Summary
Overview
Work History
Education
Skills
Software
Interests
Timeline
Volunteer
Kruthan Appanna

Kruthan Appanna

Customer Success Analyst
Bengaluru,Karnataka

Summary

Experienced and passionate Customer Success Analyst with a strong track record in successfully managing client onboarding, training, and product implementation. Skilled in overseeing a significant number of accounts, CSMs, and generating substantial ARR. Seeking new opportunities to leverage my expertise and drive excellence in CS Operations.

Overview

5
5

Years of professional experience in Client Success

4
4
Languages

Work History

Customer Success Specialist

SmartKarrot Inc
Delaware
06.2022 - Current
  • Managed onboarding, training, and product implementation cycles for 11+ clients, overseeing a total of 8000+ accounts, 50 CSMs, and a cumulative ARR of $6M. Also facilitated the setup, tracking, and navigation of customer success data for over 10,000 active users, with monthly user activity surpassing 100K clicks.
  • Proactively assisted active clients in tracking essential customer success KPIs such as churn, renewals, upsell/cross-sell, NRR,and product adoption. Regularly generated insightful dashboards and reports, implementing effective strategies to improve these metrics on a quarterly basis.
  • Demonstrating a strong capability in both retaining clients and ensuring continuous customer satisfaction, while maintaining high levels of customer contentment through forward-thinking strategies that address their needs and resolve concerns.
  • Conducted Quarterly Business Reviews (QBRs) to evaluate and realign goals and targets for upcoming quarters, obtained valuable product feedback, introduced product roadmaps, and addressed any significant issues.
  • Collaborated with team members on internal projects aimed at enhancing the product roadmap, developing customer education modules, and optimizing customer success processes and operations.

Senior Category Associate

Unacademy
Bengaluru, Karnataka
01.2021 - 05.2022
  • Utilized data analysis techniques to develop revenue-generating strategies for the IIT-JEE category.
  • Optimizing satisfaction levels, operational excellence metrics, and fostering collaboration with esteemed educators and internal stakeholders, resulting in overall business success and effective learner attraction and engagement.
  • Supported the performance marketing team in designing compelling creatives to promote upcoming batches effectively.
  • Ensured seamless day-to-day operations of classes and activities, fostering a conducive learning environment.

Center Manager

Cult.Fit Health Care
Bengaluru, Karnataka
10.2018 - 01.2021

• Overseeing and managing the daily operations and responsibilities of all employees within the center, ensuring smooth and efficient functioning.
• Expertly handled client interactions, member complaints, and inquiries with professionalism and courtesy, maintaining a high level of customer satisfaction.
• Served as the primary point of contact (SPOC) for center managers and trainers in the cluster, effectively coordinating and addressing their needs.

Intern

94.3 Radio One
Bengaluru, Karnataka
03.2016 - 05.2016

• Provided crucial support to RJ Jane Jaykumar by assisting with daily activities, including staying up-to-date with the latest news and trends, ensuring a well-informed and engaging radio show.
• Demonstrated expertise as a sound engineer, handling all voice-overs and podcasts with precision and skill, resulting in high-quality audio production.
• Took charge of managing the production and sound of diverse on-air elements, segments, and outdoor broadcasting, ensuring seamless and captivating content delivery to listeners.

Relationship Executive

Zela Luxury Health Club
Bengaluru, Karnataka
08.2014 - 05.2015

• Demonstrated effective leadership by managing the daily activities and duties of the entire maintenance team, ensuring efficient operations.
• Successfully handled customer queries and exceeded expectations, resulting in high levels of customer satisfaction.
• Played a key role as part of the membership renewal team, contributing to the achievement of renewal targets.
• Collaborated with departmental trainers to plan and implement impactful training programs for all front office employees, enhancing their skills and performance.

Education

Bachelor of Arts - Journalism, Psychology & English Literature

Jain University
Bangalore
06.2015 - 05.2018

High School Diploma -

Vijaya Pre-University
Bangalore
05.2011 - 04.2013

Skills

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Software

MS Office

Tableau

Power BI

After Effects

Interests

Football

AI Enthusiast

Calisthenics

Documentaries

Sketching

Timeline

Customer Success Specialist

SmartKarrot Inc
06.2022 - Current

Senior Category Associate

Unacademy
01.2021 - 05.2022

Center Manager

Cult.Fit Health Care
10.2018 - 01.2021

Intern

94.3 Radio One
03.2016 - 05.2016

Bachelor of Arts - Journalism, Psychology & English Literature

Jain University
06.2015 - 05.2018

Relationship Executive

Zela Luxury Health Club
08.2014 - 05.2015

High School Diploma -

Vijaya Pre-University
05.2011 - 04.2013
Kruthan AppannaCustomer Success Analyst