Shireesha Purra
Kochi
Summary
- A Certified Gainsight Administrator(Customer Success- Level 3), And One of the early member to work in Gainsight PX product who knows every basic detail in PX and CS. Highly skilled Gainsight Administrator with an impressive background specializing in administrative work and customer support.
- Recognized for problem solving, Critical, and analytical thinking, adept at generating reports and insights that support data-driven decision-making for leadership.
- Dedicated to creating CS team environments conducive to optimal workflow and success.
- Bringing forth the ability to support and stimulate team stability and growth.
Overview
6
6
years of professional experience
Work History
Program Manager - Gainsight
IBM India Pvt Ltd
Bengaluru
11.2023 - Current
- Apptio company was acquired by IBM, worked with various POCs from the IBM to comply both Gainsight CS and PX instances with the IBM policies.
- Performed data analysis for a key intiative led by CCO of Apptio, to understand the churn reasons to improve the renewals in the future. Sourced the data from various platforms, connected, analysed and provided with the top reasons of the churn and areas of the improvements. Also suggested the necessary steps to improve renewals.
- Played key POC role in all the migrations of the Apptio systems to IBM systems.
- Revamped the entire usage tracking which was configured from the Apptio backend systems to Amplitude via Segment.io.
- Revamped the CHS metrics in Gainsight with the accurate usage data.
- Initiated and configured the renewal notifications via JO for the internal teams to notify of the risky customers.
- Configured and launched various In-app training guides using the Gainsight PX to improve the onboarding experience for the users.
- Served as a key POC for all the Amplitude related issues and queries for the CS team.
- Worked with the various cross functional teams to improve the experience for the CSMs, and reduce their effort to look for accurate data.
Senior Business Analyst - Gainsight
Apptio
Bengaluru
07.2023 - 11.2023
- Served as a Gainsight Administrator for both CS and PX platforms.
- Revamped the crucial Gainsight features such as customer health scorecard and successplans.
- Initiated a customer newsletter program using via the Journey Orchestrator feature within Gainsight.
- Worked with the engineering teams to configure Gainsight PX to enable usage tracking
Sr Gainsight Administrator
Cvent India pvt ltd
Gurgaon
03.2022 - 06.2023
- Served as a dedicated Gainsight Administrator in a fast-paced office.
- Performed a range of administrative duties from maintaining production environment to configure very crucial logics.
- Trusted to analyze and interpret data, and provide accurate reporting.
- Problem solved for each department and met strict deadlines.
- Supported an efficient production system in a fast paced environment by accurately processing all new configuration requests, and delegating tasks as each order required.
Technical Support Analyst - L2
Gainsight
Hyderabad
03.2021 - 02.2022
- Managed front-end debugging with the very best investigation and implementation skills.
- Very close work with Development team to provide them with bug resolutions, logics, suggested product changes etc.
Support Analyst L1
Gainsight
Hyderabad
08.2020 - 03.2021
- Managed front-end debugging of Gainsight PX and CS products, managed Integrations, APIs between both PX and CS and External products as well.
- Efficiently provided the issue resolutions within time and managed to get good customer CSAT surveys every-time.
Associate Support Analyst
Gainsight
Hyderabad
06.2019 - 08.2020
- As a Graduate Hire, I was the only one among all the hires to secure a position in the Gainsight PX and CS product as associate support analyst, which gave me an opportunity to get expose to two main products of the leading customer success company.
- Worked to motivate and support all creative staff, resulting in excellent workflow and productivity.
Education
Btech - Electronics and communication Engineering
Mahatma Gandhi Institute of Technology
Hyderabad04.2019
Diploma -
Govt. Polytechnic for Women
Nizamabad05.2016
Skills
- Gainsight administration
- Data Analysis
- Usage tracking
- Reporting and analytics
- Cross functional collaboration
- Microsoft Office360 tools
- Time Management
- Leadership
- Multitasking
- Communication
- Adaptability
- Ability to Work Under Pressure
- Analytical Thinking
- Project Management Skills
- Customer Service
- HTML
- CSS
- JS
- Python
- SQL
- Android Development
- IOS Development
- Microsoft Excel
- Java
Tools
- Gainsight CS, Gainsight PX, Salesforce, Gong.io, Tableau, Amplitude, Pendo, Snowflake, Amazon S3, Segment.io, Monday, Jira, MS Office tools
Accomplishments
- Won the super star award for solving various usage tracking problems at Apptio.
- Received spot awards for revamping the CHS processes, streamlining the user experience for CS teams.
- Won Agent of the quarter two times in a row
- Received spotlight awards multiple times for helping teammates.
- Won third place in Hackathon conducted by Gainsight
References
References available upon request.
Hobbies and Interests
- Cricket
- Reading
- Learning new tools
- Football
Languages
- English
- Telugu
- Hindi
- Malayalam
Personal Information
- Husband's Name: Rinton Vinny
- Father's Name: Sidda Ram Reddy Purra
- Mother's Name: Manjula Purra
- Date of Birth: 08/03/1998
- Gender: She/Her
- Nationality: Indian
Timeline
Program Manager - Gainsight
IBM India Pvt Ltd
11.2023 - Current
Senior Business Analyst - Gainsight
Apptio
07.2023 - 11.2023
Sr Gainsight Administrator
Cvent India pvt ltd
03.2022 - 06.2023
Technical Support Analyst - L2
Gainsight
03.2021 - 02.2022
Support Analyst L1
Gainsight
08.2020 - 03.2021
Associate Support Analyst
Gainsight
06.2019 - 08.2020
Btech - Electronics and communication Engineering
Mahatma Gandhi Institute of Technology
Diploma -
Govt. Polytechnic for Women