Gowtham S
Customer Success Lead
Chennai
Summary
A dedicated Customer Success Leader at Zoho for ManageEngine Analytics Plus, leveraging extensive technical expertise and management acumen to drive customer satisfaction and product adoption. Committed to facilitating organizational growth by implementing innovative solutions, fostering a dynamic workplace culture, and ensuring seamless onboarding and continuous support for clients. Thrives on multi-tasking, leading teams to execute successful initiatives, and mentoring colleagues to achieve collective success while staying abreast of emerging IT trends and technologies.
Overview
10
10
years of professional experience
Work History
Lead - Customer Success (started as Technical Support Engineer)
ZohoCorp Private Ltd
8 2021 - Current
- Build and maintain strong customer relationships for their success and satisfaction
- Develop and execute strategies to drive customer adoption, retention, and growth
- Serve as the main contact for customers, addressing their inquiries, concerns, and requests promptly and professionally
- Understand customer business goals and provide strategic guidance to help them achieve success
- Collaborate with sales, product, and support teams to ensure a seamless customer experience
- Conduct regular product health checks and onsite visits to assess progress, gather feedback, and identify improvements
- Identify opportunities to upsell or expand relationships with existing customers
- Provide product demonstrations, training, and onboarding assistance
- Act as a customer advocate within the organization, sharing feedback and requirements for product improvements
- Monitor customer health and engagement metrics to identify potential risks or churn indicators, and take proactive measures to address them.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
Service Desk Analyst
Microland Private Ltd
09.2018 - 07.2019
- Providing Level 2 support and handling escalations via email/calls
- Creating knowledge articles for major reported issues
- Since it is a new project, underwent training directly from client-side and trained other employees based on the project requirement
- Pushing patch on the client machine if any update is available
- Application related issues
- Email admin support (Creating a mailbox, Group mailbox, and shared mailbox)
- Working on Active Directory (Adding users, deleting users, modifying user account, adding users to correct Org national unit, mapping user in a required group based on project requirement)
- Chair Bridge calls for effective coordination, incident resolution, service restoration
- Track all open Incidents until they are solved according to the agreed SLA.
IT Analyst
HCL Technologies
02.2016 - 07.2018
- Handling all level 1 & 2 calls and transferred tickets
- Given On Job Training (OJT) for all new hires
- Worked as an SME (Floor support)
- Managing and coordinating activities and ensure that the Incident record is fully updated prior to Problem Management handover
- Perform Root Cause Analysis (RCA) for the top 10 major issues
- Manage and drive third parties to the quick resolution of incidents.
Support Engineer
Movate (CSS Corp )
12.2014 - 10.2015
- Initial configuration on Routers, Modem, and Extender
- Providing first-level support to users, handling calls, troubleshooting the reported issues, and routing the request to the concerned team according to the SLA
- Upsell for an extended support warranty
- Basic hardware check
- Working on network connectivity-related issues.
Education
Sharadha Vidhya Mandir
Hosur, India 04.2001 -
Diploma in computer engineering - undefined
NTTF: Nettur Technical Foundation
01.2012 - undefined
Bachelor of Computer Science - undefined
Annamalai University - DDE
05.2022 - undefined
Skills
Customer Relationship Management
Product Knowledge & Technical Expertise
Customer Retention & Growth Strategy
Data Analysis & Reporting (BI Tools)
Customer Onboarding & Training
Problem Solving & Conflict Resolution
Communication & Collaboration
Presentation & Product Demonstration
Time Management & Multitasking
Creativity and innovation
Professionalism and ethics
Technical Troubleshooting
Travell
I have always been passionate about travel, particularly as a biker. Between 2015 and 2020, I embarked on various biking journeys that took me across India, culminating in a major milestone—completing my bucket list ride from Kanyakumari to Kashmir (KtoK) in 2020. After this achievement, I transitioned from biking to exploring new places by car, which gave me a different perspective on travel.
For me, it’s not just about the journey but also about immersing myself in the local culture, discovering hidden gems, and making connections with people along the way. Traveling allows me to constantly broaden my horizons and appreciate the diversity that each place has to offer.
Timeline
Bachelor of Computer Science - undefined
Annamalai University - DDE
05.2022 - undefined
Service Desk Analyst
Microland Private Ltd
09.2018 - 07.2019
IT Analyst
HCL Technologies
02.2016 - 07.2018
Support Engineer
Movate (CSS Corp )
12.2014 - 10.2015
Diploma in computer engineering - undefined
NTTF: Nettur Technical Foundation
01.2012 - undefined
Sharadha Vidhya Mandir
04.2001 -
Lead - Customer Success (started as Technical Support Engineer)
ZohoCorp Private Ltd
8 2021 - Current
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