Open to APM & PM Roles  ·  Lucknow, India

Shiwal
Singh

Product Manager, B2B SaaS

Translating customer pain into shipped product. 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 is actually resolved.

Get in Touch View Work Maropost Teardown ↗
5+
Years Exp.
4
Companies
10
PM Certs
4
Live Projects
Shiwal Singh
● Available Now
APM · PM · Product Ops
PRD Writing User Stories Acceptance Criteria REST APIs Webhooks JIRA Agile / Scrum Root Cause Analysis Customer Interviews RICE Prioritisation A/B Testing Roadmap Planning Stakeholder Management SQL Postman Confluence UAT AI Tools Release Notes Product Analytics PRD Writing User Stories Acceptance Criteria REST APIs Webhooks JIRA Agile / Scrum Root Cause Analysis Customer Interviews RICE Prioritisation A/B Testing Roadmap Planning Stakeholder Management SQL Postman Confluence UAT AI Tools Release Notes Product Analytics

Profile

The Product Mind
Behind the Work

I am a Product Manager with 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 is actually solved, then making sure the fix holds.

My edge is the combination of customer empathy and technical fluency. I can conduct 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 have 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.

I am most effective in APM, PM, or Product Operations roles where discovery, requirements clarity, and execution discipline create measurable impact.

Core Competencies
Product Discovery
PRD / User Stories
Acceptance Criteria
Roadmap Planning
Backlog Prioritisation
Stakeholder Management
API / Webhooks
Agile / Scrum
Root Cause Analysis
Product Analytics
Customer Interviews
Technical Fluency
SQL (working)
Analytics Tools (conceptual)
Proficient Working knowledge

Career

Professional Experience

Click each role to expand contributions and product relevance.

HighLevel
Customer Support Representative
Apr 2025 — Feb 2026  ·  US Market (EST Hours)
▲
  • 37% reduction in AHT, from 40 to 25 minutes, because the support team was spending excessive time on documented answers, by defining requirements, writing functional documentation, and coordinating the build and adoption of an internal AI agent with post-launch metric tracking. CSAT improved 5% within 8 weeks.
  • 30% drop in inbound ticket volume and 20% CSAT improvement across SMB white-label accounts, because clients needed faster first-response on repeat queries, by configuring and validating AI-powered chatbot automation workflows including conversational flows and webhook-triggered logic.
  • 2 workflow automation improvements shipped in subsequent sprints, because recurring product gaps were going unaddressed, by synthesising 80+ monthly tickets into structured gap reports with user stories and acceptance criteria for the product team.
  • Prepared internal release notes, product documentation, and FAQs ahead of every release cycle, ensuring faster post-release readiness across support and customer success teams.
Demonstrates product-adjacent ownership, AI tooling initiative, and measurable business impact in a US-market environment.
Vartopia
Technical Support Engineer
Oct 2024 — Apr 2025  ·  On-site
▼
  • Integration troubleshooting guide adopted by 3 teammates within the first month, because repeat escalations on the same failure modes were slowing the team, by documenting REST API, webhook, and CRM connector failure patterns in a structured, searchable format.
  • Sprint backlog input accepted from a support role, because a manual data re-entry error pattern had no product fix, by identifying and proposing automation of form-value passthrough between CRM systems.
  • Improved engineering trust and reduced false escalations by building a pre-escalation validation checklist and applying structured QA and UAT processes before raising any issue.
Reflects strong technical fluency, product thinking in a support context, and initiative to create documentation that scales beyond the individual.
Maropost
Client Support Specialist
Dec 2023 — Sep 2024  ·  On-site
▼
  • Feature shipped in under 6 weeks, cited by 2 enterprise clients at renewal, because a recurring transactional messaging gap was eroding client trust, by analysing 80+ tickets, writing a PRD with user stories and MECE trade-off analysis, and coordinating with the development team through to GA.
  • JTBD discovery document became the foundation for JetSend, by conducting client interviews alongside the PM and translating findings into a clear requirements framework.
  • Competitive analysis findings fed directly into roadmap discussions, by researching and documenting Maropost's competitive landscape against key alternatives.
  • Resolved complex enterprise client issues across email automation, Shopify integrations, API data flows, and campaign delivery, maintaining SLA compliance throughout.
Primary PM proof point: full cycle from problem identification through to shipped product with measurable enterprise impact.
eClerx
Analyst
Aug 2021 — Dec 2023  ·  On-site
▼
  • Consistent data accuracy across large-scale ecommerce operations for global retail clients, by building structured QA processes and documentation habits that became foundational to every analytical and product role since.
  • Developed pattern-recognition and escalation discipline in high-volume environments, building the habit of treating every ticket as a signal rather than a task.
Foundation of data discipline, documentation, and cross-team coordination that underpins every subsequent role.

Work Samples

Product Projects & Case Studies

Real initiatives, live teardowns, and independent PM work.

