Summary
Overview
Work History
Education
Skills
Certification
Languages
Affiliations
Timeline
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Akhil Sai Guruju

Akhil Sai Guruju

Hyderabad

Summary

SaaS professional with expertise in Gainsight and Salesforce administration, specializing in optimizing customer success processes and enhancing data-driven decision-making. Skilled in data visualization and technical documentation, fostering collaboration across teams to deliver effective solutions and improve customer engagement. Previous experience includes providing L3 support for financial applications at Bank of America, managing NDM jobs in Autosys, and developing efficiency scripts to streamline operations.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Technical Support Analyst - L2 (Gainsight Admin)

Gainsight
Hyderabad
10.2021 - Current
  • Optimized customer success processes by configuring Gainsight (workflows, dashboards, integrations, and playbooks) to enhance customer health analysis.
  • Administered Gainsight modules (Journey Orchestrator, Surveys, CTA Management, C360), enabling accurate NPS/CSAT reporting, and engagement.
  • Integrated Gainsight with Salesforce for synchronized data and precise tracking of customer success metrics.
  • Partnered with cross-functional teams to deliver technical solutions aligned with business requirements.
  • Developed reports and dashboards to provide actionable insights and support data-driven decisions.
  • Designed global renewal workflows, improving efficiency, and ensuring compliance with standards.
  • Created user enablement materials and trained CSMs to maximize Gainsight and Salesforce usage.
  • Configured Salesforce roles/profiles to ensure secure and efficient access management.
  • Implemented automation and business rules to boost customer engagement and reduce churn.
  • Provided daily admin support: user management, workflow updates, and system customizations.
  • Led UAT testing and enhancements in collaboration with CS and power users for smooth rollouts.

Senior Software Engineer

Bank of America
Hyderabad
09.2017 - 10.2021
  • L3 Production Support for applications handling claims, credit card fraud.
  • Scheduled and troubleshot Batch and Cron jobs in JVMs.
  • API memory management, traffic monitoring, automating
  • Managed API memory, and monitored data traffic.
  • Automating redundant activities through Python, VBA, and Shell scripting.

Education

Bachelor of Technology - Electrical, Electronics And Communications Engineering

Vellore Institute of Technology
Vellore, Tamil Nadu
06-2017

Skills

  • Gainsight administration: Rules, Data Designer, External Actions & API, C360, Scorecard, Timeline, Cockpit, Connectors, Adoption Explorer, Surveys, Journey Orchestrator, Data Management
  • Salesforce CRM administration: profiles, roles, reports, dashboards
  • Data visualization: customer health scoring, NPS, CSAT, business metrics
  • Technical documentation: enablement materials, user guides, UAT testing
  • Agile methodologies
  • Tools: Gainsight, Salesforce, Zendesk, JIRA, Postman API, Sumo Logic
  • SQL and PL/SQL
  • Data analysis: Alteryx Trifacta
  • Programming: Python (Pandas, Numpy, TensorFlow)
  • Visual Basic for Applications
  • Unix operating system

Certification

  • Gainsight NXT Admin Level 3
  • Site Reliability Engineer

Languages

Telugu
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2

Affiliations

• Gaming • Photography • Cooking • Drones • Next Gen Tech

Timeline

Technical Support Analyst - L2 (Gainsight Admin)

Gainsight
10.2021 - Current

Senior Software Engineer

Bank of America
09.2017 - 10.2021

Bachelor of Technology - Electrical, Electronics And Communications Engineering

Vellore Institute of Technology

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Akhil Sai Guruju