Mohan Krishna Nelaturi
Delivery Manager
Hyderabad,telangana
Summary
As a Customer Support Manager, focused on driving customer success and fostering key account relationships. With an excellent background in SaaS support, portfolio management, cross-selling, and upselling, as well as a talent for managing complex client onboarding processes, played a key role in enhancing user satisfaction and retention, and an expertise in churn management and process optimization directly contributes to mission of delivering exceptional talent solutions to a global clientele.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Delivery Manager
CEIPAL Corp.
Hyderabad
5 2024 - Current
- Deliver exceptional customer experience with proactive communication, orchestrating right internal resources, and effectively align, track, and evolve customer business goals
- Define measurable goals and objectives with clear outcomes, ensure cohesive communication across internal and customer audiences at all levels
- Serve as escalation point for Customer Support, Account Management, and Customer Success on product challenges.
- Managed 688 Clients with Portfolio MRR of $320K
Associate Manager
CEIPAL Corp.
04.2022 - 05.2024
- Promoted to Leadership role in 2022 and Managed Team of 11 with handling Enterprise Accounts including Accounts myself
- Managed 320 Clients with Team of 11 with MRR $130K and with Very Less Churn, and highest Win back Clients Host Webinars & Training Sessions to educate clients of product updates and benefits to increase Tool Adoption and Drive opportunities to ask for referrals, reviews, and testimonials
- Suggest product capabilities that would further help their business workflow based on client Feedbacks
- Optimized workflow processes to reduce bottlenecks and increase overall effectiveness.
Product Onboarding and Implementation Specialist
CEIPAL Corp.
Hyderabad
03.2020 - 05.2022
- CEIPAL is AI-powered SaaS platform that provides full-lifecycle management of talent acquisition process
- My role is to onboard Complex and Enterprise clients Post Sale Process and Provide talent solutions for their recruiting needs based on their Recruitment process and workflow, which includes comprehensive Trainings, in person Client Visits and Technical Configurations.
- Managed 30 tickets per Day for support and Delivered 100% Customer satisfaction with 98% SLA for Ticket Resolutions
Senior Information Technology Analyst
Diebold Nixdorf
04.2017 - 12.2019
- Managed Global IT Service Desk Operations [German Language & English Language] with a Team size of 30 + Associates
- Ensuring the timely delivery of IT Services and support to the users to achieve the desired SLA
- Have an extensive experience in handling Major Incident Management with exceptional poise and composure, making quick decisions in an effort to reduce overall impact.
Client Support Technician
Dell
03.2016 - 04.2017
- Handle Incoming Tickets for issue related to Hardware & Software
- Software - Troubleshoot and Fix error's for Windows OS (Related to updates, Drivers, Installations of OS, Applications, BIOS Issues)
- Re-install OS when all possible troubleshooting was exhausted
- Hardware - Troubleshoot to identify which part is causing the issue in boot up of the OS and failure in the PC
- Replace faulty hardware when necessary, by assigning a technician to fix the issue
- CRM User to manager tickets - Siebel Systems.
Customer Service Representative
Sitel
04.2014 - 02.2016
- Supported US Based Clients on Earthlink ISP technical issues, and was awarded 'Reach for the Star' for Exceptional Customer Service 2 times in my tenure.
Education
Bachelor of Technology - BTech - Computer Science
Andhra University
Vishakhapatnam 05.2007 - 06.2011
Skills
Customer Success
SaaS Product Support
Key Account and Portfolio Management
Client Onboarding
Product demos
Churn Management
Product Webinars
Cross selling and Upselling
Timeline
Associate Manager
CEIPAL Corp.
04.2022 - 05.2024
Product Onboarding and Implementation Specialist
CEIPAL Corp.
03.2020 - 05.2022
Senior Information Technology Analyst
Diebold Nixdorf
04.2017 - 12.2019
Client Support Technician
Dell
03.2016 - 04.2017
Customer Service Representative
Sitel
04.2014 - 02.2016
Bachelor of Technology - BTech - Computer Science
Andhra University
05.2007 - 06.2011
Delivery Manager
CEIPAL Corp.
5 2024 - Current
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