Vidyut Poddar — Account Specialist & Solutions Engineer

Vidyut Poddar.

$ whoami

I help customers win in SaaS, Fintech, and product-led environments — bridging support, product, and engineering so the things that should ship, ship. Currently Account Specialist @ HighLevel, building the workflows other teams won't.

Hi, I'm Vidyut.

I started in customer support. Somewhere along the way I got tired of just answering the question, and started building the workflow that made the question stop coming back.

Chennai, IN Vidyut Poddar

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currentlyAccount Specialist @ HighLevel

based inChennai, India

remoteyes — across time zones

years in CS6+

superpowercomplex, stalled tickets

writesJavaScript · CSS · workflows

speaksEnglish · Hindi · Tamil

studiedPGPM Marketing, Great Lakes

outside worktinkering, learning, breaking things

My career started in B2B manufacturing (Satibox), moved into B2C Fintech support at Juno — where I learned what it really means to own metrics like FRT, AHT, and CSAT under volume — and arrived at HighLevel in October 2023, an all-in-one CRM and marketing platform serving agencies. What's happened since is, in some ways, the more interesting part.

2024 — the catch-up year. I joined as a Customer Support Representative and spent the year doing something that doesn't show up on a resume: becoming a real user of the platform, not just a trained employee. I experimented, broke things, rebuilt them, joined the L1/L2 pilot, learned the affiliate side of the business, and started showing up in the Slack channels of clients I didn't technically own. None of that paid off in Q3. It paid off in Q1 of the next year.

2025 — the shift. I noticed I was spending less time troubleshooting and more time engineering solutions. JavaScript dashboards for clients whose use cases the product didn't fit. An A2P email-parser pipeline so high-volume agencies could see submission status in real time. A custom Voice AI synthesis workflow because the standard voicemail flow wasn't cutting it. A LeadConnector Q&A bot. A standardized A2P submission process that took volume agencies from a ~20% approval rate to 95–100%. By the end of the year I was leading client-side response on the A2P disruption that hit in March, transitioning high-touch agencies onto a Slack-based Premium Support model, and getting tagged on accounts I wasn't formally assigned to.

2026 — the table. Promoted to Account Specialist, owning a portfolio of high-value enterprise accounts. 100% retention, zero escalations, zero churn. A billing audit that saved one client $2,300 MRR. A 700+ sub-account restoration that retained an enterprise customer when engineering said the fix wasn't coming. Invitations to join client-internal steering committees. The kind of work where the line between "support," "success," and "solutions engineering" stopped meaning anything — which is, I think, the point.

Customers don't care which team you sit on. They care whether you can ship a fix. That's the job I've grown into, and that's the job I love.

Six years, three companies, one trajectory.

From troubleshooting to solutions engineering — a steady move toward owning the customer outcome end to end.

Account Specialist

Oct 2024 — Present

HighLevel · B2B SaaS / CRM promotion

Owning a portfolio of high-value enterprise accounts; invited to multiple client-internal steering committees.
Built custom workflows where the product fell short: A2P email parser, form-submission analytics dashboard (JS), Voice AI → contact-note pipeline, tiered Q&A bot for sub-accounts.
Standardized the A2P 10DLC submission process for volume agencies, lifting approval rates from ~20% to 95–100%.
Audited agency and sub-account billing to find leakage — including a single call-recording spike worth $2,300 MRR — and revamped client-side rebilling SOPs.
QA-reviewed dev escalations for clarity and external perception before they reached engineering, raising the support team's standing with Product.
Partnered with PMs to ship enhancements: T&C element on Forms & Surveys, revamped Restore endpoint for enterprise clients.
Delivered training (internal + client) on Custom CSS, JavaScript, A2P 10DLC, Twilio rebilling, IVR / Voice AI setup, SIP Trunking, deliverability, and AI knowledge-base creation.

Customer Support Representative

Oct 2023 — Sep 2024

HighLevel

Selected for the L1/L2 ticket pilot — proved Priority Support could own the full product surface.
Led de-escalations for at-risk PS clients; migrated several high-touch agencies onto a Slack-based Premium Support model.
Onboarded and trained new PS team members joining in late 2024.
Self-directed upskilling across CSS, JavaScript, Google Sheets, the Affiliate Program, and A2P — the foundation for the solutions-engineering posture that followed.

Customer Success Specialist

Jun 2022 — Oct 2023

Juno (Nuofox Labs Pvt. Ltd.) · B2C Fintech

Owned FRT, AHT, and CSAT for a high-volume Fintech app helping Indian customers bank with US institutions.
Analyzed caller trends and ticket patterns to drive proactive process and product fixes that cut repeat contact volume.
Root-cause analysis on complex complaints surfaced recurring issues into management and product decisions.
Helped draft and roll out new customer-service policies and SOPs.

Senior Customer Success Executive

Nov 2019 — Jan 2022

Satibox Manufacturing Pvt. Ltd. · B2B Manufacturing

Built and ran product training programs and feedback loops for partners and customers.
Coordinated with vendors on structured video training, cutting time-to-competency for new SKUs.
Ran feedback campaigns that fed product, packaging, and process improvements.
Owned multi-segment customer relationships as a primary point of contact for partner accounts.

What I've actually shipped.

