Surendra Sairam Kondreddy

Gainsight CS is a Customer success software using which we can get comprehensive views and health scores of our customers, understand trends and risks with powerful analytics, and empower your team to scale with playbooks that deliver outcomes.

• Customize Gainsight - Customers, Relationships, Workflows (Success plan, CTA, Tasks), Communications (Surveys, Operations (rules, data spaces, connects, MDA), Analytics (Reports/Dashboards), Sharing and revenue management for business requirements and manage configuration.
• Proficiency in SFDC on creating profiles, roles, page layouts, emails services, approvals, workflows, reports, dashboards, tasks, events, flows, process builders. Designed, developed and deployed the Custom objects, Components, Visualforce Pages to suit to the needs Of the application.
• Maintain Holistic view of all business process via regular interactions with business capability leads; Understand and articulate cross functional impacts with regard to configuration, process, workflow and reporting.
• Played multiple roles like Solution Architect, Technical Architect, TAM (Technical Account Manager), Implementation Consultant.
• Reproduce bugs and provide clear instructions in JIRA(bugs) so the development team can fix them soon.
• Work closely with the engineering team to resolve any complex cases and provide feedback on the product.

Textlocal provides an SMS Gateway that serves value added content to Mobile subscribers in the form of SMS messaging. The SMS Gateway connects to one/multiple SMSC (Short Message Service Centre) on the operator network side and connects to application servers on the Internet side. Thus, it acts as an interface between the mobile operator network and the applications hosted on the Internet and a delivery channel to supply value added content to the mobile user.

• Serve as front line contact for clients through multiple channels including Email and Ticketing system (Freshdesk), thus owning and driving the Client Experience throughout the Service Request lifecycle.
• Suggest the best solution and follow up to ensure resolution within the Tat time meeting Service level Agreements.
• Provide proactive support by anticipating clients questions, inform clients of product features, quick guidance of the product thus assisting the sales team onboard new customers and close the sales.
• Assist clients with API integration and plugin configuration over a call and on Webex sessions
• Identify key problem areas for clients and reduce number of complaints by reporting bugs, streamlining processes and producing relevant, accurate documentation like FAQs, User manuals, Installation guides etc.
• Feedback customer conversations, ideas, concerns and serve as the liaison between clients and development teams to help these teams prioritize and understand the impact issues are having on clients
• Contribute to the training and mentoring of new team members and work with management on continuous improvement of the processes