Raghul Ganesh

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

May ’22 to till date with India Seed Ventures (New Relic)

Role: Customer Success Manager (May 2022 to March 2023) and Lead-Customer Success Manager (from March 2023 to date).

• Key Responsibilities:
• Using strong knowledge in handling B2B or B2C customers to provide them with the best solutions to their issues on the New Relic One (SAAS) platform.
• Handling more than 650 accounts in the commercial market space whose ARR is $25-$100K.
• Improving the customer retention percentage by creating multiple nurture campaigns to understand their pain points and reduce churn.
• Work with clients on their retention, educate them on the value of the platform, and help with adoption.
• Running NRQL queries to arrive at solutions to the customer’s issue.
• Increasing renewal rates through the renewal reminder campaign while simultaneously right-sizing the accounts by upselling. Creating a loyal, repeat customer base instead of one-time users.
• Onboard new customers and educate them on how to use the product. Have an in-depth understanding of the customer's needs and be responsible for communicating common customer behaviors to the sales, marketing, and product teams.
• Worked on disputes to advocate on behalf of the company and the clients where needed and handled internal investigations to support that. Driving regular sessions to handle disputes and escalations. The result of which let me have great cross-functional skills and internal network building.
• Worked with technical account managers to optimize adoption for customers while educating them with various demo and QA sessions.
• Providing customer service through various platforms and collaborating with customers across multiple geographical areas.
• Conducting various proactive campaigns to provide a better customer experience, increase visibility, and generate upsells and cross-selling opportunities.
• Constructing process documents, adding new regulations and practices as a part of growing the emerging team and fabricating a standard procedure.
• Advocate for the customer, being the voice of the customer, driving process improvements and automation of tasks by working with implementation teams based on customer feedback. Have an in-depth understanding of customer likes and dislikes about your products, which can be discovered through surveys, reviews, referrals, and more.
• I upgrade my technical acumen about New Relic's platform regularly with the help of internal training and examinations for any new product updates. Being up to date with the plans and pricing.
• Being a lead to the newly joined members of the team to facilitate their onboarding and make them proficient.
• Build relationships between customers and the technical teams.

Achievements:

• Started as a customer advocate and was promoted to lead within a year.
• Consistently achieved targets while maintaining ACR both for myself and the team.
• Successfully grew revenue while getting recognition for outstanding achievement at All-hands meetings.

Apr ’21 to Apr’22 with Freshsworks

Role: Senior Onboarding Specialist.

Key Responsibilities:

• Took ownership to onboard the customer by understanding their requirement and provided world class solutions.
• Shared the best practices to customer.
• Provided product training to customers and Coordinated with the customers on User Acceptance Training.
• Taking ownership of customers issues reported and seeing problems through to resolution.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Ensured proper recording and closure of all issues.
• Prepared accurate and timely reports.
• Documented knowledge in the form of knowledge base tech notes and articles.

Achievements:

• Started a weekly catch-up with our team to exchange issues and barriers, which was valuable to both me and my peers.
• In addition to teaching the new team members on the product, I developed a training plan and module that we now use to train our newly onboarded team members.

Mar ’18 to Mar ’21 with ADP Solutions Private Ltd

Role Held: Senior Implementation Consultant.

• Key Responsibilities:
• Onboarding of an ADP client into MNC products and services
• Perform activities such as project planning and management activities.
• Gathering partner requirement based on the country of implementation and liaise with client to get the same data as required.
• Conduct two wave testing involving various scenarios to perfection and get signed off.
• Schedule go-live activity with client and release payroll with the client.
• Share the knowledge to client about the product and educate them on how to process the payroll.
• Observe the project for 3 successful payroll release and then handover the project to support team.

Achievements:

• Have onboarded more than 20 clients in 2 years since joining the team.
• On those 20 client’s implementations includes more than 15 countries and fulfilled various requirements
• Was appointed responsible for a critical client whose requirements included lots of manual work and was successful in achieving go-live with this client who had more than 15 countries.
• Awarded as a senior implementation consultant within a year.
• Conducted several training sessions for new members of the team and monitor them on their 1stproject until go-live.

June ‘15 to Feb ‘18 with ADP Solutions Private Ltd

Role Held: Product Support Specialist

Key Responsibilities:

• Handle HR and payroll-related queries and issues for all UK-based clients.
• Been recognized for taking corrective decisions in critical situations and making sure corrective plans are in place for better handling of the situations.
• Been actively participating in daily communication with different parts of the business to understand the top issues and prioritize them.
• Have knowledge-sharing sessions within the team; make sure the team is aware of all the latest updates on both products and legislation.
• Handling cases daily from parts of the business and then prioritizing them after analyzing the situation and providing timely resolutions and updates.

Achievements:

• Received various forms of appreciation from clients and internally from other departments in the UK.
• Recognized for being a team player and among the top players in monthly and yearly statistics.

Dec ’14 till June ‘15 with Symantec Software and Service India Pvt Ltd

Role Held: Product Support Agent

Key Responsibilities:

• Handle inbound calls for Symantec Core products for all technical issues.
• Handling the Antivirus and security-related issues with the product
• Report new technical cases or product bugs to the product lead team.
• Work closely with the Tier 3 escalation team to understand and resolve critical cases without being escalated to improve the client experience.

Achievements:

• Received an award for outstanding performance for FY15 as a newcomer.
• Recognized for being a team player and team topper in monthly statistics.

Nov. ’11 through Dec. ‘14 with Sutherland Global Services.

Role Held: Subject Matter Expert

Key Responsibilities

• Provide technical, product and process assistance to front-line Line Consultants
• Manage and maintain daily, weekly, monthly, and quarterly data for client reviews.
• Handle Client Escalations
• Work efficiently Microsoft Excel and CRM tools.

Achievements:

• Was promoted to subject matter expert in 1 year.
• Was awarded the Gold Star Award for excellent Customer Service
• Was awarded multiple appreciations from clients and internal teams.
• Trained multiple batches of new hires in product and process.

• Date of Birth: 07/31/90
• Nationality: Indian