Narayana Guruprasad Rao

Over 3 years of experience in customer support with a strong focus on identifying product gaps, analyzing user feedback, and collaborating with cross-functional teams. Proven ability to translate customer needs into actionable insights, drive product improvements, and contribute to roadmap discussions. Additionally, I worked as a presales engineer, actively participating in solution selling, delivering technical presentations, and contributing to revenue generation by aligning product capabilities with customer requirements. Now seeking to leverage this combined experience to build customer-centric products as a Product Management Associate.

• Act as the primary point of contact for high-level partners, resolving critical customer issues and providing tailored solutions.
• Collaborate with the Revenue Growth team to conduct product demos and highlight key Zoho Books features that address customer needs, drive conversions, lead webinars, and feature-focused sessions to educate users, increase product adoption, and gather feedback for continuous improvement, and work closely with cross-functional teams to bridge customer feedback with product enhancements, contributing to roadmap discussions.
• Leverage support and presales experience to understand customer pain points, perform competitive analysis, and identify opportunities for product development.
• Multi-Channel Support:
  Provided customer support across three modes: started with email support, transitioned to live chat assistance, and then joined the call team.

• Conducted a specialized webinar for Canadian CPAs on managing sales tax in Zoho Books, enhancing product awareness, and enabling tax compliance best practices for accounting professionals.
• Leading the chat support:
  Based on my extensive experience and high-quality work, I was promoted to lead the chat support team.