Murali Krishnaa E.K
Hyderabad
Summary
Customer Success leader with over 10 years of experience driving client value, retention, and growth across HRMS, SaaS, aviation, and hospitality industries. Proven track record of managing and mentoring high-performing teams of Customer Value Specialists while delivering exceptional outcomes for enterprise and elite accounts across the North American region.
Skilled in building strong stakeholder relationships, optimizing customer journeys, and aligning business goals with client success strategies to maximize adoption, satisfaction, and revenue expansion. Adept at handling complex accounts, leading cross-functional collaboration, and implementing data-driven insights to enhance customer experience and long-term partnerships.
Overview
11
11
years of professional experience
4
4
Languages
Work History
Lead Customer Success Manager - North America
Phenom People
10.2025 - Current
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Established strong relationships with key customers, resulting in increased customer loyalty.
Lead Customer Success & Support
Innovapptive Global Solutions
06.2022 - 10.2025
- Led onboarding for 50+ enterprise clients, reducing time-to-value by 25%.
- Improved ticket resolution efficiency by 30% through root cause analysis and proactive documentation.
- Increased CSAT scores from 82% to 92% by optimizing support processes and customer touchpoints.
- Delivered executive-level performance dashboards using Looker Studio, influencing product feedback cycles.
- Collaborated with product and engineering teams to resolve high-priority issues, reducing escalations by 20%.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
Support Engineer
Movate Technologies
05.2021 - 06.2022
- Managed over 100 customer accounts, resolving 90% of tickets within SLA targets.
- Conducted 25+ product training sessions that boosted customer product adoption by 40%.
- Initiated a reporting framework using Excel and Looker, improving data visibility for stakeholders.
- Acted as primary liaison for high-value clients, contributing to a 15% improvement in retention rates.
Senior Customer Support Executive
Vistara Airlines (TATA SIA JV)
02.2018 - 12.2021
- Trained and mentored 30+ new team members, improving onboarding speed by 35%.
- Spearheaded cross-functional project planning, resulting in a 20% reduction in escalated IROPS cases.
- Managed Amadeus integration and customer onboarding for key airline clients with 98% satisfaction rate.
- Led station inspection audits with a 100% compliance success record.
Customer Support Officer
IndiGo Airlines (IGT & IGA)
12.2014 - 02.2018
- Handled 500+ customer support cases monthly, maintaining a 95% resolution accuracy rate.
- Led team rostering and Skyspeed operations, cutting manual process time by 30%.
- Served as SME for 3 regional stations, reducing operational delays during IROPS by 40%.
Education
MBA - International Trade & Supply Chain
Madras University
Chennai, India01-2020
BBM - Shipping & Logistics
AMET University
Chennai, India01-2014
Skills
Customer Relationship Management
Key account management
Customer retention
Cross-functional Collaboration
Analytical Reporting & KPI Metrics
Upselling & Cross-selling
Customer Onboarding & Success
Product Support & Escalation Handling
Project Management
CRM: Freshworks, Zendesk, ServiceNow, Salesforce, Amadeus, Skyspeed, Navitaire
Data Tools: Looker Studio, Microsoft Excel, MS Office Suite
SaaS/IT Tools: Jira, Confluence, Postman, Helpdesk Platforms, Slack, Zoom, Microsoft Teams, Trello, Google Workspace, HubSpot
Timeline
Lead Customer Success Manager - North America
Phenom People
10.2025 - Current
Lead Customer Success & Support
Innovapptive Global Solutions
06.2022 - 10.2025
Support Engineer
Movate Technologies
05.2021 - 06.2022
Senior Customer Support Executive
Vistara Airlines (TATA SIA JV)
02.2018 - 12.2021
Customer Support Officer
IndiGo Airlines (IGT & IGA)
12.2014 - 02.2018
BBM - Shipping & Logistics
AMET University
MBA - International Trade & Supply Chain
Madras University
Declaration
I hereby declare that the information provided above is true and correct to the best of my knowledge and belief.