Open To Work
Hi, I’m
Prudhviraj Gutla
Hyderabad
Work Preference
Summary
Customer Success Manager with extensive experience at Salesforce, utilizing Tableau and SQL to enhance customer satisfaction and drive product adoption. Proven ability in performance optimization and relationship management, delivering impactful business reviews and training sessions. Committed to ensuring clients meet strategic objectives through effective support and engagement.
Overview
14
years of professional experience
Work History
SalesforceHyderabad
Customer Success Manager
06.2024 - Current
Job overview
- Established and nurtured strategic relationships with enterprise customers to enhance Tableau adoption and utilization.
- Conducted onboarding sessions, success reviews, and roadmap planning to align Tableau capabilities with customer objectives.
- Collaborated with cross-functional teams such as Sales, Support, and Product to advocate for customer needs.
- Delivered executive-level business reviews that highlighted ROI, usage metrics, and adoption trends.
- Monitored customer health scores proactively, identified risks, and executed mitigation strategies to ensure retention.
- Facilitated enablement workshops and virtual instructor-led training sessions to enhance Tableau knowledge across user roles.
- Managed renewals and expansion opportunities by emphasizing business value and fostering satisfaction.
- Documented and disseminated best practices, case studies, and success playbooks to optimize customer outcomes.
Salesforce TableauHyderabad
Premium Support Engineer
02.2021 - 05.2024
Job overview
- Provide advanced technical and customer success support for Tableau products (Desktop, Server, Online) to enterprise-level clients.
- Act as SME on Tableau, mentoring junior engineers and guiding customers on best practices.
- Manage high-impact executive & complex technical incidents, ensuring faster restoration of services and preventing escalations.
- Collaborate with cross-functional teams to drive root cause analysis (RCA), create action plans, and enhance support processes.
- Contribute to knowledge base articles, training materials, and customer self-service support.
- Drive 100% CSAT-focused engagement, ensuring timely communication on high-priority issues.
- Conduct VILT training sessions for creators, explorers, and administrators.
- Partner with Account Executives and Tech Leads to ensure customer success and proactive engagement.
- Expertise in licensing issues, log analysis, and Fiddler trace troubleshooting.
CA Technologies (Broadcom)Hyderabad
Technical Support Engineer
02.2015 - 10.2019
Job overview
- Installed and supported CA ITCM, SCCM, CA Service Desk, and CA CCA in enterprise environments.
- Managed system integration, performance tuning, authentication (LDAP, SSO, AD, SAML), and backup processes.
- Worked on REST API integrations between products.
- Coordinated with product engineering to resolve defects and enhance customer success.
- Created technical documentation and training videos to assist customers.
HSBCHyderabad
IT Helpdesk Engineer
06.2012 - 10.2013
Job overview
- Handled service desk operations, ticketing, and troubleshooting.
- Resolved networking, OS, and security software issues for enterprise clients.
- Provided remote desktop support and system configurations.
Education
All India Institute of Science and Technology
Bachelor of Science from Computer Science
Skills
- Tableau and SQL
- Data visualization
- Performance optimization
- Cloud services (AWS and Azure)
- Salesforce
- Operating systems (Windows, Linux, Ubuntu, CentOS)
- Networking protocols (DHCP, DNS, LDAP, SAML)
- Active Directory management
- Monitoring tools (Splunk, Perfmon, Fiddler, Wireshark)
- Backup solutions (Arcserve Backup)
- IT management tools (CA ITCM, CA CCA, CA Service Desk, SCCM)
- Web technologies (HTML, CSS, XML
Accomplishments
- Tableau Server Certified Associate
- Certified Salesforce associate
- Certified Salesforce AI Associate
- Recognised for mentoring and training new hires on Tableau and enterprise support processes.
- Consistently exceeded KPI targets and customer satisfaction scores.
Timeline
Customer Success Manager
Salesforce
06.2024 - Current
Premium Support Engineer
Salesforce Tableau
02.2021 - 05.2024
Technical Support Engineer
CA Technologies (Broadcom)
02.2015 - 10.2019
IT Helpdesk Engineer
HSBC
06.2012 - 10.2013
All India Institute of Science and Technology
Bachelor of Science from Computer Science