Zaggle

The client is currently facing an entire management process with complex workflows and currently uses one of the larger ERP systems to facilitate the entire page journey.

🚀 Dubai-Based | Ready to Contribute | Open to New Opportunities Hello Everyone! I’ve recently made the move to Dubai after building and scaling enterprise client relationships across MENA and SEA markets — I’m here with a clear goal: to create impact and grow with the right team. Currently on a visit visa and available to join immediately, I’m looking to bring my experience in Customer Success and Account Management to a fast-moving, growth-focused organization. 💡 What Sets Me Apart • 7 years of overall experience, including 5+ years in SaaS Customer Success. • Strong expertise in driving retention, renewals, and expansion revenue. • Hands-on experience managing enterprise portfolios across diverse regions. 📈 Proven Impact • Maintained a 98% customer retention rate in a portfolio of 100+ accounts. • Delivered 20–25% revenue growth through strategic upselling and cross-selling. • Worked with global brands like McDonald’s, PepsiCo, Airbnb, Discovery (WBD), Mitsubishi, and CNH Industrial, along with regional clients such as Synergy Consulting and Delphi Consulting. 🧰 Tech Stack Salesforce | HubSpot | Freshdesk | Intercom | JIRA | CRM Ecosystems | SaaS Platforms 🎯 Open for both On-Site and Remote Roles Customer Success Manager | Key Account Manager | Retention Manager | Implementation / Onboarding / Client Servicing | Relationship Manager 📍 Dubai | Immediate Joiner If you're building or scaling your Customer Success or Account Management team, let’s connect—I’m keen to contribute, learn, and grow. 📩 Open to conversations, referrals, and opportunities across Dubai and any other city in the Middle East like Abu Dhabi, Doha, Riyadh, Jeddah, Muscat etc. 📞 +971 509379957 | +91 8383967253 📧 shuklasoumya94@yahoo.com #OpenToWork #DubaiJobs #UAEJobs #MiddleEastJobs #CustomerSuccess #AccountManagement #ClientServicing #Retention #RelationshipManagement #Implementation #Onboarding #SaaS #ImmediateJoiner #HiringUAE

🔧 ITIL in Technical Support – Why It Matters In the world of technical support, delivering consistent and efficient service is key—and that’s where ITIL (Information Technology Infrastructure Library) comes in. ITIL provides a structured approach to managing IT services, helping support teams handle incidents, problems, and changes in a more organized and effective way. 💡 In technical support, ITIL helps with: ✔️ Faster incident resolution through defined processes ✔️ Better problem management with root cause analysis ✔️ Improved service delivery and user satisfaction ✔️ Clear communication and escalation paths ✔️ Continuous service improvement Adopting ITIL practices not only improves operational efficiency but also enhances the overall customer experience. Strong processes build strong support systems. #ITIL #TechnicalSupport #ITServiceManagement #IncidentManagement #ProblemManagement #ITOperations

Look at your team's last 20 resolved tickets. How much time went to investigation versus the actual fix? Engineering leaders who've measured this find roughly the same ratio. 70% investigation. 30% fix. AI coding tools help one engineer debug one issue. But enterprise support investigation is a different problem shape. Thousands of tickets a month across dozens of services. That needs a platform that compounds what it learns. Where the 500th investigation is easier than the first. Where knowledge stays when engineers leave. Today, it doesn't. The next engineer who hits the same issue starts from scratch. a16z just ranked support operations as the #2 enterprise AI use case by revenue momentum. Behind coding. Ahead of marketing, sales, and product management. Run the math. Monthly tickets multiplied by average investigation hours multiplied by fully loaded engineer cost. That number has no dashboard. No budget line. No owner. Wrote about why this gap exists and what it means for engineering orgs. Link in comments 👇. #AI #EngineeringLeadership #SupportEngineering

🚀 How I landed at JPMorgan Chase & Co. — beyond the “happy ending” story Over the past few days, I’ve received multiple messages asking how I transitioned into a Product role at JPMC. Instead of giving a short answer, I wanted to share the real journey — the visible wins and the invisible struggles. The “Vanilla” Side: I started simple • Checked role alignment (Product role, preferred location – Hyderabad) • Matched experience, JD, and expectations • Applied Soon after, I received my first call. That moment? Excitement. At least my resume made it through. Round 1: • High-level discussion about my current role • Understanding of PM fundamentals Round 2: • Why am I a good fit? • Depth in Product thinking • Basic compliance awareness (important in BFSI) Round 3: The real test: Could I clearly articulate? • Why am I doing what I’m doing? • What exactly am I building? • How am I solving the problem? Somewhere along the way… it clicked. And yes, looks like I nailed it. The “Real” Side: What you don’t see Before this offer… • X 1000+ rejections • X Ghosted applications • X “We’ll get back to you” (they never did) Rejections came in 3 forms: • Instant rejection emails • Endless silence • Rare but valuable feedback And that feedback category? That changed everything. What I did differently: I started treating feedback like product iterations. • Improved storytelling • Strengthened fundamentals • Fixed weak areas one by one One critical feedback stood out: “𝘠𝘰𝘶 𝘯𝘦𝘦𝘥 𝘴𝘵𝘳𝘰𝘯𝘨𝘦𝘳 𝘱𝘳𝘰𝘰𝘧 𝘰𝘧 𝘺𝘰𝘶𝘳 𝘗𝘳𝘰𝘥𝘶𝘤𝘵 𝘶𝘯𝘥𝘦𝘳𝘴𝘵𝘢𝘯𝘥𝘪𝘯𝘨.” So I acted immediately. • Took a Product Management course • Built credibility beyond just “interest” • Shifted from passion → proof What kept me going: This journey is not easy. There were days I felt like quitting and that’s normal. To stay balanced, I added structure outside work: Gym became my anchor (For you, it could be running, cycling, anything consistent). You need both mental sharpness and physical discipline Because Product Management demands: • Deep thinking • Patience Practical advice for you, focus here: 1. Know your story • Why Product? • Why you? • Keep it crisp, honest, and backed with outcomes 2. Master your current role • Don’t chase Product titles without Product thinking • Know your work, impact, and metrics deeply 3. Use real examples • Talk in use cases, user stories, numbers • Show, don’t tell 4. Be honest • If you don’t know something, say it • Authenticity > bluffing 5. Consistency > motivation • Motivation fades • Systems and discipline don’t Final thought: It wasn’t easy, but it was never impossible. But every rejection refined me. And eventually, one “yes” changed everything, rewriting your whole story. If you’re on the same journey, keep going. Your version of “I nailed it” is coming, and I waiting to hear your side of story [feel free to tag me] #ProductManagement #CareerJourney #Persistence #Growth

💻 The Backbone of Every Great Product: Technical Support Technical support is often seen as just “fixing issues,” but in reality, it’s much more than that. It’s about: 🔹 Understanding the problem beyond the surface 🔹 Communicating complex solutions in a simple way 🔹 Ensuring minimal downtime for users 🔹 Building trust with every interaction 🔹 Acting as a bridge between customers and product teams A good technical support engineer doesn’t just resolve tickets—they enhance user experience, identify patterns, and contribute to product improvement. In fast-paced environments, strong support can be the difference between a frustrated user and a loyal customer. At the end of the day, great support isn’t just about solving problems—it’s about creating confidence. #TechnicalSupport #CustomerExperience #ITSupport #SaaS #ProblemSolving #TechCareers #SupportEngineer #ITServices