Kurinchi S

• Manage enterprise and premium accounts across the UK and Europe regions, conducting Quarterly Business Reviews (QBRs) and Monthly Health Checks.
• Achieved consistent 99% CSAT scores, and maintained zero churn across assigned accounts.
• Trained and mentored over 50 new hires on product, processes, and customer engagement best practices.
• Led cross-functional teams to deliver customized solutions that exceed client expectations.
• Acted as the SPOC for internal audits and process alignment workshops with the product, quality, and program teams.
• Handled major incident escalations, driving resolution by working cross-functionally with product and engineering teams.
• Supported feature validation and enhancement advocacy directly with product managers.
• Provided technical support for Freshping, Freshstatus, and core Freshservice responsibilities.
• Served as a liaison between clients and internal teams to ensure smooth project execution, onboarding, and delivery.
• Developed and executed solutions to customer needs and drivers through hands-on engagement.
• Identified and proposed upsell and renewal opportunities, and communicated the value proposition to address churn results for enterprise customers.

Oxford University Press.

• Delivered product support for publishing workflows, including feeds, cost schedules, editions, and reporting.
• Handled global client communication across the US, the UK, Spain, Canada, and Asia-Pacific.
• Managed incidents using ServiceNow, Jira, and Virtusales.
• Facilitated regular meetings with stakeholders to review progress, address concerns, and adjust plans as needed for success.

Reliance SmartZone.

• Managed incident resolution and sprint planning using Agile and Azure DevOps.
• Investigated bugs using Bugzilla, and provided RCA documentation.

Kantar.

• Analyzed and documented business requirements.
• Served as the client-facing point of contact, managing project deadlines and delivery.
• Utilized SQL and Salesforce for data analysis and ticket resolution.
• Collaborated with cross-functional teams to drive successful project
  outcomes.