SRIHARI RAO
Customer Success Evangelist
Bengaluru,KA
Summary
18+ years of extensive expertise in Sales, Account Management, Customer Success, and Implementation verticals, with a proven track record of meeting and exceeding sales quotas. I believe in delivering hassle-free experiences to both internal and external customers, and I prioritize driving a positive customer experience in every interaction. I approach investments with a focus on ROI, by assessing use cases and workflows to understand the impact of current challenges on the business. I prioritize continuous learning and staying up-to-date on market offerings and competitor capabilities.
Overview
21
21
years of professional experience
1
1
Certification
3
3
Languages
Work History
Career Break
Health and Wellness
08.2024 - 10.2024
AVP - Account Management
Netcore Cloud
07.2024 - 08.2024
- Train and manage a team of 15 Customer Success Managers.
- Liaise with Legal, Marketing, Support, Finance for all the Customer Success processes.
- Review and streamline customer lifecycle from Onboarding to Churn within the South American Market.
- Engage with MBR/QBR to review opportunities, threats and partnership status within set accounts
- Leading the Customer Success approach by establishing OKR, KPI, Customer Metrics to track, and every other measurable score that effectively gauges the performance of the given market.
- Working with CS Opps to pin down customer lifecycles, correctly reach-out process, channels and touchpoints, and helping the CS team work productively with these processes.
- Renewing and adjusting all CS processes, onboarding, training, service and support, management, advocacy, upsell/ cross-sell, renewals and offboarding.
- Measuring, reporting and analyzing reports on the effectiveness of CS initiatives.
- Recruiting, attracting and onboarding new CS team members along with cross/functional team management.
- Approving and implementing compensation plans for the entire CS team, encouraging productivity and performance and rewarding customer-goal and business-goal achievement.
- Implementing customer-first approach throughout the organization and demonstrating the value of Customer Success from a business perceptive.
Director - International Sales (South America)
Netcore Cloud
09.2023 - 07.2024
- Held a Book of Business of 50+ South American existing set of accounts valued at $6.5 Mil.
- Worked closely with 15+ Onboarding Accounts ensuring completion of successful PoC and secure finalized contract.
- Coach and mentor Customer Success Managers towards strategizing their Book of Business from revenue generation upto advocacy.
- Forecast M/Q/A via account opportunities, appetite and account study with a projection growth of 15% per quarter.
- Collaborate with key stake holders via hashouts/ conferences per quarter towards developing advocacy and prospective pipeline.
- Measure Customer Satisfaction through Net Promoter Score on a quarterly basis along with key functional review with set stake holders.
- Assessment of Churn Management via conducting weekly R-A-G meet along with key action points ensuring improvement in health status.
- Collaborate closely with Marketing towards product-based engagement on leads identified across South American Market.
GM - Strategic Accounts (Euro)
Netcore Cloud
10.2022 - 09.2023
- Managed strategic accounts in the European market, developing and maintaining relationships with key clients
- Developed and implemented strategic account plans to increase revenue, profitability, and customer satisfaction
- Collaborated with cross-functional teams to ensure timely resolution of customer issues and needs
- Analyzed market trends and competitive landscape to identify opportunities for business growth and development
- Oversaw the sales team's activities in the European market, including training, performance management, and goal setting
Head - Strategic Accounts | North American Market
Netcore Cloud
09.2021 - 09.2022
- Lead a team of strategic account managers in the North American region, responsible for developing and maintaining relationships with key clients
- Develop and implement strategic account plans to increase revenue, profitability, and customer satisfaction
- Collaborate with cross-functional teams to ensure customer needs are met and issues are resolved in a timely manner
- Identify new business opportunities and provide strategic guidance to the sales team to increase market share
- Analyze market trends and competitive landscape to make recommendations for business growth and development
General Manager - International Sales
Netcore Cloud
04.2021 - 09.2021
- Manage the company's global sales operations, including developing and implementing sales strategies for various regions
- Build and maintain relationships with clients and partners worldwide, ensuring customer satisfaction and retention
- Collaborate with marketing teams to create effective sales materials and campaigns tailored to each target market
- Oversee sales team training and development, ensuring that team members have the necessary skills and knowledge to succeed
- Conduct market research and analysis to identify new sales opportunities and trends
Assistant General Manager – International Sales
Netcore Cloud
11.2019 - 04.2021
- Developing and executing sales strategies to achieve revenue targets for international markets, identifying and prospecting potential customers, building and maintaining relationships with stakeholders and clients, conducting market research, collaborating with internal teams, leading and managing a sales team, developing sales presentations and proposals, negotiating contracts and pricing, and ensuring compliance with relevant laws and regulations
Vice President - Sales and Client Engagement
RedQuanta
08.2018 - 08.2019
- Developed and executed innovative go-to-market and growth strategies for RedQuanta through alliances and partnerships
- Redesigned sales processes to enhance efficiency and effectiveness
- Built cross-functional alliances with technology and operations leaders to implement holistic growth strategies
