• Managed integrations and implementations for SpringCM, Salesforce, and other systems.• Experienced in enhancing workflow through data migration from various sandbox and user requests.• Successfully resolved complex customer tech issues by conducting comprehensive root-cause analysis.• Provided technical support for end-users and resolved escalated technical issues within the TAT• Established a comprehensive database of commonly occurring challenges and their remedies, facilitating customer independence and lowering reliance on technical support• Built a repository of commonly asked questions and technical support materials, cutting down the time taken to respond to customer inquiries by 70%.• General responsibilities include In-depth knowledge in analysis, design, prototype, testing, develop/enhance applications, production support, problem solving, including requirements gathering and documentation• Collaborated with Project & Accounts Managers, internal business users, and external vendors to ensure the enforcement of standards/procedures for implementing technical solutions resulting in on-time delivery and high-quality standards.• Administrative support of existing accounts: adding new users, sharing accounts, upgrading permissions, creating new DocuSign accounts, etc• Author DocuSign design and requirements specifications for new use case• Provide insight for new template and integration requests• Troubleshoot recipient delivery issues, sending failures, and template creation errors• Create Templates, Send Bulk Envelopes, Send Envelopes on Behalf Of as needed by user request.

• Responsible for building reports on MI, UTV and TAT.• Critically analyze workflow, monitor performance and make recommendations for continuous improvement to meet and exceed business goals• Responsible for good Customer Experience, service delivery and Turn Around Time• Performance monitoring, data analysis for service delivery• Maintain compliance to all regulatory requirements for the business• Handle additional process responsibilities as and when delegated• Day to day decision making for matters regarding the team.• Identify skill gaps and performance shortfalls and deliver coaching to an agreed plan formulated along with the Assistant Manager.• Disseminate product updates as and when required.• Provide floor support to ensure that any ad hoc queries raised by team members are dealt with quickly.• Focus on Work Life Balance for team members (Fun Activities, Team Outings, Informal connects)