Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Nandini Diagarajan

Technical Account Manager
CHENNAI

Summary

Results-driven Technical Account Manager with extensive experience in developing and implementing custom solutions for over 20 enterprise clients, leading to increased customer satisfaction and reduced support tickets. Expertise in providing actionable insights to sales teams, boosting upsell opportunities, and conducting strategic reviews that increase contract renewals by 15%. Proven track record in building SaaS B2B communities from the ground up, coupled with strong technical writing skills. With a proven track record in building SaaS B2B communities and strong technical writing skills, product communication, localization, content strategy, and problem-solving. Organized impactful events, webinars, and newsletters to drive product adoption and support organizational growth.

Overview

11
11
years of professional experience
3
3
years of post-secondary education
3
3
Certifications

Work History

Technical Account Manager

Kissflow
Chennai
01.2024 - Current
  • Led development and implementation of custom-tailored solutions for 20+ clients, increasing customer satisfaction and reducing support tickets.
  • Provided opportunities and insights to sales team, resulting in increase in upsell and cross-sell opportunities.
  • Conducted quarterly business reviews with senior management and C-level executives, leading to 15% increase in contract renewals.
  • Monitored and reported on customer health metrics, ensuring timely support and interventions, improving user adoption rates and reducing churn rates.
  • Gathered valuable feedback from clients for continuous product development and enhancement efforts.
  • Improved customer retention through proactive relationship management and regular feedback sessions, boosting Net Revenue Retention (NRR).
  • Stayed ahead of industry trends and product developments, proactively addressing customer needs and reducing issue resolution time by 10%.
  • Streamlined internal processes to improve efficiency within the Technical Account Management team.

Senior Community Manager

Kissflow
Chennai
04.2021 - 12.2023
  • Launched and managed customer and partner community, onboarding 500+ power users, leading vision, strategy, and execution. Led vision, strategy, content, and execution for seamless onboarding experience.
  • Led migration to third-party platform, integrating SSO, transferring 10,000+ conversations, and enhancing user experience with chat support.
  • Achieved 35% reduction in 1:1 chat within 6 months, and 50% increase in community queries and user-generated content.
  • Initiated closed beta program, boosting engagement by 10% and improving features based on targeted feedback.
  • Organized 20 webinars, 30+ community events, and 3 virtual conferences, driving product adoption and securing case studies and brand advocates.
  • Managed 10 Enterprise and 10 SMB accounts, driving cross-selling and expansion with tailored solutions and proactive communication.
  • Resolved 500+ support inquiries via community platform, maintaining average response time of under 1 hour.
  • Published monthly newsletters with 25% open rate and 5% click-through rate.
  • Primary contact for organizational and product communication, managing feature releases, feedback, maintenance, support, and newsletters.
  • Managed end-to-end product localization across 13 languages.
  • Created and managed editorial calendar for regular content updates, ensuring timely and relevant information was available to users.

Technical Writer

Kissflow
Chennai
02.2018 - 09.2020
  • Proved working within tight deadlines and fast-paced environment.
  • Participated in usability testing to understand user pain points, then addressed these issues through improved documentation and tutorial content.
  • Proficient in crafting clear UI text, toast messages, validations, error messages, system emails and style guides
  • Authored 11 customer case studies in 6 months.
  • Streamlined internal processes by creating detailed standard operating procedures for various departments.

Technical Writer

ZOHO Corp Pvt Ltd
Chennai
09.2015 - 01.2018
  • Published changelogs in community highlighting important updates and responded to their queries.
  • Expert in document editing, video script creation, and UI messaging.
  • Mentored and managed new technical writers.
  • Developed interactive product manual and FAQ portal adopted across multiple products in organization.
  • Conducted thorough document reviews to identify inaccuracies, inconsistencies, or areas needing clarification

Catalog Associate

Amazon
Chennai
07.2013 - 08.2015
  • Introduced performance audit parameters and contributed to development of standardized procedures for catalog management, resulting in improved team productivity, higher quality standards, and reduced errors.
  • Managed vendor and warehouse workers relationships, working closely to resolve issues related to product listings or content inaccuracies.
  • Served as Single Point of Contact (SPOC) for 'High Volume' CTI, resolving tickets within 10-day timeframe for over 1.8 years without backup.
  • Automated tasks with macros, reducing manual workload.
  • Assisted in training new Catalog Associates, sharing expertise on best practices and company guidelines.

Education

Bachelors of Computer Application -

Stella Maris College
Chennai
06.2009 - 04.2012

Skills

  • Problem-Solving

  • Community Building

  • Technical Writing

  • Customer Relations

  • Strategic Planning

  • Project Management

  • Customer Service

Certification

Preliminary and Vantage level certifications in Business English, University of Cambridge, 2011

Accomplishments

  • Acknowledged with the R&R award for exceptional operational contributions at Amazon in 2014.
  • Awarded the Dukes of Dedication award for outstanding performance at Kissflow in 2019.
  • Received the Kissflow Trailblazer award for contributions to the Kissflow Community in 2022.

Timeline

Technical Account Manager

Kissflow
01.2024 - Current

Senior Community Manager

Kissflow
04.2021 - 12.2023

Technical Writer

Kissflow
02.2018 - 09.2020

Technical Writer

ZOHO Corp Pvt Ltd
09.2015 - 01.2018

Catalog Associate

Amazon
07.2013 - 08.2015

Bachelors of Computer Application -

Stella Maris College
06.2009 - 04.2012

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Nandini DiagarajanTechnical Account Manager