Summary
Overview
Work History
Education
Skills
Timeline
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Raghavender Shyam

Customer Success Manager
Chennai

Summary

Strong leader and problem solver with over 9 years of experience building relationships with customers to ensure their success. Proven ability to identify customer needs and act as a trusted advisor to drive product adoption and maximize customer lifetime value. Extensive experience consulting across 3 continents (North America, Europe and Asia).

Overview

11
11
years of professional experience
7
7
years of post-secondary education

Work History

Head of Customer Success

CASA Retail AI
12.2020 - Current
  • Acted as SPOC for customers post sales, delivering bespoke CRM and loyalty programs, executing tailor-made campaigns using CASA's AI-driven Mar-tech solutions to improve ROI, increase ticket size, boost customer retention and reduce churn
  • Developed and executed successful client onboarding programs, resulting in increased satisfaction rates and faster time-to-value realization for new customers.
  • Managed entire portfolio of clients with over 90% retention year-on-year.
  • Provided comprehensive training programs for Customer Success team members, ensuring high-quality service delivery across all touchpoints.
  • Led cross-functional teams in the design and execution of customer success initiatives, resulting in higher client satisfaction scores.
  • Served as primary escalation point for resolving complex client issues, restoring trust in company products/services when needed.

Senior Solutions Consultant

Hyland Software UK Ltd
01.2017 - 12.2020
  • Developed and implemented technical solutions across 3 continents and 8 countries, from small corporations to Fortune 500 companies.
  • Managed multiple large-scale projects simultaneously, ensuring timely completion and meeting clients'' expectations.
  • Designed and developed custom off-the-shelf solution for large hospitals, resulting in 6x faster check-in times for outpatients.
  • Implemented fully digital solution for Radiology triaging, saving over £10,000 annually in paper and printing costs per clinic.
  • Built a reputation as a trusted advisor among clients, providing expert guidance and recommendations on best-fit solutions for their business needs.

Business Consultant

Hyland Software
06.2016 - 01.2017
  • Developed cross-vertical custom business process solutions.
  • Identified key requirements by leading discovery sessions with key stakeholders.
  • Implemented Loan Processing application using Low-Code Case Management tools, enabling up to 3x quicker processing times for a Multinational Agricultural Bank.

Experienced Associate

PwC
09.2014 - 02.2016
  • Collaborated with other members of the team to ensure projects were completed on time and within budget.
  • Led workshops with clients to gather requirements and enhance business processes.

Software Engineering Intern

Philips Healthcare
01.2013 - 11.2013
  • Optimized code to increase software performance.
  • Collaborated with a team of senior software engineers to design and develop efficient software solutions.
  • Debugged software applications to identify and fix errors.

Education

Master of Science - Computer And Information Sciences

Case Western Reserve University
Cleveland, Ohio
09.2011 - 08.2014

Bachelor of Science - Information Technology

Anna University
Chennai, TN
07.2007 - 05.2011

Skills

    Analytical Skills

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Timeline

Head of Customer Success

CASA Retail AI
12.2020 - Current

Senior Solutions Consultant

Hyland Software UK Ltd
01.2017 - 12.2020

Business Consultant

Hyland Software
06.2016 - 01.2017

Experienced Associate

PwC
09.2014 - 02.2016

Software Engineering Intern

Philips Healthcare
01.2013 - 11.2013

Master of Science - Computer And Information Sciences

Case Western Reserve University
09.2011 - 08.2014

Bachelor of Science - Information Technology

Anna University
07.2007 - 05.2011

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Raghavender ShyamCustomer Success Manager