Cynthia Chowdhury

Works with Fortune 100 customers, and serves as a consultant to their stakeholders, to assist with their Agile, Scrum or Center Of Excellence Strategy. Serves a the first level of Support and main escalation point of all customer. Assists to establish backup-recovery plans based on the company's industry requirements. Conducts Testing Maturity Health Assessments and creates tailored customer roadmaps to help mitigate risks. Project-manages roadmap and goals established to ensure value.

• Manages a $12M portfolio, and performs EBR's regularly for most accounts.
• Accomplishes 90%+ retention every on the regular, and carries 9+ NPS average score for all accounts.
• Drives feature adoption and time to value to align on new product features, and communicate business goals, reducing churn rate by 30%.
• Streamlined onboarding processes for new customers through the creation of comprehensive training materials.
• Partners with Sales, Engineering, and Consulting to align on customer deliverables to generate growth; through upselling opportunities, like additional services, which increases up to 30% in annual revenue.
• Acts as a main point of contact for escalations, and provides technical consultancy, when needed, reducing resolution time by 20%.
• Works with customers on value realization programs to help the realize the value of Tricentis solutions in their QA/automation strategy.
• Helps customers to asses their testing maturity by understanding their landscape and coverage, and provides them with a tailored path towards improvement.
• Implemented internal workflows, and collaborated in the implementation of Gainsight, to reduce time spent on routine tasks, and to generate reporting, increasing cross-functional alignment by 25%.
• Helped to launch customer programs that improved onboarding and adaption of the tool, contributing to time-to-value.
• Top Performer of the year with best retention and growth metrics.

Led the design and delivery of complex, enterprise-level solutions across various industries, ensuring alignment with customer business requirements and technical specifications.

• Worked closely with product, engineering, and sales teams to align on client requirements and expected. technical deliverables
• Ensured all solutions met industry-specific standards and compliance requirements for clients' implementation to help to fulfill more than 15 deals that contributed up to 8M in revenue
• Led 30+ Proof of Concept (PoC), demonstrating the feasibility and value of proposed solutions, which resulted in a 70% increase in successful sales conversions.
• Optimized architecture design strategy for key clients, reducing their operational costs by 20%, which directly contributed to up to $2M in additional sales revenue
• Provided technical leadership and mentoring to junior architects and engineers, improving team efficiency by 35%.
• Delivered 150+ technical product demos and presentations to potential customers via zoom, at conferences and onsite.
• Provided valuable market insights and product feedback to R&D.
• Streamlined the sales process by implementing new workflows in Salesforce CRM, reducing up to a 20% time spent on routine tasks within the sales cycle process.
• Developed comprehensive documentation for technical specifications, project plans, and user guides, streamlining communication across teams.
• Evaluated emerging technologies to stay current on industry trends, making informed decisions for technology adoption.

Spearheaded the roadmap and strategy for two major products, creating adoption and securing $8M in board investments. Served as a Scrum Master to onboard new developers, to facilitate conversations across stakeholders, and to monitor the progress of internal processes like Sprint planning, daily stand-ups, Sprint reviews and retrospectives.

• Managed a backlog of 30+ features, ensuring 70% alignment with business goals.
• Managed relationships with key stakeholders, executives, customers, and partners, ensuring alignment on product vision, plans and priorities.
• Improved collaboration across teams, resulting in a 30% faster project delivery timeline
• Led and collaborated UX/UI designs to align on strategy while fulfilling business requirements, that resulted in a 25% improvement in user engagement.
• Automated release pipelines, reducing deployment errors by 35%.
• Improved development team's velocity by 30% and ensured 90% Sprint completion improving efficiency.
• Collaborated extensively with cross-functional teams to drive seamless integration efforts for end-to-end system optimization.
• Enhanced team collaboration, implementing agile methodologies for more effective project management.

Led the strategy of a SaaS Test Management Platform, and the launch of the Analytics solution, throughout the SDLC phases, from planning to testing and maintaining the product, Reviewed and prioritized the backlog of products. Performed customer interviews to validate development and story telling, and executed upon customer feedback. Conducted in-depth market research to identify new customer segments, competitors, and new opportunities.

