Cholleti Sai Rakesh
Hyderabad
Summary
Dynamic Senior Customer Success Manager with a proven track record at Keka Technologies Pvt Ltd, specializing in client retention and B2B & B2C sales. Excelled in building lasting customer relationships and enhancing product implementation, backed by strong skills in business analysis and training development. Achieved significant customer loyalty through effective account management and communication.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
Keka Technologies Pvt Ltd
Hyderabad
04.2021 - 10.2024
- Company Overview: Keka HR
- Creates engagement strategies with clients to develop a professional relationship through the provision of product and operational services, training, and customer services
- Assisting customers with product needs and introducing new upsell offerings
- Establishing long-term customer relationships by using effective communication and active listening skills
- Helping in identifying product gaps and opportunities to improve product position in the market
- Conducting training sessions for the customer to enhance their product usage satisfaction
- Evaluating and Analyzing customer needs
- Facilitated inter-departmental communication to effectively provide customer support
- Responsibility for promoting the success of a business by regularly checking on how the company's product is meeting customers' needs
- Customer on-boarding is the most important task because it's incredibly essential to educate customers to use the product
- Acting as a customer advocate and responsible for ensuring customer feedback is heard and acted upon
- Responsible to create customer loyalty and retaining them
- They should be able to track customer product expiration dates and follow up with customers to renew their contracts
- Keka HR
Customer Support Executive
Examity
Hyderabad
02.2018 - 03.2021
- Working with the Examity process which is a semi-voice process that deals with US students where we collect all the details of the students to conduct the University exam in the Examity tool and proctor the student to verify his/her details and continue the exam
- Monitoring of students during exams to ensure the academic integrity of the exam process on behalf of Universities
- Troubleshooting steps are given to the student during the exam in case of any technical issues
- Managing and reporting the incidents in CRM (Customer Relationship Management) through resolution
- Maintaining the relationship between students, clients, and management, keep them informed throughout the incident and change management cycles
- Training the Subordinates, the company's process, and workflow and helping them solve problems when and where required
- Exceptional leadership and team-building qualities in training, mentoring, and motivating subordinates
- Escalating the major issues if any at the right time
- Ability to function in almost any scenario and go the extra mile to get the job done
- Engaged with customers to better understand their needs and deliver excellent service
Education
Bachelor of Commerce -
Pragathi Maha Vidyalaya College
Hyderabad04-2016
Skills
- B2B & B2C sales
- Upsells & Cross sales
- Client Retention
- Business & Data Analysis
- Account Management
- Product Implementation
- Churn Management
- Training & Development
- MS Office
- MS PowerPoint
Certification
- People Analytics
- Performance Management
- Keka Hire ATS
- Being An Effective Team Member
- Core HR by Keka
- Business Fundamentals For CSM
Awards
- Star Performer Q3 & Q4 2021, Keka HR, Awarded to the employee who achieved exceptional results and made significant contributions to the company.
- Eccentric Performer 22-23, Keka HR, Awarded to the employee who consistently demonstrates exceptional creativity and out-of-the-box thinking in their work.
Languages
- English
- Telugu
- Hindi
Languages
Telugu
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Senior Customer Success Manager
Keka Technologies Pvt Ltd
04.2021 - 10.2024
Customer Support Executive
Examity
02.2018 - 03.2021
Bachelor of Commerce -
Pragathi Maha Vidyalaya College
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