Pallavi Chikkamagalur Prakash

Lead Customer Success Operations Analyst -

Liaise with Sales/Renewals, Finance, Sales, Marketing and other teams collaborating and/or interlocking with Customer Success with respect to Net Retention, Churn, Renewals and Cross Sell/Up Sell efforts.

Spearheaded automation of Automated Plan Creation upon Deal closures to ensure no delays.

Examine customer data to enhance customer satisfaction and retention and monitored Activitiy trackers on plans to identify patterns and offer insights for improving the customer experience.

Collaborate with Informatica C-level executives & work with Customer Success leadership to support the Heal Desk program which identifies potential distressed customers and track corrective actions that will improve the probability of

customer retention - Product wise churn analysis/ Forecast - Around all parameters of Renewals / Mitigating the churn analysis.

Leverage existing Salesforce CRM and other tools to continually improve CS processes through automation, data enhancement and process tuning.

Creating reports and analyze data for patterns and ensuring effective data management and reporting on key metrics Analyze customer health trends via Cassini and maintain a dashboard of segmented customer accounts.

Enable the team post system enhancements for better performance.

Lead Renewals Operations Analyst ( Subscriptions ) -

Ensure Data Sanity and Quality of data flowing into customer success platform to achieve efficiency, smart customer interactions.

Spear headed project on Process Automation for Quotation creations and subjective renewal consideration for Subscription Management Group which ensured saving manual efforts of Data analysts and Renewal reps

Reconciling Available to Renew across CRM systems : SFDC and BI Tools

Preparing Customer Adoption & Renewal Board Deck with expansion business data, consumption business data, renewals business data.

Verify Renewal Rates on Closed deals, to identify nuances and streamline the process and to forecast the data in Board Deck.

Spearhead Projects: Churn Analysis, Upsell Evaluation, Data Reconciliations, Deal Debrief Analysis, Annual Recurring Revenue Realization, SPIFF Validation

• Handled complete renewal cycle
• Perform data cleansing/normalizing and provide analysis and trends focusing on Sales data across APAC and EMEA
• Handled a team of 6 and ensured the sales and operating procedures for our Point of Sales reporting are being followed
• Lead the QA analysis team, to educate and adhere to the process

• Handled data alignment, data cleansing, and data mapping and update engagement
• Quotation and modification for renewals
• Trained new joiners on the renewal process
• Documented the renewal process (SOP) and the team used it as a go to document

• Charges expenses to accounts and cost centres by analysing invoice/expense reports, recording entries

• Identifying the customer data from Database for future renewals and purchases
• Quotation modifications, pricing, and discounting licenses with communication with Stake Holders
• Reconcile the data processed to derive at the values renewed and forecasted

• Worked on Sun Microsystems database (Oracle 11i) to understand the servers/systems configurations and data migrations to Oracle R12
• Performed key role on testing the concepts and the processes at the time when the sun process was integrated with Oracle Corporation
• Successful identification of process bugs and resolving the same through AIT team and fix the issues to standardize sun process