• Designed and implemented RESTful APIs, and API Gateway, following API development standards and best practices, improving efficiency of API response time.
• Led release coordination efforts across development and QA, and increased release frequency (time-to-market) by 30%, and reduced post-release defects by 25%.
• Achieved 99.9% uptime for all applications post-deployment.
• Managed Agile sprints with a 90% sprint completion rate, ensuring product delivery on time and within scope.
• Organized and promoted industry webinars, generating new leads and enhancing product visibility in target markets.
• Used and administered Jira for seamless documentation of test cases, results, release documentation and issues, allowing stakeholders to access real-time testing information, and improving documentation accuracy.

Aligned to Enterprise accounts, and responsible for maintaining relationship with customers through onboarding and training. Provides effective support and best practices for customers in a consultative manner. Gathers product feedback, and translates it into product insights

• Delivered $3M in new revenue through new product opportunities and expansions.
• Organized and promoted industry webinars, generating new leads, and enhancing product visibility in target markets.
• Developed a self-service knowledge base for customers, reducing ticket volume by 20%, collaborating towards what would later become Academy.
• Set up integrations with Azure Pipelines, Jenkins, and other CI/CD solutions, as well as Jira, ADO Dashboards, and Confluence; and deployed Tricentis products on more than 30+ customers' environments on-site.
• Improved CLTV by a 40% in the first year through reducing churn, increasing customer satisfaction by attending technical inquiries.
• Leveraged Agile and Scrum methodologies in the implementation of SDLC tools.
• Led the orchestration of workflows - using Trigger and Action rules through webhooks and API's - with Github, ADO pipelines, Jenkins, Bamboo.

Led a team of 5+ technical support engineers, Improved team efficiency by 30% offering targeted training and mentoring; while working on process improvements.

• Improved first-call resolution rate by 35%.
• Ensured 98% of high-priority technical issues were resolved within SLA targets, maintaining a Customer Satisfaction score of 80%+
• Achieved a 20% reduction in customer escalation rates by implementing proactive support strategies.
• Implemented an escalation matrix to allow focus on critical customer issues.
• Created custom training materials including user manuals, video tutorials, and FAQs tailored to customer needs, improving the onboarding experience of team members by 30%.
• Provided actionable feedback to the product team, resulting in the resolution of 100+ critical bugs over the year, improving product stability and reducing support load.
• Led the troubleshooting of complex technical issues, ensuring minimal system downtime and delivering effective resolutions to customers
• Monitored trends to identify and address potential issues before they impacted end-users, reducing incident rate by 10%
• Leveraged support tools like Zendesk, Jira, and ServiceNow to manage customer tickets, and improved process through the integration and migration of the tools.
• Produced weekly and monthly reports on team performance, and relevant trends, highlighting KPIs such as ticket volume, resolution time, escalation rates and customer satisfaction metrics.

Served as a Consultant to more than 40+ Enterprise accounts, and advised to implement, optimize and maintain their Applicant Tracking System, to efficiently record specific data, progress and employee activity, by analyzing business needs and tailoring their system to effectively meet those requirements.

• Accessed, and configured XML file of ATS in staging to test changes that would later be deployed to production, ensuring smooth onboarding and reducing setup-related issues by 20%
• Managed software license activations for the entire product portfolio, ensuring compliance with licensing agreements and minimizing downtime.
• Collected product feedback and worked with PM and Development to implement improvements for the tool. As a result, established a post-case customer feedback process, 10% increase in customer satisfaction scores
• Led a project to improve SLA compliance, ensuring 98% adherence to customer response and resolution times across the support team.
• Optimized escalation procedures in Salesforce CRM, reducing high-priority case escalations by 15% by ensuring tickets were assigned to the appropriate team based on issue complexity

Managed the entire implementation process, from conception to deployment, of VSoft financial technologies at Financial organizations, into their existing infrastructure, ensuring smooth deployment, managing project timelines, budgets, and stakeholder expectations, while closely collaborating with sales, technical teams, and clients to deliver a successful implementation within the defined scope and requirements.

• Deployed databases for customers, and recommended architecture of the OnPremise solutions.
• Installed and configured of the VSoft solutions.
• Successfully delivered 30+ projects over a year, and contribute to 30% of the growth of these accounts, by building relationship and adhering to project timelines.