Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
MANASA RAO

MANASA RAO

Bengaluru

Summary

Customer Success Manager with 6+ years of overall experience, skilled in leveraging data-driven insights and cross-functional collaboration to drive customer retention. Proven expertise in customer relationship management, onboarding, and adoption, proactively reducing churn risks.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Success Manager

Rubrik
Bengaluru
01.2023 - Current
  • Established strong relationships with customers through regular communication and follow-up activities.
  • Led customer onboarding sessions, ensuring a smooth transition, and maximizing early product adoption.
  • Performed regular business reviews and health assessments, showcasing value realization, and uncovering opportunities for growth.
  • Leveraged insights from product usage analytics to identify predictive indicators of churn and consumption risk, taking proactive actions to mitigate these risks.
  • Collaborated with product teams, providing actionable customer insights that contributed to new feature development and adoption.
  • Worked cross-functionally with sales, engineering, renewals, and support teams to enhance the overall customer experience.

Subject Matter Expert, Customer Support

Telstra
Bangalore
11.2020 - 01.2023
  • Addressed and resolved L3 escalations, customer complaints through empathy, emotional intelligence, and critical thinking.
  • Effectively supervised day to day front-end operations of a busy digital care support team.
  • Monitored and delegated cases based on priority/level of urgency to relevant support teams.
  • Performed regular quality audits and provided feedback to frontline agents to help improve overall customer satisfaction rates (CSATs).
  • Spotted process loopholes and rolled out improvement plans on projects to enhance customer experience.
  • Tracked case trends and reported incidents to respective teams by raising requests over Jira Service Management (JSM).
  • Identified knowledge gaps and conducted training/refresher sessions for the Digital Care team of 12 agents.

Technical Support Engineer

VMware
Bangalore
07.2018 - 11.2020
  • Provided technical support and troubleshooting for operational issues via phone, email, live chat, and web teleconferencing.
  • Assisted customers in resolving vCenter service issues, including crashes, system hangs, usability concerns, vSphere HA, virtual machine migrations, and database errors.
  • Experienced in working with vSphere Client, vCenter Server, and configuring ESXi in virtual environments.
  • Proficient in fundamental storage and networking concepts.
  • Collaborated with the software development team to identify and resolve bugs in newly released software and supported the deployment of release fixes..

Education

Post-graduation - Advanced General Management Program

Institute of Management Technology - Ghaziabad
06-2023

Bachelor of Engineering - Computer Science

St. Joseph Engineering College - Mangalore
11-2018

Skills

  • Customer relationship management
  • Onboarding Specialist
  • Cross-functional collaboration
  • Customer retention
  • Basic cloud concepts
  • Data backup and security

Accomplishments

  • Performance Excellence Award - FY'2025
  • Customer Ace Award - FY'2024

Certification

  • Microsoft Certified: Azure Fundamentals
  • Rubrik Certified System Administrator 9.0
  • Rubrik Cyber Resiliency Specialist
  • VMware Certified Professional 6.5 - Data Center Virtualization
  • VMware Certified Advanced Professional 6

Timeline

Customer Success Manager

Rubrik
01.2023 - Current

Subject Matter Expert, Customer Support

Telstra
11.2020 - 01.2023

Technical Support Engineer

VMware
07.2018 - 11.2020

Post-graduation - Advanced General Management Program

Institute of Management Technology - Ghaziabad

Bachelor of Engineering - Computer Science

St. Joseph Engineering College - Mangalore

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MANASA RAO