Anirudh Menon
Customer Success Manager
Bangalore,Karnataka
Summary
Sociable Customer Success Manager with 4+ years of experience, well versed in applying conflict resolution strategies to escalated customer complaints. Helpful team leader and passionate about training others in customer satisfaction. Noted for creativity in customer support strategies.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work History
Customer Success Manager
Test Yantra
Bangalore, Karnataka
03.2022 - Current
- Connected with several CTOs, Directors, and Heads of Engineering and QA services.
- Coordinated with Finance, Operations, Legal, HR, and various other departments to maintain healthy relationships with long-term clients.
- Create and maintain essential documents for contracts (MSA, NDA, SOW)
- Handled all account escalations, renewals, and periodic health checks on various accounts by being the SPOC.
- Promoted customer loyalty and acted as an advocate.
- Reported to the Head of Customer Experience and the Director of QA Services.
Business Development Manager
GDEX India
Bangalore, Karnataka
01.2021 - 03.2022
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members.
- Coordinated with the Sales and Product Departments in providing report analysis of trends in customer behavior and experience.
- Contributed to cross-department strategy building.
Renewal Specialist
Byju's
Bangalore, Karnataka
07.2020 - 01.2021
- Managing customer relations to ensure maximum customer satisfaction by providing mentoring and guidance to students as well as parents.
- New lead generation for sales, renewal and referral.
- Connected with over 800 leads and renewed 75% of the accounts.
- Exceeded team’s annual goal of keeping client response rates above agreed SLAs (97%).
- Managed and coordinated the team, generation of weekly/monthly metrics.
Big Data Analyst
Tata Consultancy Services
Bangalore, Karnataka
07.2015 - 08.2017
- Worked hand in hand with a major FMCG firm, translating numbers into facts to inform strategic business decisions.
- Created and maintained daily and weekly metrics by daily real-time monitoring and overseeing performance.
- Tracked performance and sales of client's products and catering to ad hoc requirements.
- Exceeded goals through effective task prioritization and great work ethic.
- Worked closely with end consumer using Tibco Spotfire and other in-house tools.
Education
PGDM - Marketing
Welingkar Institute of Management Development
Bangalore 06.2018 - 06.2020
BBA - Marketing
Christ University
Bangalore 06.2012 - 06.2015
Skills
Business Development & Customer Relations
CRM-savvy: Salesforce, leadsquared & Freshworks
Proficiency in writing MS Excel formulas
Ability to keep the big picture in mind
Quick-thinking problem solver
Effective communicator and negotiator
Customer Support
SaaS
Process Improvement
Account Management
Customer Relationship Management
Timeline
Customer Success Manager
Test Yantra
03.2022 - Current
Business Development Manager
GDEX India
01.2021 - 03.2022
Renewal Specialist
Byju's
07.2020 - 01.2021
PGDM - Marketing
Welingkar Institute of Management Development
06.2018 - 06.2020
Big Data Analyst
Tata Consultancy Services
07.2015 - 08.2017
BBA - Marketing
Christ University
06.2012 - 06.2015