Sanjay Verma has spent more than two decades in enterprise IT support, handling everything from routine helpdesk tickets to board-level escalations across fintech, fund administration, SaaS, and regulated enterprise environments.

His client management work spans the full range of difficult situations: long-running accounts under quiet evaluation, mid-incident relationship breakdowns, and exit conversations on both sides of the table. The recurring lesson from those years is the one his books are built on, the technical fix is only half the job, and a difficult client is most often a client whose context has not yet been read accurately.