Ishan Arora Email & Phone Number

• Heading a team of 35+ FTEs responsible for Customer Experience• Extensive experience building and scaling teams from scratch globally• Experience with modern Customer Experience processes, strategies, and tools• Supported the end-to-end sales process securing some of Leapwork’s largest customers

Gurugram, Haryana, India

• Built a Customer Experience organization directing a global organization of 30+ Customer Experience professionals• The Customer Experience team maintained a 95% CSAT globally • Partnered with Sales and Marketing to create and deliver new sales enablement and methodology (MEDDIC and Command of the Message)• Created and achieved business KPIs via reporting dashboards and industry standards• Directed the development of the company’s customer experience methodology and helped the account management team into a customer success-focused organization• Managed relationships & outcomes of multiple high-touch customers, with an account portfolio of ARR $5M• Partnered with Product Engineering to create and deliver new escalation guidelines and customer support methodology• Developed a data-driven health score methodology to manage customers at scale and prioritize accordingly• Increased user adoption, facilitated complex renewals

Gurugram, Haryana, India

• As an Engineering Manager, built a strong team of automation testers that delivers Automation Services for Leapwork 24x5, around the world.• Built a global Customer Experience organization of 20+ Engineers to perform technical Customer Support, Product Training, Technical Account Management, Learning & Enablement and IT Operations • Hired, on-boarded, mentored, and managed all post-sales customer-facing resources globally• Managed customer recovery efforts and avoided competitive displacement threats at several large accounts• Created one of the world’s unique ways of delivering technical support with an extremely high CSAT score, Gartner mentioned it in its report.

Gurugram, Haryana, India

• Joined as the 4th Employee in India, number 8 globally and was responsible for building a global Customer Experience Department.• Built a global customer experience organization of 10+ engineers to perform technical customer support, Product training and IT Operations • Hired, on-boarded, mentored, and managed the entire team globally• The global support team maintained a CSAT of 95% an average response rate of 2 minutes• First Technical Account Manager and Customer Success role acting as the customer’s trusted adviser• Managed customer recovery efforts and avoided competitive displacement threats at several large accounts• Part of a simulation team that supported the end-to-end sales process securing some of Leapwork’s largest customers

Gurgaon, India

 Worked on Automating the applications whole API flow from individual endpoint testing to end-to-end API Testing using MSTest and NUnit. Worked on Page Object Model (POM) for automating trading application using Selenium, Behavior Driven Development using Specflow Continuous Integration / Continuous Deployment (CI/CD) pipeline implementation using TFS Working with PowerShell scripts for devops related tasks

Noida Area, India

• Created C# automated script for Smoke test and Regression test with the help Coded UI in VSTS.• Worked on Page Object Model (POM) and UI Map frameworks.• Created and Executed Automated Coded UI Tests.• Created Data Driven Test by VSTS and MTM.• Created Automation Framework for regression testing.• Updated the test cases using TFS which acted as repository.• Analyzed results of testing cycles and presented results.• Logged, Tracked and Generated Bug status reports using Team Foundation Server.• Worked closely with business analysts and the business to ensure the products meet the expected level of quality defined by the business

Greater Noida

• Involved in Testing Banking/Financial Services applications like Investment Banking, Loan related banking applications, Credit/Debit Cards, online banking applications.• Involved in Manual Testing, Regression Testing, functional Testing, Writing Test Cases and Test Scenarios Development. • Creating the automated regression suite for our application using QTP• Planning, writing, developing, executing and verifying Test Plans to validate Business Requirements.• Perform Functional Testing, Manual Testing, Regression and Integration testing.• Logging project related issues in QC and Tracking up to closure of those Defects • Strong understanding of SDLC and work closely with Development team and BA in Resolution of defects.

New Delhi Area, India

• Understanding the business requirements and analysis of SRS.• Creating, maintaining, reviewing and updating Test Cases. • Involved in executing test cases including Functional Testing, User interface testing, Re-testing and Regression testing.• Gained hands on experience in handling end to end execution of application development projects and handled the entire development life cycle of the various s/w’s and applications developed

Master Of Business Administration (Mba), International Business

B.Tech, Information Technology