Rathna Pondy
Chennai
Summary
Client-focused professional dedicated to ensuring customer satisfaction, loyalty, and overall success. With a strong blend of interpersonal, communication, and problem-solving skills, they proactively engage with customers, address concerns, and provide valuable insights.
Overview
4
4
years of professional experience
Work History
Customer Success Manager - Implementations
Clazar
Chennai
10.2024 - Current
- Provided customer onboarding and training to ensure successful product adoption.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Conducted regular check-ins with clients to ensure their needs were met.
- Created reports outlining customer usage and retention metrics.
- Delivered presentations on product features, benefits, and value propositions at conferences or webinars.
- Monitored competitor activities in order to stay ahead of the curve in terms of customer service offerings.
Customer Success Specialist
Freshworks
Chennai
01.2022 - 10.2024
- Engage proactively with customers using the engagement model (based on customer segment) laid out
- Understand and document customer business flow (for large customers) and have a deep understanding of use cases
- Have deep product knowledge of all product lines. Ability to showcase product demo + work out solutions for business use cases using best product-fit
- Aligning with key customer stakeholders to establish a stronger customer relationship management program (stakeholder mapping)
- Evaluate how customers manage their product suite investment & identify efficiency and effectiveness gains.
- Promote awareness of the latest innovations Freshworks is releasing (products/features in pipeline)
- Work with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support etc.) to ensure customer’s issues/solutions are addressed
- Working with Program Manager (Customer Success) to derive data driven insights/intelligence to run focused and result-oriented customer engagement programs. Understanding of SaaS metrics and
- Own two key metrics (Increase Product-Adoption & Customer Retention)
- Implement and support compliance to Freshworks compliance and information security processes
Customer Success Manager - Intern
Tekie
banglore
05.2021 - 09.2021
- Customised customer experiences to build brand loyalty.
- Actively listened to customers to fully understand requests and address concerns.
- Engaged with customers to better understand needs and deliver excellent service.
- Achieved service time and quality targets.
- Diffused challenging situations using conflict management techniques.
Business Development Associate
Byjus
Banglore
10.2020 - 05.2021
- Think and Learn Private Limited (TTL) is an educational technology company based in India
- Generate leads through various channels, including cold calling, emails, and social media.
- Conduct presentations and product demonstrations to potential clients.
- Clearly articulate the value proposition of BYJU'S products and services.
- Close deals and achieve sales targets.
- Collaborate with internal teams to ensure smooth onboarding and implementation processes.
Education
MBA Specialised at Marketing & HR - Marketing & HR
SNMV IM
03.2020
B.sc Computer Science -
Bishop Heber college of Arts and Science
03.2016
HSC - Biology
RSK HR Sec School
Trichy05.2013
10th STD -
RSK Hr.Sec School
05.2011
Skills
- Customer Retention
- Account Management
- Empathy & Problem Solving
- Product Knowledge & Data Analysis
- Cross-Functional Collaboration
- Proactive Engagement
- Renewal Management
Accomplishments
- Rewarded for Maximum number of Demos in the Month of February and sales achievement. (Byjus)
- Highest number of Mitigations for the Year 2022 has enabled me In getting promoted in the year Appraisal Schemes.
- Received the product champion award in Q2 and Q4 of 2022 ad Q1 of 2023 at Freshworks for the lowest churn.
- Recognized for the lowest churn in 2022, ending the year with an overall churn attainment of 180%.
- Customer advocacy and references as the testimonial of effective engagement.
- Engaging the customers regularly through review calls and success plan discussions to make sure that they adopt the product to its fullest potential.
- Monitoring L2 tickets and NPS surveys to ensure that the customers are happy with the service.
- Bridge the gap between the customer and the other internal stakeholders.
Timeline
Customer Success Manager - Implementations
Clazar
10.2024 - Current
Customer Success Specialist
Freshworks
01.2022 - 10.2024
Customer Success Manager - Intern
Tekie
05.2021 - 09.2021
Business Development Associate
Byjus
10.2020 - 05.2021
MBA Specialised at Marketing & HR - Marketing & HR
SNMV IM
B.sc Computer Science -
Bishop Heber college of Arts and Science
HSC - Biology
RSK HR Sec School
10th STD -
RSK Hr.Sec School
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