RAMYA RAMAKRISHNAN

Summary

Progressive Customer Success manager offering experience across multiple operational domains covering process development and documentation, SaaS sales and customer satisfaction, quality control, and project management.

Overview

11

years of professional experience

7

years of post-secondary education

6

Languages

Work History

Customer Success Manager

StartUs GmbH

01.2021 - Current

Collaborated with the product team to enhance the user experience, resulting in a 25% YoY increase in user engagement.
Provided critical data and insights to the CEO to develop a product roadmap that led to a 45% increase in Annual Recurring Revenue.
Worked with a cross-functional team to develop and improve innovative product solutions.
Defined key input metrics and developed data-driven strategies to optimize and evaluate product performance, resulting in an increase in adoption rates and customer retention.
Drove product and growth improvements through experimentation, resulting in a 15% increase in revenue and a 10% increase in customer satisfaction.
Presented solutions to multiple levels of client stakeholders, including C-suite executives, and received positive feedback on communication and engagement skills.
Monitored and oversaw customer inquiries, ensuring timely responses and a 97% customer satisfaction rate.
Liaised with product management to translate customer feedback into project requirements, resulting in a improved customer adoption of newly launched features.
Collaborated with team members across Europe to ensure consistency in handling global customers and implementation of new functionality, resulting in improved customer satisfaction and increased revenue.
Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Monitored metrics and developed actionable insights to improve efficiency and performance of the Customer Success team.
Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
Conducted periodic user training sessions to support customer understanding and product feature utilization

Country Operations Head

Educaro GmbH

10.2019 - 01.2021

Coordinated operations across Asia and Europe
Set-up global process framework and developed in-house workflow and MIS tool
Developed user stories for development of MIS SAAS
Supported German counterparts on partnership contracts and negotiations
Developed operational documents in German and onboarded over 50 partners across the globe in Educaro processes
Conducted policy research and implementation strategies for product launch in 4 South East Asian countries
Set-up digital development department in India
Analyzed local and global legislative frameworks to develop partnership models and contractual models for the organization and other stakeholders

Country Executive

Educaro GmbH

05.2019 - 10.2019

Analyzed global policy and developed clear operational processes for collaboration across continents
Set-up clear communication processes across various departments for optimal coordination
Evaluated business risk in process and design mitigation measures

Assistant Manager EHS

EHS Consultants

09.2018 - 05.2019

Successfully implemented IMS System and OHS Best Practices by finding the gaps in the working system related to the ISO 14001, OHSAS 18001, ISO 45001 and ISO 9001 standards
Developed global EHS strategy for a range of industries including pharmaceutical, construction, manufacturing industries
Created documentation for IMS including apex manual, procedures and formats, work permits and work instructions
Created compliance management system including creating legal compliance tracker
Supported the business units in change management, incident management including undertaking root cause analysis and develop appropriate learning alerts
Imparted Internal auditor, awareness, legal requirement and top management trainings
Conducted HIRA, Aspect Impact Analysis, Risk and opportunities studies, lifecycle analysis of products and processes for various companies

Freelance

06.2017 - 09.2018

Developed, implemented the safety training programs to ensure an accident-free work environment and to enforce safety and health policy procedures
Performed routine audits to check compliance at company facilities and determined corrective or preventative measures where indicated and followed up to ensure measures have been implemented
Implemented, and supervised safety, environmental, accident and fire protection programs in compliance with company safety program standards, state and OSHAS regulations
Conducted HIRA, risk and opportunity studies and trained client personnel to properly assess hazards and associated risks
Developed plans for business continuity and disaster incident management

EHS Executive

EHS Consultants

09.2012 - 09.2013

Conducted ISO 14001 and OHSAS 18001 internal audits and developed Integrated Management System (IMS) in line with the standards
Supported the business units in conducting incident investigations, undertake root cause analysis and develop appropriate learning alerts
Developed in house training material, organized and conducted in house training and maintain training record
Reviewed, implemented, and maintained EHS management system
Planned and organized EHS related activities or events to promote and educate staff on good safety culture and good work practices

Education

Masters - Industrial Pollution Control

National Institute of Technology, Surathkal, India

01.2010 - 04.2012

Bachelor of Technology - Biotechnology

Visvesvaraya Technological University, Bangalore

01.2005 - 04.2009

Skills

Regulatory Research and ComplianceBudgetingNDA, RFP preparationResource PlanningStakeholder ManagementAgileProject Management

Pipedrive, SalesForce, and Hubspot CRM

Atlassian JIRA

Microsoft Excel

Atlassian ConfluenceOffice 365 SharePointLinkedIn Sales Navigator

Accomplishments

German C1 level completed at Deutschkolleg Stuttgart with score “sehr gut”
NEBOSH IG Certificate
Best performer of the year at EHS Consultants 2018-2019

Timeline

Customer Success Manager - StartUs GmbH

01.2021 - Current

Country Operations Head - Educaro GmbH

10.2019 - 01.2021

Country Executive - Educaro GmbH

05.2019 - 10.2019

Assistant Manager EHS - EHS Consultants

09.2018 - 05.2019

Freelance -