Jalpa Khatusuria
Melbourne,VIC
Summary
Dynamic Client Engagement Manager with a proven track record at ADP, excelling in strategic client relationships and technical support. Expert in Salesforce and adept at translating complex data into actionable insights. Recognized for enhancing client satisfaction and driving product improvements through proactive communication and collaboration. Passionate about delivering exceptional client experiences.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Client Engagement Manager – Lyric HCM
ADP
01.2025 - 05.2025
- Led strategic client engagement for payroll and HR SaaS platforms, acting as a key technical advisor.
- Delivered training and adoption, trouble shooting system related issue via screen sharing and escalate to development team if needed, ensuring client success and system integration.
- Contributed to product improvement via client feedback and service reports.
- Managed escalations and complex troubleshooting, aligning with internal DevOps and Product teams to resolve system issues and influence product roadmap.
Customer Experience & Success Specialist
Zoleo Inc.
02.2024 - 02.2025
- Delivered Tier 2 technical support for satellite communication services.
- Resolved escalations involving security and infrastructure issues, supporting a secure client experience.
- Conducted UAT and process documentation, ensuring technical accuracy and usability.
- Maintained high client satisfaction by identifying recurring patterns and suggesting service enhancements.
Customer Success Specialist
MYOB Australia Pty Ltd
11.2021 - 02.2023
- Managed client success initiatives for business management products.
- Built strategic relationships through quarterly review sessions and data-driven engagement.
- Led onboarding and training, ensuring efficient system usage and compliance.
- Supported client retention and growth through personalized technical consultation.
Client Service Representative – L2 Gold Agent
MYOB Australia Pty Ltd
10.2018 - 11.2021
- Delivered L2 support for cloud/on-premises transitions, including security and infrastructure configurations.
- Supported clients with secure installation, migrations, and upgrades.
- Collaborated in UAT cycles and updated internal KBs to reflect real-time issue resolution pathways.
Education
M.Sc. - Physics
Saurashtra University
IndiaCertificate IV - Training and Assessment
Training & Development Institute of Australia
Melbourne, AustraliaSkills
- Security & Support Tools: Skilled in Salesforce, ServiceNow, Zendesk, Genesys Cloud, SQL queries, Python scripting, Microsoft 365, and monitoring/troubleshooting tools
- Client Engagement: Proven experience leading strategic client engagements, conducting quarterly reviews, and delivering tailored recommendations based on data insights
- Communication & Presentation: Ability to translate technical data into client-focused narratives Highly skilled in presentations and cross-functional collaboration with technical and non-technical stakeholders
- Customer Relationship Management: Trusted advisor with strong retention strategies and proactive support skills Track record in upselling, stakeholder alignment, and customer-centric delivery
- Team Collaboration & Knowledge Sharing: Proven track record of mentoring, training, and contributing to knowledge bases and SOPs Enthusiastic about continuous learning and innovation
- Process Improvement & Documentation: Proven track record of enhancing processes, maintaining knowledge bases, and developing user guides and SOPs
- Project & Stakeholder Management: Effective at managing client relationships through proactive communication and collaboration with cross-functional teams
- Best product review winner from MYOB clients and internal stakeholders for providing outstanding client experience and encouraging them to share their experiences on: https://wwwproductreviewcomau/listings/myob?q=jalpa
Certification
LinkedIn Learning – AWS for Non-Engineers (All 4 Modules): Cloud Concepts, Security, Core Services, Billing, and Pricing – Completed February 2023
LinkedIn Learning - Customer Success Management Fundamentals
LinkedIn Learning - Upstream - Solving problems before they happen
Certificate - IV in Training and assessment
Accomplishments
- Winner of the Best Product Review from MYOB clients for exceptional support and service delivery.
- Https://www.productreview.com.au/listings/myob?q=jalpa
References
Available upon request
Affiliations
Participate and help the community in community events
I participated in the dance activity during the office Diwali celebration, and I also participated in the Halloween celebration and desk decoration
Timeline
Client Engagement Manager – Lyric HCM
ADP
01.2025 - 05.2025
Customer Experience & Success Specialist
Zoleo Inc.
02.2024 - 02.2025
Customer Success Specialist
MYOB Australia Pty Ltd
11.2021 - 02.2023
Client Service Representative – L2 Gold Agent
MYOB Australia Pty Ltd
10.2018 - 11.2021
M.Sc. - Physics
Saurashtra University
Certificate IV - Training and Assessment
Training & Development Institute of Australia
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