KRISHNA MOHAN NAKKA

Lead Customer Success | Technical Account Mgmt

Edumerge Solutions Pvt. Ltd.

Bangalore, Bengaluru

09.2019 - Current

Owned ₹4 Cr ARR across 150 enterprise & 1.2 K SMB accounts; achieved 115 % NRR via MEDDIC-driven upsell, cross-sell & 97 % renewals.
Developed & executed territory business plans and Oracle University Cloud training strategies, expanding pipeline by ₹5 Cr and hitting 120 % of revenue targets in Salesforce CRM.
Managed rolling ₹5 Cr pipeline in Salesforce CRM; improved forecast accuracy +15 % and accelerated deal velocity +30 %.
Ran quarterly EBRs/QBRs & white-space analyses to uncover upsell/cross-sell opportunities, driving +25 % expansion revenue.
Led exec-level PoC workshops and Oracle University promotions & events, converting 20 % of attendees into qualified opportunities.
Built customer-health dashboards (Gainsight, Salesforce); rescued ₹1.2 Cr at-risk ARR and maintained 95 % CSAT.
Provided 24×7 TAM support (6 PM–3 AM IST); resolved P1 incidents within 30 min SLA, sustaining 97 % renewal rate.
Orchestrated cross-functional API/SSO integrations and authored SLA/incident playbooks, reducing MTTR 48 h → 12 h and ensuring 99.9 % uptime.
Managed end-to-end case & escalation workflows using ITIL processes, reducing MTTR from 48 h to 12 h and achieving 97 % SLA compliance.
Led root-cause analysis & special projects for high-severity support issues, collaborating with Engineering to eliminate systemic defects and prevent recurrence.
Produced and delivered monthly instance-health reports (uptime, performance, error rates) to executive stakeholders, driving data-driven optimizations and capacity planning.
Created detailed upgrade planning & execution roadmaps and assisted with platform version rollouts—achieved zero-downtime upgrades across 100+ customer instances.
Designed and executed customer onboarding & proactive engagement playbooks, cutting time-to-value 50 % and boosting feature adoption +40 %.
Built performance monitoring & dashboards in Looker/Salesforce (FCR, CSAT, MTTR), flagged at-risk accounts, and triggered automated playbooks that reduced churn by 20 %.
Developed and executed structured onboarding plans, reducing time-to-value by 40 % and accelerating customer ramp.
Conducted regular business reviews (QBRs/MBRs), presenting health-score dashboards and usage metrics to stakeholders to drive adoption and value realization.
Built and maintained customer-health dashboards in your CRM/BI tool, flagging at-risk accounts and triggering proactive playbooks that cut churn by 20 %.
Served as the primary liaison for a portfolio of 50+ accounts—managing escalations, coordinating cross-functional issue resolution, and achieving 95 %+ SLA compliance.
Partnered with Sales on contract renewals and upsell/cross-sell motions, lifting Net Revenue Retention by 15 % year-over-year.
Collaborated with Product, Engineering, and Support to feed customer feedback into the roadmap, resulting in three prioritized feature enhancements.
Delivered tailored training workshops and adoption guides, boosting feature usage by 30 % and driving stronger customer advocacy.
Managed a rolling pipeline in Salesforce (or your CRM), improving forecast accuracy by 10 % through disciplined opportunity tracking.
Acted as the voice of the customer, collaborating with Product and Engineering to drive 4 prioritized feature enhancements, boosting adoption by 20 %.
Conducted 50+ technical enablement workshops and solution-architecture sessions, increasing integration success rate by 30 %.
Authored 30+ technical guides and knowledge-base articles, empowering clients to self-serve and reducing support-ticket volume by 25 %.
Established standardized customer-success playbooks and processes, ensuring consistent onboarding and ongoing support across 150+ accounts.
Served as single point of technical contact for 200+ escalations, coordinating cross-functional teams to achieve 95 % resolution-SLA compliance.
Monitored deployment health metrics and usage trends, delivering quarterly optimization recommendations that improved performance by 15 %.
Implemented automated customer-feedback loops, capturing satisfaction insights and informing strategic roadmap decisions.
Collaborated with global Engineering and Product teams as the voice of the customer, prioritizing three cost-management features now in general release.
Broke complex optimization projects into tracked subtasks; maintained live status boards and hit 100 % of milestone dates
Led quarterly Operational & Cost Reviews with customer and executive sponsors; presented rate-optimization insights and next-step savings initiatives.

Summary

Overview

Work History

Lead Customer Success | Technical Account Mgmt

Full Stack Web Developer

Education

Bachelor’s Degree, Computer Science & Engineering (2013) - Computer Science And Engineering

Skills

Lead Customer Success | Technical Account Manager

Websites

Languages

Timeline

Lead Customer Success | Technical Account Mgmt

Full Stack Web Developer

Bachelor’s Degree, Computer Science & Engineering (2013) - Computer Science And Engineering

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