Sai Charan Punna
Customer Success Manager
Hyderabad
Summary
- Currently working as Customer Success Manager for Cybersecurity at Palo Alto Networks - in dual capacity, and also looking after high valued accounts.
- Customer Success Manager - with experience in account management, customer success, adoption, implementation, onboarding, project management.
- Liaise between the customer and internal teams (Support, Engineering, Sales, and Marketing) and worked with customers to host kick-off meetings, manage implementations, create and managed timelines.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Customer Success Manager
Palo Alto Networks
07.2023 - Current
- Assist customers in onboarding and implementing Prisma Access and SASE products
- Provide guidance and support to ensure a smooth transition to the new solutions
- Help customers understand the value and capabilities of the products
- Develop and maintain strong relationships with assigned customers
- Understand customers' business objectives and challenges to tailor solutions
- Ensure customer accounts are renewed and expanded upon contract expiration
- Provide resources and documentation to support customer learning
- Keep customers informed about product updates and new features
- Serve as a point of contact for technical issues and inquiries
- Coordinate with the technical support team to resolve customer problems promptly
- Conduct regular health checks with customers to ensure they are getting value and remove any roadblocks related to Adoption
- Monitor customer usage and engagement to identify potential issues or opportunities
- Conduct Business Reviews to understand customer lifecycle milestones, communicate the value of our product
- Work on renewing customer contracts before they expire
- Collect and analyze customer feedback to understand their needs and pain points
- Communicate customer feedback internally to improve products and services
- Keep customers informed about product roadmaps and updates
Customer Success Manager
Skyinfotech
05.2020 - 02.2023
- Involvement in the entire customer lifecycle from on-boarding through the duration of their subscription period
- Provide product trainings to enable the customers to realize the potential of the product
- Identify product usage gaps and provide actionable solutions to the customers
- Build value-based relationships with customers
- Conduct Strategic Business Reviews (EBRs and QBRs) to understand customer lifecycle milestones, communicate the value of our product, and showcase ROI
- Drive Revenue Retention of 88% annually and 90% across quarters
- Feature adoption expected to be over 40% across portfolio
- Ensure customer retention by negotiating and closing renewals
- Identify opportunities of upselling and cross-selling along with the Account Managers
- Establish deployment goals and desired success outcomes and then develop a plan to carry them out successfully
- Have a strong business sense to keep looking out for new use cases
- Communicate and brain-storm with the product team on customer feedback and help refine product roadmap
- Work with the marketing team to execute customer surveys, case studies, usability tests, etc
- Optimize existing processes within the company and actively enhance all Customer Success initiatives
- Drive customer advocacy by gathering reviews, testimonials, getting references and creating a Centre of excellence within the customer's organization
STUDENT REPRESENTATIVE
Nottingham Trent University
02.2020 - 03.2021
- Representing the Interests of Students, acting as the voice and advocate, ensuring their concerns, needs and Suggestions are effectively communicated to the University administration and concerned departments
- Attend meetings with the student representative union and actively seek feedback from students regarding their academic experiences, campus facilities and support services
- Collaboration with other representatives to address shared concerns and activities
- Assisting Incoming Indian Students and responsible for helping students navigate the transition and providing them with the information, guidance and support
- Building Networks within the International student community and Indian diaspora groups
- Propose recruitment and communication activities in line with recruitment and partnerships that foster sustainable growth in student recruitment through lead generation
- Assist on student visa processing times and criteria to assist with regular update of compliance
- Provide timely reports to Country Recruitment and Admissions Manager
- Report on International Student conversion rates within territory and provide analysis as required for strategic planning
- Advice and assist Indian Student Applications including options for alternative pathways
- Served as a point of contact between students and university administration departments
GIS SUCCESS ASSOCIATE
Accenture
10.2016 - 12.2019
- Collect, organize, and maintain geographic information systems (GIS) data to ensure its accuracy, quality, and accessibility
- Training and Assistance for clients using UBER Maps platform
- Create, update, and maintain maps using GIS software to support decision making, planning, and operations
- Work on product adoption, growth and feature enhancements with engineering teams
- Operate as the internal voice of the customer and advocate for the clients' needs (services, support, product management, executive alignment)
- Analyze and interpret geographic data to support data-driven decisions and identify trends and patterns
- Coordinate and manage GIS projects, including scheduling, resource allocation, and project delivery
- Collaborate with internal and external stakeholders to gather information, prioritize projects, and ensure project outcomes meet their needs
- Provide training and support to users to ensure they are able to effectively use GIS tools and data
- Develop and maintain documentation of GIS processes, procedures, and best practices
- Work as a liaison between the customer and internal stakeholders- Support, Engineering, Management
- Research and develop new GIS technologies, methodologies, and techniques to improve the efficiency and effectiveness of GIS operations
- Ensuring that the organization has accurate and up-to-date geographic information to support decision making and operations
- Corresponding with customers as well as corporate networks across different hierarchies to ensure a superior service
- Increasing the base by executing various on-boarding strategies
Education
MBA - undefined
Nottingham Trent University
Bachelor of Technology - Electronics and Communication Engineering
10+2 - undefined
Narayana Junior College
10 - undefined
Bhashyam Public School
Skills
Customer Relations
Disclaimer
I hereby declare that all the above information disclosed is genuine as of my knowledge.
Applicationsused
- Atlas
- Gainsight
- Salesforce
- Grafana
- AIOps
- SRE Connect
- Adobe Photoshop
- Slack
- Tableau
- Zendesk
- Microsoft Excel
- Microsoft PowerPoint
Timeline
Customer Success Manager
Palo Alto Networks
07.2023 - Current
Customer Success Manager
Skyinfotech
05.2020 - 02.2023
STUDENT REPRESENTATIVE
Nottingham Trent University
02.2020 - 03.2021
GIS SUCCESS ASSOCIATE
Accenture
10.2016 - 12.2019
MBA - undefined
Nottingham Trent University
Bachelor of Technology - Electronics and Communication Engineering
10+2 - undefined
Narayana Junior College
10 - undefined
Bhashyam Public School
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