Keshav Pushadappu
Customer Success Associate
Bengaluru
Summary
An experienced Vendor and Client Management professional with over 4 years in client-facing roles within SaaS and B2B technology environments. Proven track record of enhancing client satisfaction and retention through exceptional communication and problem-solving skills for over 6 years. Adept at overseeing client support, service, experience, onboarding, and training.
Experienced with community outreach and engagement. Utilizes strong communication and interpersonal skills to build and maintain relationships. Track record of successful program implementation and event coordination.
Overview
6
6
years of professional experience
3
3
Certifications
5
5
Languages
Work History
Community Specialist
G2.com Private Limited
08.2021 - 04.2025
- Provided support on Zendesk for account, moderation, and incentive-related queries, maintaining a 95% SLA and 80% CSAT, thereby enhancing customer satisfaction.
- Acted as an SME and supported CSMs and AMs in setting up G2 Gives landing pages, driving charitable reviews, and increasing user engagement by 9% through G2 Gives, while consistently achieving a 90% SLA.
- Managed G2’s high-value vendor profiles and assisted Marketing leaders with User-Generated Content (UGC) and incentive-related queries via Salesforce Cloud, emails, and Zoom meetings.
- Actively participated in ITSM processes by reporting bugs, logging website downtime, and creating Jira tickets in the Product team’s bucket.
- Supported the Sales team on Salesforce Service Cloud for G2 Marketing Solutions, improving post-sales support and customer retention by 35% through effective problem-solving and communication.
User Support Specialist
Dailyrounds/Marrow - Neuroglia Health Private Limited
12.2020 - 08.2021
- Managed premium users of the Marrow Android/iOS app, ensuring a high-quality user experience, leading to a 43% increase in customer satisfaction.
- Efficiently addressed and resolved technical and non-technical inquiries through Google Meet and email communications, reducing response time by 19%.
- Analyzed and understood user personas by actively engaging with users and regularly coordinating and communicating feature requests and feedback to relevant teams, resulting in a 12% improvement in user engagement.
- Streamlined support processes for improved efficiency and faster response times.
- Increased first-call resolution rates by providing thorough training and resources to support team members.
Risk Management Associate
Simpl Technologies Private Limited
04.2019 - 12.2020
- Proactively managed daily user interactions and connections, ensuring exceptional user experiences, leading to a 43% increase in customer satisfaction by implementing data-driven insights and personalized training.
- Conducted systematic collection and analysis of user data and sampling, enabling data-driven insights to enhance service delivery, resulting in a significant improvement in user adoption.
- Handled user and vendor queries efficiently via Zendesk, promptly escalating and coordinating with internal teams for complex resolutions, reducing response time by 25%.
- Maintained compliance with industry standards and regulations by staying current on relevant laws, guidelines, and best practices in risk management.
Education
Bachelor's Degree - Biotechnology
VIT University
Vellore01.2017
Diploma of Education - Maths, Physics, Chemistry
NRI Jr College
Vijayawada, India01.2013
Skills
- Tools: Excel MySQL Tableau
Community engagement
Nonprofit experience
Fundraising strategies
Network troubleshooting
Remote support
Root-cause analysis
Troubleshooting
Websites
Certification
Customer Success Management Fundamentals Issued by Practical CSM in Apr 2025
Awards
Oct 2019 - Star Performer - Simpl Technologies Pvt Ltd, Sep 2024 - PEAK Giver - G2.com Pvt Ltd
Timeline
Community Specialist
G2.com Private Limited
08.2021 - 04.2025
User Support Specialist
Dailyrounds/Marrow - Neuroglia Health Private Limited
12.2020 - 08.2021
Risk Management Associate
Simpl Technologies Private Limited
04.2019 - 12.2020
Bachelor's Degree - Biotechnology
VIT University
Diploma of Education - Maths, Physics, Chemistry
NRI Jr College
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