- Led India team of Strategy, Growth, and Customer Advocacy to achieve market leadership in revenue and brand establishment
- Managed talent acquisition and training for the team
Solutioning & Customer Success
Vymo
11.2017 - 06.2018
- Provide functional and technical support to Sales during sales discussions
- Translate customer requirements into BRD/Scope of Work for VYMO
- Work with multiple stakeholders at the customer's end to solution, configure, and launch VYMO
- Monitor go-live and adoption closely to ensure seamless integration into end-users' workflows and daily usage
- Drive productivity and create awareness of new feature releases based on use cases
- Conduct QBRs to analyze performance, adoption, and usage trends
- Work closely with Product to offer insight on use cases, assess product roadmap, and key deliverables for each quarter
- Identify new divisions, departments, and locations that can utilize VYMO by offering a value-based demonstration and assessing how challenges impact their business
- Manage churn and contracts
Manager - Customer Success Management
Replicon
10.2012 - 09.2017
- Recruits, trains, and manages a high-performing Customer Success team to meet or exceed goals for assigned accounts
- Analyzes customer usage and behavior data to develop and implement onboarding, adoption, retention, and expansion actions that drive desired outcomes
- Contributes to strategic planning and reviews by providing customer usage and health information and recommendations
- Maintains contact with customers, conducts surveys and focus groups, and analyzes data to determine customer success requirements and identify trends for system improvements
- Achieves customer success objectives by implementing standards, resolving problems, and completing audits and business reviews
Enterprise – Account Management
Replicon
10.2012 - 09.2017
- Highlighted expertise in strong account management and relationship building, with a focus on delivering exceptional customer experience during regular interactions
- Consistently showcases the value of Replicon's solutions and ensures clients use products to the fullest, while also proactively staying on top of accounts that need help purchasing additional modules/licenses
- Responsible for all client communications, conflict resolution, compliance, and client deliverables, and works closely with the implementation and renewals teams to ensure success
- Actively manages client satisfaction and service delivery by anticipating potential problems and monitoring satisfaction, while also keeping clients informed about new releases and product features
Corporate Account Executive
Replicon
10.2012 - 09.2017
- Mastering Replicon’s innovative system for selling
- Managing all assigned leads and maintaining a sales pipeline to meet monthly and quarterly sales targets
- Keeping up-to-date with Replicon’s software solutions and product knowledge
- Configuring and demonstrating Replicon’s software solutions to address customer requirements and provide business value
Account Manager
Replicon
10.2012 - 09.2017
- Strategic account management with a focus on named accounts, ensuring successful adoption of Replicon's solutions
- Develop and maintain strong relationships with clients to understand their business objectives and provide suitable solutions
- Forecast revenue and negotiate contract terms to protect and grow current revenue streams
- Accurately track and forecast revenue using Salesforce CRM
- Identify prospect pain points and provide effective cloud-based solutions
Renewal Specialist
Replicon
10.2012 - 09.2017
- Manages renewals process for small to mid-sized customers in assigned territory; provides performance feedback to management and serves as first-line contact for customer escalations
- Troubleshoots and escalates problems as necessary, and assists with key indicator reporting and trend analysis
- Educates customers on e-business practices and Replicon's support portfolio
- Meets productivity requirements for outbound renewal calls, manages exceptions, and understands the business use of Replicon products
Process Trainer
WNS
02.2004 - 09.2008
- Created and implemented new training curriculum for Claims Representatives resulting in improved on-boarding and retention rates
- Utilized various forms of training including traditional classroom, e-learning, and virtual training to cater to different learning styles and maximize effectiveness
- Provided coaching and development feedback to participants and their leaders, resulting in improved performance and job satisfaction
- Facilitated training classes during onsite business hours, ensuring availability and accessibility for all participants
Education
BBA -
Indian Institute of Business Management and Studies
Skills
Account Management
Certification
Google Analytics Individual Qualification, Google, 03/01/23
Awards
- Mr. Brainiac Award, 04/01/22, Netcore Cloud
- Role Model - Netcorian, 01/01/21, Netcore Cloud
- Best Rookie & AC Manager, 05/01/20, Netcore Cloud
- Q4 Achiever, 03/01/20, Netcore Cloud
- Top Performer - Q1, Q2, Q3 and Q4 2015, 12/01/15, Replicon
- Employee of Year, 12/01/13, Replicon
Timeline
Career Break
Health and Wellness
08.2024 - 10.2024
AVP - Account Management
Netcore Cloud
07.2024 - 08.2024
Director - International Sales (South America)
Netcore Cloud
09.2023 - 07.2024
GM - Strategic Accounts (Euro)
Netcore Cloud
10.2022 - 09.2023
Head - Strategic Accounts | North American Market
Netcore Cloud
09.2021 - 09.2022
General Manager - International Sales
Netcore Cloud
04.2021 - 09.2021
Assistant General Manager – International Sales
Netcore Cloud
11.2019 - 04.2021
Vice President - Sales and Client Engagement
RedQuanta
08.2018 - 08.2019
Solutioning & Customer Success
Vymo
11.2017 - 06.2018
Manager - Customer Success Management
Replicon
10.2012 - 09.2017
Enterprise – Account Management
Replicon
10.2012 - 09.2017
Corporate Account Executive
Replicon
10.2012 - 09.2017
Account Manager
Replicon
10.2012 - 09.2017
Renewal Specialist
Replicon
10.2012 - 09.2017
Process Trainer
WNS
02.2004 - 09.2008
BBA -
Indian Institute of Business Management and Studies
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