Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
MEENAKSHISUNDARAM M.C

MEENAKSHISUNDARAM M.C

Chennai

Summary

Results-oriented and seasoned Customer Support Manager with 13 years of experience in leading and developing high-performing support teams. Proven track record of driving operational excellence, optimizing processes, and delivering exceptional customer experiences. Skilled in strategic planning, team leadership, and data-driven decision-making. Passionate about fostering a positive and inclusive team culture.

Overview

14
14
years of professional experience

Work History

Manager Customer Solutions

ZoomInfo
11.2023 - Current
  • Managed a team of 30 customer solutions specialists, providing hands-on guidance, coaching, and mentorship to foster their professional development and enhance performance.
  • Spearheaded the development and execution of a customer support strategy that resulted in a 30% reduction in average response times, leading to a 15% increase in overall customer satisfaction scores.
  • Directed the resolution of complex customer issues and complaints, ensuring swift and satisfactory resolutions.
  • Monitored and analyzed key performance indicators (KPIs) such as Time to First Response, Time to Resolution, and CSAT to drive continuous improvement initiatives.
  • Collaborated cross-functionally with Engineering, product development, and marketing teams to leverage customer insights and guide product/service enhancements.
  • Successfully scaled the Customer Solutions team from 8 to 30 members, implementing scalable processes and training programs to uphold high-quality support standards amidst rapid expansion.

Team Lead Customer Solutions

ZoomInfo
01.2022 - 10.2023
  • Lead a team of 8 Customer Support Specialists, providing guidance, training, and support to ensure customer issues are resolved efficiently and effectively.
  • Act as a point of escalation for complex customer issues, working closely with stakeholders to ensure timely resolution and maintain high levels of customer satisfaction.
  • Foster a positive team culture focused on collaboration, accountability, and customer-centricity, promoting a supportive and inclusive work environment.
  • Monitored key performance indicators (KPIs) such as Time to First Response, Time to Resolution, CSAT to drive continuous improvement.

Senior Customer Success Manager

Gupshup Technologies
07.2021 - 01.2022
  • Responsible for managing top Key enterprise accounts retention and growth in the APAC region
  • Conducted Quarterly onsite Business review meetings to analyze the business impact and strategic initiatives
  • Worked with the Sales team to grow and assist revenue targets for every assigned key client and forecasting current and new revenue opportunities
  • Managed the implementation of Salesforce tool and accounting processes to track Customer Success operation activities and all pre-post implementation adoption activities.

Customer Success Manager

Freshworks
02.2020 - 07.2021
  • Managed customers across the LATAM region with over $3 million ARR, collaborating with Channel Partners and Account Managers to maximize customer value and ensure end-to-end satisfaction throughout the customer lifecycle.
  • Maintained high levels of customer engagement for Mid-Market and Enterprise accounts, identifying areas of low utilization and implementing solutions to drive product adoption, usage, and ultimately, customer retention and satisfaction.
  • Developed relationships with C-level stakeholders, converting them into Freshworks advocates, and executed customer success plans to forecast renewals and mitigate churn proactively, consistently exceeding churn target attainment through strategic product and service promotion.
  • Interpreted customer insights to drive product changes, acted as the voice of the customer to the product team, and led process improvement initiatives, establishing standard procedures and escalation policies for the customer success team.

Customer Success Specialist

Chronus
07.2018 - 02.2020
  • Managed post-sales activity for diverse customer segments (Enterprise, SMB, University) by building strong relationships, demonstrating product knowledge, and executing strategic plans to ensure customer satisfaction.
  • Achieved a 98% customer retention rate by conducting regular check-in calls for tactical issues and quarterly health checks for strategic reviews, addressing customer concerns proactively.
  • Developed customized success plans for customers, outlining critical success factors, metrics, potential issues, and recommendations, while capturing and delivering key customer feedback to internal teams for continuous improvement.

Customer Success Manager

Gabriels Technology Solutions
03.2014 - 07.2018
  • Enhanced Customer Engagement and Retention: Successfully engaged with customers, driving renewals and increasing adoption rates by 100% through proactive account management and tailored training programs.
  • Facilitated Strategic Partnerships: Developed a deep understanding of customers' business models, provided insights into product roadmaps, and collaborated with internal teams to address customer needs, ensuring successful partnerships and minimizing churn.


Associate

Expertus Infotech Ltd Period
05.2012 - 03.2014
  • Provided comprehensive functional support for Learning Management Systems (LMS) AU & Me, ALPS, and Perspective 123, including Voice, Email & Chat support across North America, EMEA & AP, and SCROM Content testing.
  • Ensured the efficiency and accuracy of course and exam loading by verifying key information, tracking and analyzing usage via LMS and Society's website, and utilizing effective needs analysis and project management for course implementation and evaluation.

Corporate Management Trainee

Appco Group India
07.2011 - 04.2012

Consultant

Sutherland Global Services
09.2010 - 07.2011

Education

B.E - Computer Science

Sree Sowdambika College Of Engineering
Virudhunagar, Tamilnadu

Skills

  • Team Management
  • Project Management
  • Requirements Analysis
  • Performance Management
  • Cross-Functional Teamwork
  • Performance Management
  • Stakeholder Management
  • Escalation Management
  • Cross-functional Team Leadership
  • Client Relationship Management (CRM)

Accomplishments

  • Reduced Escalations: Implemented proactive measures to address common customer issues, leading to a 40% reduction in escalations and a 25% decrease in customer churn, improving overall customer satisfaction and loyalty.
  • Implemented Training Programs: Developed and implemented comprehensive training programs for new hires and existing team members, resulting in a 15% improvement in employee retention and a 10% increase in productivity.

Timeline

Manager Customer Solutions

ZoomInfo
11.2023 - Current

Team Lead Customer Solutions

ZoomInfo
01.2022 - 10.2023

Senior Customer Success Manager

Gupshup Technologies
07.2021 - 01.2022

Customer Success Manager

Freshworks
02.2020 - 07.2021

Customer Success Specialist

Chronus
07.2018 - 02.2020

Customer Success Manager

Gabriels Technology Solutions
03.2014 - 07.2018

Associate

Expertus Infotech Ltd Period
05.2012 - 03.2014

Corporate Management Trainee

Appco Group India
07.2011 - 04.2012

Consultant

Sutherland Global Services
09.2010 - 07.2011

B.E - Computer Science

Sree Sowdambika College Of Engineering

Similar Profiles

CREATE PROFILE
MEENAKSHISUNDARAM M.C