Freshdesk, Zendesk, Slack, JIRA, Confluence
Murali Polamuri
Customer Success Manager with SaaS specialization
Hyderabad,TG
Summary
Accomplished Scrum Master with a proven track record at OPTIT Technologies, enhancing team productivity and project delivery through expert application of Scrum Framework and Project Management. Achieved a 30% increase in customer subscriptions at San Technologies by leveraging Salesforce and stakeholder management skills. Demonstrates exceptional leadership and problem-solving abilities, significantly improving client satisfaction and operational efficiency.
Overview
8
8
years of professional experience
1
1
Certificate
Work History
Scrum Master
OPTIT Technologies Private. Limited
11.2023 - 04.2024
- Managed product backlog effectively, prioritizing high-value items for faster completion.
- Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
- Conducted daily stand-up meetings, sprint planning sessions, and sprint reviews, ensuring effective communication among team members.
- Developed custom Scrum boards for better task tracking and transparency within the team.
- Collaborated with Product Owners to refine requirements and ensure alignment with business goals.
Client Success Manager
San Technologies Private. Limited
09.2022 - 11.2023
- Delivered in-depth product demos that led to a 30% increase in new customer subscriptions
- Collaborated with engineering and product teams to ensure 96% of client issues were resolved within SLA
- Contributed to a SaaS product launch, which resulted in a 50% increase in conversions
Customer Success Consultant
Mench Technologies Private Limited
11.2019 - 09.2022
- Leveraged SaaS solutions to solve client problems, increasing satisfaction rates by 30%
- Implemented a scalable client onboarding process, reducing churn rate by 20%
- Increased product up-sell opportunities by 25% through strategic communication initiatives
- Took ownership of critical incidents, coordinated with resolution parties, and established effective communication for post-incident reviews.
Customer Support Officer
SD Traders Private Limited
11.2016 - 09.2018
- Recommended products to customers, thoroughly explaining details.
- Managed high call volumes while maintaining composure and professionalism under pressure.
- Collaborated effectively with other departments to handle escalated customer issues, resulting in swift resolutions.
Technical Coordinator
Atria Convergence Technologies
11.2015 - 06.2016
- Developed a knowledge base for FAQs that decreased average call handling time by 20% through improved self-service options for customers.
- Collaborated with cross-functional teams for seamless integration of technology solutions, improving overall productivity.
- Implemented feedback surveys post-support interaction that provided critical data, aiding the continuous enhancement of service quality.
Education
Bachelor of Arts - Arts And Entertainment Management
Dr. B.R. Ambedkar University
Hyderabad, India 04.2001 -
Skills
Salesforce, HubSpot, Zendesk, Intercom, Freshdesk, Gainsight
Software
Google Analytics, SQL, Excel, Power BI
Windows, MacOS, MS Office Suite, Google Suite
Certification
Certified ScrumMaster® (CSM®), Scrum Alliance
Accomplishments
- Supervised team of 15-20 staff members.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementWork from home optionWork-life balanceHealthcare benefitsTimeline
Certified ScrumMaster® (CSM®), Scrum Alliance
06-2024
Scrum Master
OPTIT Technologies Private. Limited
11.2023 - 04.2024
Client Success Manager
San Technologies Private. Limited
09.2022 - 11.2023
Customer Success Consultant
Mench Technologies Private Limited
11.2019 - 09.2022
Customer Support Officer
SD Traders Private Limited
11.2016 - 09.2018
Technical Coordinator
Atria Convergence Technologies
11.2015 - 06.2016
Bachelor of Arts - Arts And Entertainment Management
Dr. B.R. Ambedkar University
04.2001 -
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