Nitish Murthy
Bangalore
Summary
Customer-focused professional with 10 years of experience in enhancing account value and satisfaction within SaaS environments. Expertise in strategic relationship management and technical solutions has led to successful long-term client partnerships. Proven ability to leverage customer analytics for actionable growth, consistently achieving retention goals and expanding account presence through effective communication.
Overview
11
11
years of professional experience
Work History
Technical Account Manager
Blue Yonder
12.2022 - Current
- Managed a portfolio of 20 accounts in the North American, EMEA and APAC region.
- Drove maximum customer satisfaction and retention by building strong, consultative relationships with key stakeholders, enabling them to achieve business goals through effective utilization of Blue Yonder products.
- Leveraged understanding of customer environments, and Blue Yonder products to provide tailored guidance and proactively address complex technical challenges.
- Provided expert guidance on best practices in a SaaS-based environment, acting as a trusted advisor.
- Collaborated effectively with internal product, sales, support, and engineering teams, translating customer feedback, requirements, and use cases into actionable insights that influenced product development and service improvements.
- Proactively identified and cultivated expansion opportunities within existing accounts through strategic engagement and compelling demonstrations of new Blue Yonder features and products.
- Guided customers through seamless technical onboarding and adoption of Blue Yonder products, conducting comprehensive training sessions to maximize solution value.
- Prepared and presented comprehensive business reviews to strategic customers, highlighting service achievements, demonstrating ROI, and fostering continued Partnership.
- A Panasonic Company
Client Service Manager
Akamai Technologies
Bangalore
06.2021 - 11.2022
- Primary point of contact for UK and Middle East customer base.
- Manage and escalate business & service issues as per the contract terms.
- Working closely with the Sales team to drive customer success and achieve business objectives.
- Driving product adoption based on customer's product utilization.
- Performing complex migrations of customer's digital assets to ensure smooth service transition post contract renewals and product upgrades.
- Advocating Customer requirements and expectations within Akamai.
- Contribution to Regional and Global Customer programs.
- Accomplishing KPI targets set around responsiveness, proactivity, quality, compliance and revenue.
- Prepare and Present Service Achievements through Business Reviews to the customers on timely basis.
- Driven opportunity management and organized GEO wide customer trainings.
- Training the customers on how to use Akamai Services for their Business.
- Mentoring and training new hires in the account management team.
- Bangalore
Associate Client Service Manager
Akamai Technologies
Bangalore
04.2020 - 06.2021
- Bangalore
Account Service Manager
Akamai Technologies
Bangalore
06.2017 - 03.2020
- Bangalore
Technical Support Associate
IBM India Private Limited
Bangalore
06.2015 - 06.2017
- Focal point within the enterprise for all escalation and communication activities.
- Ensuring that the best possible levels of service quality and availability are maintained according to SLAs. Publishing daily, weekly, and monthly SLA reports to the management.
- Handle high priority incidents, such as sev1, sev2 and co‐ordinate with multiple resolver groups. As part of the incident management team.
- Contribute articles and conduct Knowledge Management sessions along with the KM Focal.
- Bangalore
Trainee Engineer
KPIT
Pune
11.2014 - 05.2015
- Trained on SAP Business Objects XI4.1 (Administrator).
- Trained on SAP Enterprise Reporting, Query and Analysis, worked on Crystal Reports and SAP.
- Pune
Education
Bachelor of Engineering - Telecommunications
T John Institute Of Technology
Bengaluru, India07-2014
Skills
- Strategic thinking
- Business communication
- Engineering collaboration
- CRM proficiency
- Agile methodologies
- Process improvement
- Product adoption
- Presentation skills
- Content Delivery networks
- Supply chain management
Accomplishments
- Played a pivotal role in designing the Newsletters for TAM team in Blue Yonder.
- Delivered Akamai portal webinar to over 1000 customers across EMEA region.
- Played a pivotal role in launching Akachat - an Akamai chat tool to support customers.
- Awarded first prize in Akamai wizards challenge for submitting an idea about automation.
- Awarded Individual Champ Award for Top Performer for H1 2016 in IBM.
- Awarded the Stack Topper for H1 2016 in IBM.
- Awarded Individual Champ Award for Customer Satisfaction Champ for the year 2016.
Timeline
Technical Account Manager
Blue Yonder
12.2022 - Current
Client Service Manager
Akamai Technologies
06.2021 - 11.2022
Associate Client Service Manager
Akamai Technologies
04.2020 - 06.2021
Account Service Manager
Akamai Technologies
06.2017 - 03.2020
Technical Support Associate
IBM India Private Limited
06.2015 - 06.2017
Trainee Engineer
KPIT
11.2014 - 05.2015
Bachelor of Engineering - Telecommunications
T John Institute Of Technology