Maropost · Feature Shipped
JetSend — Transactional Messaging
Identified a recurring product gap from 80+ support tickets. Wrote the PRD with MECE trade-offs, conducted JTBD discovery with the PM, and drove it to GA in under 6 weeks.
✓ Cited at 2 enterprise renewals  ·  <6 weeks to GA
HighLevel · AI Tooling
Internal AI Support Agent
Defined requirements and coordinated the build of an AI agent trained on the internal knowledge base. Tracked activation and accuracy metrics post-launch.
✓ AHT 40 → 25 min (37%)  ·  CSAT +5%
HighLevel · Client-Facing
AI Chatbot Automation
Configured and validated AI-powered chatbot workflows for SMB white-label accounts, including conversational flows, webhook-triggered logic, and messaging automation.
✓ Ticket volume −30%  ·  CSAT +20%
Editorial Teardown · Live
HighLevel CRM Teardown
9-section product teardown covering architecture, feature depth, competitive positioning, and 3 prioritised PM recommendations. Based on 10 months inside the platform.
✓ Published live
View Teardown ↗
Editorial Teardown · Live
Maropost Marketing Cloud Teardown
9-section editorial teardown covering eRFM AI as the key moat, onboarding as the primary churn risk, and 3 PM recommendations. Cross-referenced with G2 Winter 2025 data.
✓ Published live  ·  11mo inside the platform
View Teardown ↗
B2B SaaS · Live MVP · US and Canada Market
Loopback — AI Voice of Customer
Ingests support tickets and delivers a weekly AI-synthesised digest: top pain point, top feature request, and one churn signal, straight to Slack and email. Built for B2B SaaS teams who want to stop manually triaging feedback. Stack: Next.js 14, Supabase, Claude Sonnet, Resend.
✓ Live at fuffad.com  ·  Built and owned end to end
View Product ↗ Try Free ↗ Read PRD ↗
D2C Brand · Live PM Case Study
RouCN — D2C Sneaker Brand
Built a D2C brand end to end: Gen Z market research, brand positioning, Rs 3,499 price point strategy, and a live landing page. Used as a live PM portfolio case study.
✓ Live at roucnportfolioshiwal.lovable.app
View Brand ↗

Learning

Education & Certifications

MBA foundation layered with 10 PM certifications earned to close specific knowledge gaps.

MBA — International Business Management
Amity University, Noida
Jan 2024 – Apr 2026
McKinsey Forward Certificate
McKinsey.org · Jun 2026
McKinsey Forward Program
10-week global program covering structured problem-solving, effective communication, and leadership methodology. Digital badge via Credly, employer-verifiable.
Product Management with AI Certificate
Physics Wallah · NSDC · PwC · Jun 2026
Product Management with AI
AI-driven product discovery, LLM integration into product workflows, PRD writing with AI, and roadmap prioritisation. Certified 30 June 2026.
Verify Certificate ↗
Product Management
Technical Product Management ★ ↗
PMI · Project Management Institute
Jun 2026
Building a Product Roadmap ↗
PMI · Project Management Institute
Jun 2026
Building a Product Strategy ↗
PMI · Project Management Institute
Jun 2026
Product Prioritization PPC ★
Product School
Apr 2026
Product Management with AI ↗
PW Skills · NSDC · PwC
Jun 2026
Delivery, Agile & AI
Agile Foundations ↗
PMI · Project Management Institute
Jun 2026
Scrum Fundamentals Certified (SFC)
VMEdu · Vabro.ai
Nov 2024
Jun 2026
Data Driven Product Management ↗
NASBA · LinkedIn Learning
Jun 2026
Jun 2026
Introduction to AI
LinkedIn Learning
—

Test Yourself

PM Knowledge Quiz

Built this to stay sharp on PM frameworks during my transition. 10 questions, real concepts. Try it.

Question 1 of 10
1 / 10
Score: 0
out of 10

What Others Say

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.
SS
Shubham Sharma
Technical Support Development Liaison · Maropost
Senior to Shiwal · Jun 2026
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.

You'd point him in a direction and he'd come back having already thought three steps ahead.
SK
Shubham Kumar
Business Analyst · eClerx
Direct Manager · Apr 2026
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 and make sure engineering actually had what they needed, check back on the fix, and then go back to the customer himself. That's not common.

He's switching to product management now and it genuinely doesn't surprise me.
NP
Naveen Pabreja
Customer Success Manager · Maropost
Senior to Shiwal · Apr 2026
View all recommendations on LinkedIn ↗

Honest Gaps

What I'm Still Building

Every PM has gaps. These are mine, and what I am doing about each one.

Gap 01
Formal PM Title
I have done the product work across four roles without the PM title. JetSend, the AI agent, the teardowns, and the PRD practice are my evidence. RouCN is my live case study. The title comes next.
Gap 02
Structured User Research at Scale
My user research has been ad hoc, conducted through support tickets and client interviews. I have not run a formal discovery sprint with a research plan, screener, and synthesis framework. Working on this through RouCN.
Gap 03
Post-Launch Metrics Rigour
My post-launch tracking has been outcome-level (AHT, CSAT, ticket volume). I have not yet owned a funnel instrumentation plan or a full retention cohort analysis. Actively learning through the Data Driven PM certification.

Let's Connect

Open to PM Roles

Actively looking for Associate Product Manager, Product Manager, or Product Operations opportunities in B2B SaaS. Available immediately.

✉
Email
singhshiwal@gmail.com
in
LinkedIn
linkedin.com/in/shiwal
✆
Phone
+91 628 051 8773
↓
Resume
Download PDF
What I Am Looking For
APM or PM role in B2B SaaS
CRM, Marketing Automation, or Messaging Platforms
API-driven or integration-heavy products
Remote or Bengaluru, NCR, Pune
Series A to C, high ownership environment
Available immediately