Shruti Saini

Directed multi-country B2B SaaS operations, supporting enterprise clients with onboarding, business support, and escalation frameworks.

• Partnered with Product and Business Development to align delivery strategy with customer requirements.
• Designed and implemented cross-border collaboration processes and internal comms tools (HubSpot, Google Sheets) to ensure predictable delivery.
• Served as senior escalation lead for enterprise clients, ensuring high retention through proactive resolution.

• Scaled and led a 125+ global organization across QA, Automation, and Support, enabling both consumer (millions of users) and enterprise delivery.
• Transitioned release cadence from monthly → fortnightly, balancing planned, emergency, and partner-specific builds.
• Orchestrated delivery of 200+ concurrent partner installers through risk-based testing and automation strategies.
• Established release governance (QA-controlled Jenkins builds, release notes, commit discipline), reducing rollback by 60%.
• Implemented backend release stream with pre-prod gates and contract testing, cutting wasted test cycles by 45%.
• Migrated support tools from Gmail/forums → Zendesk with macros, localization, and reporting flows.
• Launched 24×7 global support model and introduced a Dialogflow chatbot to deflect Tier 1 queries → reduced response times by 60%, improved CSAT by 30%.
• Pioneered talent mobility programs (Support → QA → Automation/Leadership), filling 30% of roles internally and lowering attrition.

• Built foundational QA and support systems during early-stage startup growth.
• Mentored teams and embedded a quality-first, customer-first culture that scaled with the company.

• Delivered QA test plans, functional/system testing, and regression validation for enterprise-grade platforms.
• Defined documentation and escalation processes to strengthen engineering–support collaboration.
• Ensured high-quality releases through cross-functional coordination.