Product Manager, B2B SaaS · Lucknow, India · open to Bengaluru / NCR / Pune / Remote
Translating customer pain into shipped product. 4.5 years embedded in B2B SaaS, writing PRDs, driving
feature delivery end to end, and building AI-powered tooling that moves metrics. The kind of PM who stays
in the problem until it's actually resolved.
I'm a Product Manager with 4.5 years of experience across B2B SaaS platforms, CRM systems, marketing
automation, and API-driven integrations. My career has been defined by one consistent pattern: staying in
a problem until it's actually solved, then making sure the fix holds.
My edge is the combination of customer empathy and technical fluency. I can run a JTBD discovery session
in the morning, write a PRD with MECE trade-off analysis in the afternoon, and coordinate an engineering
sprint the same week. I've supported enterprise clients at Maropost, shipped internal AI tooling at
HighLevel for US-market white-label accounts, diagnosed integration failures at Vartopia, and built
large-scale data quality operations at eClerx.
CORE COMPETENCIES
Product DiscoveryPRD / User StoriesAcceptance CriteriaRoadmap PlanningBacklog PrioritizationStakeholder ManagementAPI / WebhooksAgile / ScrumRoot Cause AnalysisProduct AnalyticsCustomer Interviews
Customer Support RepresentativeApr 2025 – Feb 2026
HighLevel · Remote, US Market (EST hours)
37% reduction in average handle time (40 to 25 minutes), with a 5% CSAT lift. The support team was spending excessive time on documented answers, so I defined requirements, wrote functional documentation, and coordinated the build and adoption of an internal RAG-based AI agent, tracking metrics post-launch.
30% drop in inbound ticket volume and a 20% CSAT increase across SMB white-label accounts. Clients needed faster first response on repeat queries, so I configured and validated AI-powered chatbot workflows, including conversational flows and webhook-triggered logic. Shipped in 6 weeks.
Resolved technical escalations on HIPAA and GDPR compliant accounts, tracking NPS across the client base to surface recurring product friction back to the team.
Technical Support EngineerOct 2024 – Apr 2025
Vartopia · On-site
Integration troubleshooting guide adopted by 3 teammates within the first month. Repeat escalations on the same failure modes were slowing the team down, so I documented REST API, webhook, and CRM connector failure patterns in a structured, searchable format.
Sprint backlog input accepted from a support role. A manual data re-entry error pattern had no product fix, so I identified and proposed automation of form-value passthrough between CRM systems.
Resolved technical escalations for enterprise SaaS clients, reproducing bugs and coordinating with engineering through triage and resolution, using logs and debugging tools to isolate root cause.
Client Support SpecialistDec 2023 – Sep 2024
Maropost · On-site
JetSend shipped in under 6 weeks, cited by 2 enterprise clients at renewal. A recurring transactional messaging gap was eroding client trust, so I analyzed 80+ support tickets, applied a JTBD framework, ran MECE trade-off analysis to define scope, and drove it through to GA.
Competitive analysis findings fed directly into roadmap discussions, by researching and documenting Maropost's competitive landscape against key alternatives.
Supported clients through e-commerce integration issues, resolving sync and data-mapping problems between connected systems.
AnalystAug 2021 – Dec 2023
eClerx · On-site
Consistent data accuracy across large-scale ecommerce operations for global retail clients, by building structured QA processes and documentation habits that carried into every role since.
Developed pattern-recognition and escalation discipline handling high ticket volumes, treating every ticket as a signal, not just a task.
03
Projects & Case Studies
Real initiatives, live teardowns, and independent product work.
B2B SaaS · Live MVP · US & Canada Market
Loopback: AI Voice of CustomerLIVE
Ingests support tickets and delivers a weekly AI-synthesized digest: top pain point, top
feature request, one churn signal, straight to Slack and email. Built for B2B SaaS teams who want to stop
manually triaging feedback. Stack: Next.js, Supabase, Claude API, Resend. Designed, built, and shipped
solo, end to end, using AI-assisted development to compensate for no personal coding background.
Built a D2C sneaker brand end to end as sole founder: market research, brand positioning,
pricing strategy, and go-to-market, with a live landing page and a research write-up. Used as a live PM
portfolio case study.
Product teardown covering architecture, feature depth, competitive positioning, and
prioritized PM recommendations, based on time inside the platform as a Technical Support Engineer.
Teardown covering the platform's AI moat, onboarding as the primary churn risk, and PM
recommendations, cross-referenced against competitor and review-site data.
Building AI Products: Prototyping Essentials Verify ↗
LinkedIn Learning · Jun 2026
Introduction to AI
LinkedIn Learning
McKinsey Forward
PW Skills · PM with AI
05
Play
A product ships when it's stable, tested, and doesn't crash into itself. Same rules here: steer, grow the
backlog, don't double back.
SCORE: 0BEST: 0
Press an arrow key or tap a control to start
06
People Who've Worked With Me
Three LinkedIn recommendations from direct colleagues. All public and verifiable.
"He took it upon himself to talk to stakeholders, understand what clients actually
needed from transactional messaging, and turned that into structured requirements the product team could
use. That kind of initiative is rare in a support role. Two enterprise clients actually brought up the
JetSend improvements during their renewal conversations. He'd be a strong addition to any product team."
Shubham Sharma · Technical Support Development Liaison, Maropost · Senior to Shiwal
"Shiwal was different. He'd notice patterns in what was coming in, flag recurring
issues before they became a bigger problem, and actually think about how to reduce the noise. He'd
document findings properly, build out response templates, and put together resolution guides the whole
team ended up using. Our average handling time came down."
Shubham Kumar · Business Analyst, eClerx · Direct Manager
"Most people in support are focused on closing the ticket in front of them. Shiwal was
always thinking one step ahead. He didn't just flag things and disappear. He'd follow through, make sure
engineering had what they needed, check back on the fix, then go back to the customer himself. He's
switching to product management now and it genuinely doesn't surprise me."
Every PM has gaps. These are mine, and what I'm doing about each one.
Formal PM Title
I've done the product work across four roles without the PM title. JetSend, the AI
agent, the teardowns, and the PRD practice are the evidence. RouCN is my live case study. The title comes next.
