Summary
Overview
Work History
Education
Skills
Timeline
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Poornima Vijayakumar

Chennai

Summary

Results-oriented Customer Success Manager with 8 years of a proven track record in driving client satisfaction, retention, and revenue growth. Adept at building strong relationships with clients to understand their needs and provide tailored solutions. Skilled in collaborating cross-functionally to ensure successful implementation and adoption of products or services. Possess excellent communication and problem-solving abilities to address challenges and enhance customer experiences. Committed to driving customer success through proactive engagement and continuous improvement initiatives.

Overview

20
20
years of professional experience

Work History

Customer Success Manager

Disprz
Chennai
03.2023 - Current
  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
  • Onboard new customers through a systematic process and track client requests by filing accurate JIRA tickets and managing them in coordination with the Product and Engineering Support teams.
  • Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals and ensure the clients derive better ROI and value from the products and services.
  • Actively monitor and identify usage trends to uncover opportunities while recommending industry best practices for greater adoption.
  • Prepare necessary documentation or visuals for client to conduct business reviews; analyze trends in C-Sat/NPS scores to identify areas of improvement.
  • Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
  • Collaborated with cross-functional teams to develop strategies for driving customer success.
  • Created reports outlining customer usage and retention metrics.
  • Delivered presentations on product features, benefits, and value propositions at conferences or webinars.
  • Oversaw key customer relationships to close strategic opportunities.
  • Developed and implemented key account plans to meet customer needs and increase company profitability.
  • Identified new opportunities for growth within existing accounts, as well as potential new customers.

Customer Success Specialist

Freshworks
Chennai
02.2022 - 01.2023
  • Engage proactively with customers using the engagement model
  • Understand and document customer's business flow (for large customers) and deep understanding of use cases
  • Have good product knowledge of all product lines
  • Ability to showcase product demo + work out solutions for business use cases using best product-fit
  • Aligning with key customer stakeholders to establish a stronger customer relationship management program (stakeholder mapping)
  • Evaluate how customers manage the Freshworks product suite investment & identify efficiency and effectiveness gains
  • Promote awareness of the latest innovations Freshworks is releasing (products/features in pipeline)
  • Work with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support etc.) to ensure customer's issues/solutions are addressed
  • Work with Program Manager (Customer Success) to derive data driven insights/intelligence to run focused and result-oriented customer engagement programs
  • Understanding of SaaS metrics and Own two key metrics (Increase Product-Adoption & Customer Retention)
  • Use customer management tool (Natero).

Senior Relationship Manager

Matrimony.Com
Chennai
01.2012 - 01.2013
  • Playing a vital role in handling the Premium Services and backend operations for Bharatmatrimony.com
  • Maintaining complete track records of the customers and the solutions offered
  • Responsible for on-the-job & off-the-job training to new recruits
  • Extensively assist the teammates in handling customer queries and offer timely solutions
  • Customer interactions through Phone, Email & Chat processes
  • Maintained 100% customer satisfaction by meeting deadlines
  • Ensure Daily / Weekly / Monthly reports are submitted on time
  • Initiate support for sales processes
  • Handling customer complaints and escalations
  • Accountable for handling Elite customer profiles
  • Complete study of client's profile and offer solutions that matches their expectations
  • Understanding their needs and preferences
  • Frequent customer visits and building engagement.

Test Engineer

JEEVAN TECHNOLOGIES Pvt LTD
03.2008 - 03.2009
  • Prepared Test cases and executing the test cases
  • Knowledge in Test Planning, Defect Reporting, Software Development Life Cycle
  • Expertise in Functionality Testing, Regression Testing and GUI Testing
  • Knowledge in CMM levels.

Senior Customer Support Officer

ALLSEC TECHNOLOGIES LTD
05.2004 - 10.2007
  • Outbound telemarketing process (Banking, Telecom and Direct TV)- US market
  • UK market Inbound telemarketing process - US market
  • Customer Service for Banking - US market
  • Shown consistent performance on productivity and quality
  • Set up and take training sessions under superior's instructions on products and quality norms to the entire team
  • Train, help and motivate new recruits in achieving the targets.

Education

Bachelor of Arts - Corporate Secretaryship

Ethiraj College For Women

Higher Secondary Course (HSC) -

Adarsh Vidyalaya Higher Sec. School

SSLC -

National Public School CBSE Board

Skills

  • Customer Account Management
  • Strategic Planning
  • Customer Retention
  • Stakeholder Management
  • Customer Needs Assessment
  • Negotiation
  • Customer Relationship Building
  • Customer Advocacy
  • Pipeline Development
  • Revenue Growth

Timeline

Customer Success Manager

Disprz
03.2023 - Current

Customer Success Specialist

Freshworks
02.2022 - 01.2023

Senior Relationship Manager

Matrimony.Com
01.2012 - 01.2013

Test Engineer

JEEVAN TECHNOLOGIES Pvt LTD
03.2008 - 03.2009

Senior Customer Support Officer

ALLSEC TECHNOLOGIES LTD
05.2004 - 10.2007

Bachelor of Arts - Corporate Secretaryship

Ethiraj College For Women

Higher Secondary Course (HSC) -

Adarsh Vidyalaya Higher Sec. School

SSLC -

National Public School CBSE Board

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Poornima Vijayakumar