RAMYA RAMAKRISHNAN
Customer Success Manager
Bangalore
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
11
years of professional experience
7
7
years of post-secondary education
6
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
01.2010 - 04.2012
Bachelor of Technology - Biotechnology
01.2005 - 04.2009
Skills
Regulatory Research and Complianceundefined
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 -
06.2017 - 09.2018
EHS Executive - EHS Consultants
09.2012 - 09.2013
National Institute of Technology - Masters, Industrial Pollution Control
01.2010 - 04.2012
Visvesvaraya Technological University - Bachelor of Technology, Biotechnology
01.2005 - 04.2009