Paneendra Veeravelli

• Oversaw Gainsight daily operations and system performance, ensuring the integrity and functionality of the system.
• Responsible for internal communication on system, including bug fixes and new features.
• Owned the development and maintenance of Journey Orchestrator programs to support tech-touch customers.
• Created automated workflows for business processes to improve efficiency and efficacy of the Customer Success team.
• Recommended and prioritized implementation of new features and functionality.
• Worked in an agile and dynamic environment to facilitate timely responses to changing project requirements.
• Collaborated with Operations Team and CSM stakeholders on key projects.
• Worked with internal systems team and Gainsight support to address break/fix issues and bugs.
• Provided technical and functional support to users of Gainsight and related applications.
• Actively participated in change management to support program rollouts in partnership with Sales Operations and other business operation teams.
• Elicited continuous system and process improvement requirements using cross-departmental workshops, use cases, process documentation, business analysis, and task and workflow analysis.
• User Management: Manage user access, permissions, and roles within Gainsight, ensuring optimal platform utilization.
• Automation Rules: Design and implement automation rules to streamline processes and enhance efficiency.
• Data Management: Oversee data integration, validation, and cleansing processes to maintain accurate and reliable information within Gainsight.
• Reporting and Dashboards: Develop and maintain reports and dashboards to provide insights into customer health, engagement, and success metrics.

• Global expert for the product – Learning Express Library.
• Provide Complete Ownership for Level 1, Level 2 and Level 3 Clients Post Sales >Implementations> Delivery.
• The Onboarding process involves – setting up customer accounts, provide access information and educating customers on various products through training videos and PPT's.
• Provide product usage analysis as per customer’s request and help them aspects of improving
  usage.
• Creating Training videos and PPT's for new recruits.
• Submit usage report of selective customers to the Team Manager for review.
• Collaborate with Sales, Development, Order Management and Product Management teams to
  improve customer’s product experience.
• Enhanced customer satisfaction by resolving complex technical issues efficiently and effectively.
• Coordinated after-hours emergency support as needed, demonstrating flexibility and dedication towards ensuring client satisfaction at all times.
• Provided exceptional customer service by maintaining a high level of professionalism and empathy during all interactions.
• Contributed insights from frontline support experiences during product development cycles, aiding the creation of more user-friendly solutions.
• Reduced escalations to higher-level support tiers through thorough troubleshooting and effective communication with customers.
• Served as SME and as main POC for administering the SOFT tool(Sales Order Fulfillment tool).

• Receive incoming client requests via phone and provide resolution within SLA.

• Collaborate with field technicians to resolve customer’s concern.

• Help the clients in understanding a product’s use and upsell new products. • Troubleshoot connectivity issues.

• Receive incoming client requests via phone and provide resolution within SLA.

• Make a note of callers concern and transfer them to appropriate team.