhancing customer interactions and data reporting across all digital support channels.
● Supported UX enhancements by providing search taxonomy feedback and user behavior data, which informed a full site redesign.
● Trained, mentored, and on boarded global support specialists; launched a performance review system tied to KPIs including answer rate, FCR, and CSAT.
● Created and maintained a comprehensive knowledge base, blog content, and social media support resources (Twitter and blogs).
American Express
Credit Analyst – Escalations Collections, Gurugram, India • 2002 – 2005
● Promoted within the Credit and Collections unit to handle escalated cases (for 200 reps) across Credit, Collections, and No-Good Checks departments while consistently exceeding CSAT targets, collections goals, and compliance benchmarks. Core Tools, Platforms Technical Proficiency
● CRM / CX Platforms: Salesforce, Zendesk, Desk.com, LiveChat
● Customer Success Tools: Pendo, MaestroQA, Qualtrics
● Analytics & Reporting: Excel (Advanced), VOC Tools, Reporting Dashboards
● Knowledge Systems: JIRA, Confluence, SharePoint
● Digital Engagement: Web Forms, Email Journeys, In-App Messaging
● Compliance & Standards: HIPAA, SLA/OLA governance, Global Regulatory Readiness
● Workflows Methodologies: KCS, Agile Support, OKRs, KPIs Key Skills Competencies
● Global Customer Onboarding Targeted Adoption
● GTM Alignment Customer Lifecycle Strategy
● Cross-Functional Stakeholder Collaboration (Product, Sales, Marketing, Digital)
● SaaS XaaS Operational Excellence
● Digital-Led Engagement Models Self-Service Enablement
● Change Management Process Optimization
● Customer Activation, Retention Adoption Metrics
● Executive Escalations, Enterprise Account Support
● People Leadership (2nd-Line Management)
● Forecasting, Budgeting, and Vendor Management
Education
● Delhi University, Delhi
Bachelor of Arts: Economics
● Software Technology Group (STG) Delhi
Diploma: Computer Science
● Indira Gandhi National Open University, Delhi
Post Graduate Diploma in Rural Development: Rural Sociology
Certificate: Disaster Recovery
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