Sahith Chalapati
Customer Success Manager
Summary
Highly motivated customer success manager with over 4.5 years of experience in providing high-level support to clients and Experience in payroll and HRIS Implementation for India, ME and US regions. Skilled in developing and managing internal processes and procedures to optimize HR services for the Organization. Possess exceptional communication and interpersonal skills with a proven ability to work independently and as a team.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
Work History
Customer Success Manager
Keka HR
06.2021 - Current
- Analyzed customer data to drive improvements in customer experience, identifying opportunities for increased satisfaction and product adoption.
- Led quarterly business reviews (QBRs) with key stakeholders to align product deliverables with client objectives and business goals, fostering long-term partnerships.
- Achieved an average client retention rate of 96% over last year through proactive relationship management and tailored service delivery.
- Reduced client churn by 20% within six months by implementing targeted client engagement strategies and resolving issues promptly.
- Designed and delivered training programs for end-users on the use of HR systems, including time management, payroll & other modules.
- Implementing change management strategies to minimize resistance and promote the adoption of new processes.
- Identified upsell and cross-sell opportunities to drive revenue growth, expanding the scope of existing accounts and introducing new product features, while managing the renewal process to secure contract renewals and foster account expansion through tailored solutions.
- Collected and analysed customer feedback, working closely with product teams to enhance features and boost customer usage and product adoption.
- Led partner management initiatives, including training programs and strategic meetings.
Digital Interaction Advisor
[24]7.ai
08.2020 - 02.2021
- Delivered prompt, professional, and personalized support to international customers via live chat, resolving queries efficiently while maintaining high customer satisfaction levels.
- Handled multiple simultaneous chat sessions with accuracy and attention to detail, maintaining an average customer satisfaction (CSAT) score of 93%.
Education
Bachelor of Technology - CSE
CMR Engineering College
04.2015 - 03.2019
Some College (No Degree) - Intermediate
Gayatri Junior College
04.2013 - 03.2015
Skills
- Escalation Management
- HR Payroll / Management
- Relationship Management
- Client Handling
- Lead generation
Timeline
Customer Success Manager
Keka HR
06.2021 - Current
Digital Interaction Advisor
[24]7.ai
08.2020 - 02.2021
Bachelor of Technology - CSE
CMR Engineering College
04.2015 - 03.2019
Some College (No Degree) - Intermediate
Gayatri Junior College
04.2013 - 03.2015
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