A selection of customer wins, custom builds, and the kind of cross-functional work that doesn't always end up on a resume.

// case study · enterprise recovery

The Mastermind restoration.

One of HighLevel's largest enterprise customers (a sales/coaching mastermind) accidentally deleted 700+ sub-accounts. No engineering fix was forthcoming. We had a week — fewer, if the customer's confidence cratered first.

I collaborated with Alexis Counts and two engineering partners to manually restore every single asset. The customer stayed. The relationship deepened. Not about pointing fingers — about solving the problem.

700+ sub-accounts restored in 7 days

// support strategy · partner arc

Extendly — channel redesign & beyond

Started as a support-channel redesign for one of HighLevel's largest agency partners — shifting their team off chats and tickets onto more scalable support avenues. It worked: monthly volume dropped from ~1,200 to ~500 inside a quarter. The relationship deepened from there into joint work on AI Knowledge Base adoption and Prompting workshops driving their own AI rollout.

1,200 → 500 monthly tickets · Q4 '24 → Q1 '25

support strategy channel design AI adoption enablement

// process · messaging compliance

A2P 10DLC submission, productized

Built a standardized A2P 10DLC submission process and runbook for high-volume agencies. Documented the Brand-vetting, Campaign, and opt-in patterns that actually clear carrier review — and the failure modes that don't. Used by Tax Nitro, Extendly, Adminify, AttractROI, and Webdynamics.

~20% → 95–100% approval rate across volume agencies

A2P 10DLC process design enablement

// account audit · cost recovery

The $2,300 MRR a client didn't know they were losing

An agency-level audit of sub-account billing surfaced an unusual spike from excessive call-recording usage — saved the client $2,300 MRR after a single review. Same audit caught a batch of accounts not being rebilled due to an internal SOP gap; we revamped the SOP and moved the client off ActiveCampaign onto native Social Planner where appropriate.

$2,300 MRR recovered · plus rebilling SOP overhaul

billing audit SOP design cost optimization

// custom build · workflow

A2P 10DLC email-parser pipeline

Designed an automated parser for inbound A2P status notification emails, syncing real-time state to Google Sheets so high-volume agencies (Tax Nitro, Adminify, AttractROI) can track their submissions without manual triage.

A2P 10DLC email parsing workflows Google Sheets

// custom build · javascript

Form submission analytics

Built a custom JavaScript analytics dashboard for form submissions — replicating Google Forms-style insights inside HighLevel without dedicated dev resources, so an agency could finally answer the questions their client kept asking.

JavaScript CSS custom code analytics

// custom build · voice ai

Voice AI → contact-note pipeline

The standard voicemail flow wasn't cutting it for a client. Engineered an alternative that synthesizes Voice AI snippets into contact notes — same outcome, better data, no waiting on roadmap.

Voice AI workflow automation CRM

// custom build · automation

LeadConnector Q&A bot

Stood up a tiered Q&A bot inside an agency's LeadConnector workspace — first-line automated answers for sub-account users, with clean escalation paths into the human team only when needed.

LeadConnector automation support tiering

// crisis response

A2P disruption — March 2025

When a major A2P disruption hit messaging delivery for high-touch Priority Support clients, I led the client-side response — keeping AttractROI, Webdynamics, Razor Ridge, Dealership Accelerator, and others informed, unblocked, and from churning.

incident comms retention A2P 10DLC

// enablement

Training, recorded

A library of internal Loom training videos and live client sessions on advanced topics: Custom CSS, JavaScript & custom code, A2P, Twilio rebilling, IVR/Voice AI, SIP trunking, deliverability, AI knowledge-base setup.

internal training client demos documentation

What the work feels like, from the other side.

A short video testimonial from a client — and a few paraphrased reflections gathered from years of relationships.

client video · testimonial name withheld

// shared with permission · client identity withheld out of respect vidyut.poddar

It used to feel like a vendor relationship. Now it feels like two friends meeting at a workplace.

— A long-standing agency partner · paraphrased

One size does not fit all. Vidyut figures out how each of our stakeholders actually wants to be supported, and meets them there.

— Enterprise account contact · paraphrased

If a ticket has stalled somewhere else, we ask Vidyut to take a look. It tends to move after that.

— Internal team member · paraphrased

He doesn't just troubleshoot. He builds the thing that makes the problem stop existing.

— PS client · paraphrased

// these will be replaced with named, attributed quotes as they come in. if we've worked together and you'd be up for one, drop me a line.

Vidyut Poddar.

Hi, I'm Vidyut.

Six years, three companies, one trajectory.

What I've actually shipped.

The Mastermind restoration.

Extendly — channel redesign & beyond

A2P 10DLC submission, productized

The $2,300 MRR a client didn't know they were losing

A2P 10DLC email-parser pipeline

Form submission analytics

Voice AI → contact-note pipeline

LeadConnector Q&A bot

A2P disruption — March 2025

Training, recorded

What the work feels like, from the other side.

Notes on the craft.

A2P 10DLC, plainly explained.

AI knowledge bases that don't lie to your customers.

From troubleshooter to solutions engineer.

Restoring 700+ sub-accounts in a week.

The L1/L2 false dichotomy.

Custom JS inside no-code platforms.

The QBR that earns a seat at the table.

Let's talk.