Sunil Raj Kumar

Technical account management and SaaS implementation support across 15+ enterprise cloud accounts.

• Served as trusted technical advisor for 15+ enterprise accounts, guiding REST API integrations and SaaS onboarding workflows that increased customer adoption by 18% and reduced ticket volume by 11%.
• Resolved high-impact enterprise technical issues via root cause analysis using CloudWatch logs and SQL queries, directly strengthening strategic renewal confidence and account stability.
• Tracked onboarding velocity and usage signals across 15+ accounts in Salesforce CRM to flag adoption risks early, enabling timely intervention that prevented escalations and sustained platform utilization.
• Owned escalation management for critical customer incidents, coordinating Engineering and Product teams through resolution to protect customer outcomes and platform reliability across the account base.
• Analysed support trends and account health signals in Salesforce to generate customer insights, enabling data-informed decisions that improved outcomes and accelerated SaaS product adoption.

Technical consulting contact for account management across enterprise accounts.

• Designed and standardized cloud infrastructure workflows on GCP Compute Engine with Cloud Logging, reducing customer onboarding time by 23% through repeatable runbooks and consistent setup processes.
• Authored 17+ technical guides, runbooks, and onboarding assets that reduced repeat support queries by 39% and accelerated Time-to-Value for enterprise operator accounts at scale.
• Monitored onboarding progress, adoption trends, and recurring operational issues across enterprise accounts, delivering strategic guidance that accelerated platform adoption and value realization for operators.
• Conducted operator training sessions covering platform setup and API workflows, reducing Time-to-Value by 25% and improving onboarding quality across a diverse enterprise customer account fleet.

Technical support and account success for a distributed platform serving 50+ accounts.

• Triaged and resolved approximately 150 monthly support tickets from enterprise and developer stakeholders, reducing average resolution time by 39% and contributing to renewal confidence and long-term customer success.
• Presented platform adoption trends, technical risk assessments, and optimization recommendations to C-suite and operator stakeholders, strengthening retention outcomes across the account base.
• Monitored platform uptime signals, error logs, and support patterns to proactively identify stability risks, cutting outages by 19% and maintaining account reliability across the customer base.
• Mentored 3 junior engineers on API troubleshooting and escalation workflows, improving team resolution consistency and reducing average handling time across the support queue.

B2B enterprise SaaS support with escalation management and cross-functional collaboration.

• Led escalation handling across 20+ enterprise accounts by coordinating with engineering teams, cutting critical incident response time by 24% through structured triage ownership and defined escalation paths.
• Designed a standardised incident management framework with structured triage paths, enhancing cross-team alignment and protecting enterprise account health against SaaS platform outage impacts at scale.
• Identified recurring issue trends through ticket analysis and presented operational insights to Sales and Product teams, driving process improvements that strengthened implementation success outcomes at scale.

Customer onboarding and delivery coordination across SaaS product initiatives with API documentation.

• Supported customer onboarding tasks across multiple client accounts, managing competing priorities to meet key delivery milestones through consistent stakeholder communication and thorough setup coordination.
• Documented REST API workflows by systematically analysing request flows and error logs, improving onboarding accuracy and reducing Time-to-Value across multiple SaaS product deployments.
• Delivered consultative support to resolve complex platform challenges, earning consistent recognition for exceptional resolution speed and high customer satisfaction ratings across all assigned accounts.