Krishnapriya B
Bangalore
Summary
Principal Customer Success Manager | Client Advocacy | Retention | Cloud Solutions | CXM | SaaS | Oracle | Sprinklr - MBA - IMT/Liverpool Business School - 7 Years
Overview
6
6
years of professional experience
1
1
Certification
Work History
Principal Customer Success Manager
Oracle India Pvt Ltd
Bangalore
07.2024 - Current
- Acted as the primary point of contact for enterprise clients, fostering long-term relationships, and driving customer satisfaction.
- Managed the successful onboarding of new clients, ensuring seamless integration and adoption of Oracle's SaaS products.
- Proactively identified and resolved client challenges, aligning Oracle solutions to achieve business outcomes.
- Collaborated with cross-functional teams, including Sales, Product, and Support, to deliver tailored solutions, and ensure service excellence.
- Conducted regular business reviews and product training to maximize customer engagement and ROI.
- Developed and executed account success plans, driving product utilization, customer retention, and renewal rates.
- Ensured clients achieve desired outcomes by monitoring key performance metrics and providing strategic guidance.
- Supported upsell and cross-sell opportunities by understanding client needs, and presenting relevant Oracle offerings.
- Advocated for customer feedback internally, influencing product roadmaps and enhancements to address market demands.
Managed Services Consultant
Sprinklr
Bangalore
01.2022 - 05.2024
- Customize onboarding, setup, and go-live for optimal client use, including configuring account settings and personalized integrations.
- Identify and address platform gaps, ensuring alignment with client needs and use cases, while maintaining relevance.
- Provide ongoing training, support, and resolution of client pain points to ensure consistent adoption and satisfaction
- Foster teamwork and stakeholder management to develop comprehensive solutions, maintain feedback loops, and implement strategies for improving customer retention and service delivery
- Develop strategies for improving customer retention rates by building rapport and championing customer needs.
- Monitor service quality metrics to ensure high standards of delivery.
- Maintain records of customer interactions for reference.
- Ensure platform/dashboard relevance and alignment with evolving business needs.
Sr. Associate, Machine Learning
Sprinklr
Bangalore
03.2019 - 12.2021
- Engaged in collaborative sessions with clients (e.g., Dell) to discern critical business needs, priorities, and project schedules.
- Proactively orchestrated task coordination and milestone management to expedite project timelines and attain predefined objectives.
- Utilized diverse client-specific dashboards for data visualization, facilitating the extraction of training datasets tailored to client requirements
- Conducted in-depth data analysis to derive actionable business insights, aiding brands in enhancing customer experiences through rigorous analysis of extensive datasets
Education
Master of Business Administration -
Liverpool John Moores University/Institute of Management Technology
Liverpool04.2024
Bachelor of Technology - Computer Science & Engineering
Sree Narayana Gurukulam College of Engineering
Ernakulam05.2018
Skills
- CRM Software
- Customer success
- Customer Relationship Management
- Conflict Resolution
- Customer Consulting
- Client Onboarding
- Customer Retention
- Product Training
- Project Management
- Sales management
- Strategic planning
- Team collaboration
- Account management
- Data analysis
- Machine learning
- Project management
- Attention to detail
- Workflow Management
- MS Tools
- B2B Marketing Tools
Affiliations
Dynamic Principal Customer Success Manager at Oracle India Pvt Ltd with expertise in CRM software and customer retention. Proven track record in driving client satisfaction and fostering long-term relationships. Adept at strategic planning and data analysis, successfully enhancing product utilization and advocating for customer needs to influence product enhancements.
Certification
- Introduction to Microsoft Azure Cloud Services, 2025
- Customer Success Management Fundamentals, 2024
- Oracle Cloud Infrastructure Foundations, 2024
- Google Project Management: Professional Certificate, 2023
- Sprinklr CCaaS - Advanced, 2023
- Sprinklr Conversational AI, 2021
- Recruitment Assessment Program (Sprinklr), 2021
- Soft and Communication Skills, 2017
- Internship Certification - Nest Cyber Campus, 2017
Pro Bono Marketing Projects
Search engine optimization & Keyword optimizations,
- Keyword Research: Identify valuable terms,
- On-Page Optimization: Enhance content visibility.,
- Technical SEO: Improve site performance
Web content management,
- I wrote approximately 4,000 words by creating app descriptions, social media content, news articles, and blogs.
- I wrote approximately 50 articles or blogs, spanning 700 to 800 words, based on the company's requirements
App content curation,
- Build ideas and themes for new Android apps,
- Curate the contents, such as images and videos, for apps using various platforms
- Work closely with the design team to create relevant graphics for the app, and work on various Google Play consoles to add and modify the content related to the app, such as the app description.
- Worked closely with the design team to create relevant graphics for the app, worked on various Google Play consoles in adding and modifying the content related to the app, like the app description.
Accomplishments
- Best Employee of the Quarter (Sprinklr), 2019
Timeline
Principal Customer Success Manager
Oracle India Pvt Ltd
07.2024 - Current
Managed Services Consultant
Sprinklr
01.2022 - 05.2024
Sr. Associate, Machine Learning
Sprinklr
03.2019 - 12.2021
Master of Business Administration -
Liverpool John Moores University/Institute of Management Technology
Bachelor of Technology - Computer Science & Engineering
Sree Narayana Gurukulam College of Engineering
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