AKELLA SURESH

Working closely with key stakeholders in sales and product, acting as a middle person for internal and external teams, though their primary responsibility is to keep the customer’s needs and wants top of mind

• Hiring, training, and mentoring the customer success team
• Reporting to general managers, business managers, or VPs of customer success and may evolve into those higher roles as they advance in their career
• Working with marketing, product, technical support, operations, finance, and engineering to relay feedback, questions, and concerns across teams.
• Brought new products to market by analyzing proposed product requirements and product development programs, preparing return-on-investment analysis and establishing time schedules.
• Managed and coordinated new releases and distribution of "Cloudilya" product.
• Obtained product market share by working with sales directors to develop product sales strategies.
• Assessed product market data by calling on customers with field salespeople and evaluating sales call results.
• Determined customers' needs and desires by specifying research needed to obtain market information.
• Maintained product management staff by recruiting, selecting, orienting and training 14 employees.
• Created product training plans centered on customer success and satisfaction.
• Collaborated with cross-functional teams to deliver successful product implementations.
• Wrote detailed technical documentation for company products.
• Assisted customers in troubleshooting product issues and provided timely technical support.
• Organized product demonstrations and trial installations of equipment to promote products.
• Worked closely with sales team on understanding customer requirements, promoting products and delivering sales support.
• Presented technical presentations to clients to explain product features and benefits.
• Tracked sales data for analysis and forecasting.
• Developed and implemented product marketing plans to reach target customers.
• Configured and modified product systems to meet customer-specific needs.
• Utilized creative problem-solving skills to overcome technical challenges in the sales process.
• Cultivated and maintained strong relationships with customers to ensure a positive customer experience.

• Functioned as the day-to-day point of contact for all Google ads advertising campaigns
• Planned, coordinated, implemented, and collected assets for advertising campaigns, ensuring that campaigns go live on time without any hiccups
• Handled advertising campaigns from an end-to-end process workflow
• Liaised between clients from Media/Creative Agencies with Sales Account Manager and Video Specialists
• Resolved a high volume of support requests in a fast, precise, and professional manner
• Responded and handled client requirements on assigned cases within Service Level Agreements
• Followed SOPs for campaign implementation while maintaining efficiency throughout the entire process
• Understood client requirements and implemented them with stringent quality parameters
• Gained extensive product knowledge and resolved support requests, routed them to appropriate teams if needed or escalated if necessary
• Determined the most efficient solution and process gaps and proactively suggested improvements

• Ran Telstra (Australian Telecom) project
• Administered outbound calling process; participated in the pilot project for scheduling truck rolls
• Utilised applications like Siam, Siebel, and Pandora; contacted customers to check availability for technicians' visits
• Rescheduled and canceled appointment in Siam tool if cx not available
• Received appreciation from the client for canceling the maximum number of truck rolls within 3 months of project initiation
• Addressed 150 outbound calls per day to reach client target; obtained process upgradation and moved to Telstra Subsidiary company Belong
• Worked on Belong (Subsidiary of Telstra) Project
• Fixed client issues in an effective and timely manner as prescribed Service Level Agreement (SLA)
• Provided voice support to internal end users and external commercial account end users across Australia
• Supervised complex customer scenarios, documented solutions, and effectively provided the dependable and timely resolution to all product-related technical issues experienced by customers
• Contributed to remote infrastructure support delivery and performed problem-cause analysis
• Served as a customer advocate by working directly with customers on high-priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements
• Issued credits for contested returns, shipping fees, and damaged merchandise
• Responded to questions regarding seller inventory, shipping, payments, and buyer complaints
• Documented customer interaction details in Salesforce to track requests, document problems, and record solutions offered

• Collaborated with sales and marketing departments to support business objectives and client acquisition
• Assessed investment opportunities, threats, and challenges to accurately forecast the company budget
• Headed a team of 5 Marketing Executives in trading activities
• Tracked sales calls in the database for relationship management
• Partnered with business team and IT personnel to align project goals with business strategy and define project milestones
• Conducted P&L statement analysis to improve daily operations, increase revenue, and reduce costs
• Coached staff on daily performance and conducted evaluations to address concerns constructively