Sai CM

• Managed a customer profile of almost $4M ARR, serving as the primary strategic contact for all the customers.
• Managed to build trust and loyalty with C Suite to strengthen our partnerships, thereby facilitating success plans and EBRs for the same to track progress of our shared goals.
• Optimized the customer journey by analyzing usage patterns and providing tailored recommendations based on unique needs.
• Reduced churn rate by proactively identifying at-risk customers and addressing their needs via cross team collaborations.
• Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts, throughout.

• Managed a portfolio of SMB and MM-level clients around $1M ARR, serving as the primary point of contact for all customer inquiries, escalations, and issues.
• Develop and maintain strong relationships with key stakeholders to ensure customer satisfaction, identify upselling opportunities and drive advocacy by conducting monthly reviews(QBRs).
• Collaborate with cross-functional teams and catalyze solutions.
• Achieved 100% attainment in both churn and expansion in all the quarters and an award for each respectively.

• As the Customer Success Regional Head for the South India division, I was the first point of contact. It involved a constant and continuous effort to meet the needs and safety of the people during the pandemic and thereby retain the customers.
• Ensured the people in need were catered to by facilitating the need for hospital beds, oxygen cylinders, medicines, etc.
• Metric driven based on Fast resolution time, FCR, and Response time, to name a few KPIs. Streamlined metric driven based operations and prioritized tasks/reports, allowing the staff to decrease turnaround time by 20%.

• Conducted training and mentored team members to promote productivity, accuracy, and commitment to service.
• Played an instrumental role in client satisfaction by working with operational teams for the proper resolution of service issues.
• Customer retention and Customer expansion was the goal to generate funds for the people in need. Facilitated a MILAAP fundraiser and raised close to 2,00,000 in a day.

• Apart from the general norm of analytical solutions, managed multiple job responsibilities to cater to the diverse academic, research, and operational requirements.
• Fostered better cooperation and coordination between 30 to 50 students and the professor by providing technical and non-technical assistance in content preparation.
• Conducted AICTE-approved seminars in 2 colleges.
• Built high-quality dashboards used across organization to monitor key business performance and team-specific results.

American Airlines Inc.

• Developed team communication strategies and facilitated Agile/Scrum meetings for the design, development, and testing of the project, with a focus on timely product delivery and zero acceptance defects.
• Managed on-site and offshore coordination, including quality assurance programs, on-site evaluations, internal audits, and customer surveys.
• Environment: Spark, Scala, Hadoop, Hive, HBase, HDFS, Cloudera2, Unix, AWS-EMR, S3, EC2, Glue, Athena.