Geeta Kodandaramu
Sr Customer Success Manager
Bangalore
Summary
Highly motivated and detail-oriented Customer Success Manager with extensive experience in leading teams, optimizing customer experiences, and implementing solutions that align with business objectives, ensuring customer success and satisfaction.
Overview
14
14
years of professional experience
Work History
Sr Customer Success Manager
Capillary Technologies
BANGALORE
11.2022 - Current
- Managed a portfolio of high-value clients, achieving an amazing customer satisfaction
- Facilitated regular training sessions for customers on product features, enhancing user engagement
- Collaborated closely with sales and marketing teams to create targeted campaigns, which resulted in growth in customer acquisition
- Analyzed customer feedback to drive product improvements, which led decrease in support tickets
- Established customer success metrics and KPIs, providing actionable insights to support strategic decision-making
- Drive continuous improvement of customer success processes, tools, and systems
- Represent the customer voice within the company, advocating for their needs and ensuring they are heard and addressed
Customer Account Manager
Infosys BPM India Pvt. Ltd (Deputed to: Cisco Systems India Pvt. Ltd.)
BANGALORE
08.2019 - 11.2022
- Developed and maintained strong relationships with key customer accounts to ensure satisfaction and retention
- Oversaw the onboarding process for new clients, ensuring a seamless transition and satisfaction
- Conducted regular check-ins and follow-ups with clients to address concerns and identify upselling opportunities
- Analyzed customer data to identify trends and improve account strategies
- Collaborated with cross-functional teams to ensure timely delivery of products and services
- Negotiated contracts and agreements to maximize revenue while maintaining customer satisfaction
- Trained and mentored account managers to enhance team performance and customer service skills
Customer Account Manager
Ruckus Wireless, An Arris Company
BANGALORE
12.2014 - 06.2019
- Collaborated with the Pre-sales, Project, and Sales Teams to streamline the Customer onboarding process, guaranteeing a successful 'go live' and smooth introduction for the Customer right from the start
- Collaborate with clients to develop their Customer Experience initiatives in accordance with Ruckus Wireless' capabilities, ensuring alignment with the customers' business goals and strategies to deliver ongoing value and foster long-term account satisfaction and expansion
- Collaborated with client renewals by actively identifying and prioritizing resources and efforts based on perceived risk, potential growth, strategic value, and renewal timeline
- Diligently monitored adoption rates of designated accounts, offering valuable insights to customers
- Ensure that customer satisfaction, backlog, and all other metrics listed in the KPI Index are effectively managed to drive overall performance
Account Manager
Cisco Systems
BANGALORE
08.2011 - 06.2014
- Responsible for overseeing large enterprise accounts and achieving sales objectives for all Cisco architectures
- Work with cross-functional account teams and virtual teams from other countries to manage all of the account's revenue sources
- Establish a good rapport with the client at every level of management
- Conducted regular performance reviews with clients to assess needs and recommend tailored solutions, enhancing overall relationship management
- Trained and mentored junior account managers on best practices in client relationship management and sales strategies
- Negotiated contract terms with clients, successfully closing deals that contributed to increase in company revenue
Education
Bachelors in Business Administration - BBA
Skills
Relationship management
undefinedAccomplishments
- Awarded 'Productivity Star' in Infosys for achieving 100% productivity for 2 quarters consistently.
- Awarded 'Extra Mile Star' in Infosys for volunteering to work on weekends and week offs whenever there was a business need.
- Internal Peer Appreciation from Order Management team at Infosys for helping them with de-escalating a high-profile customer escalation.
Timeline
Sr Customer Success Manager
Capillary Technologies
11.2022 - Current
Customer Account Manager
Infosys BPM India Pvt. Ltd (Deputed to: Cisco Systems India Pvt. Ltd.)
08.2019 - 11.2022
Customer Account Manager
Ruckus Wireless, An Arris Company
12.2014 - 06.2019
Account Manager
Cisco Systems
08.2011 - 06.2014
Bachelors in Business Administration - BBA
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