A Sai Charan
Hyderabad
Summary
Having a desire to learn and grow, I look forward to being part of a progressive, fast-paced, high-quality work environment where I can apply my skills and develop alongside the organization, while achieving set goals.
Overview
9
9
years of professional experience
Work History
Team Lead – Customer Success
Ceipal Software Pvt. Ltd.
06.2023 - Current
- Manage a Customer Success team for a B2B SaaS product – Ceipal ATS.
- Driving adoption, upsells, cross-sells for own and team’s client portfolio - 110 accounts worth USD 120,00 MRR.
- Additionally, managing 12 critical enterprise accounts (USD 15,000 MRR) as the Key Account Manager, monitoring their product usage metrics, coordinating with cross-functional teams for timely and satisfactory issue resolution, custom product requirements.
- Customer Engagement Project – Collate and analyse account data to identify and strategically activate inactive accounts.
- Monitor performance, quality and behaviour of team members and provide constructive feedback to foster professional growth.
- Develop a strategic approach to help team members gain a deep understanding of CSM tools, such as Totango, and how they apply to the market.
- Conducted Quarterly Business Reviews (QBRs) with key clients to evaluate account health, align on business goals, and strategize for improved customer satisfaction and retention
Senior Executive: Customer success
Ceipal Software Pvt. Ltd.
06.2022 - 06.2023
- Mentor a dedicated Customer Success team; Acting Team Lead in the absence of manager.
- Dedicated account manager for over 36 accounts worth of approx. $35,000 MRR, at a time.
- Collaborate closely with operations and engineering teams, to build, drive and improve products and processes.
- Adopt a “Customer First” approach to proactively control churn.
- Worked on the DNDF Project - Account Activation of ‘High MRR - low Engagement’ accounts).
- Mentor and provide on-the-job training for new hires.
Executive: Customer Success
Ceipal Software Pvt. Ltd.
Hyderabad
05.2021 - 06.2022
- Manage issue resolution, user training and account reviews for over 30 accounts at a times.
- Conduct customized in-depth product demos for various user segments (recruiters, admins etc.) for each account, according to the client workflow.
- Coordinate with development team for troubleshooting technical issues, bug fixes, testing new features and sharing product enhancements.
- Maintain accurate records of customer interactions and resolutions in the CRM system.
- Adhere to the 2-hour first response SLA and achieving over 120% CSATs consistently.
Management Trainee- Customer Success
Ceipal Software Pvt. Ltd.
Hyderabad
03.2020 - 05.2021
- Provide product support and assistance to clients, resolving their queries and issues effectively.
- Conduct in-depth product trainings for clients to ensure optimal utilization of the Ceipal platform.
Frontline Campaigner (Recruiter)
Direct Dialogue Initiatives India Pvt Ltd (Greenpeace)
Hyderabad
10.2016 - 05.2018
- Make presentations and calls and explain environmental campaigns to members of the public in a clear and interesting way.
- Meet set income targets by signing paid supporters for the client.
Education
Master of Business Administration -
Gitam Hyderabad Business school
Hyderabad, India01.2020
Bachelor of Technology (B. Tech.) -
Vardhman College of Engineering
Hyderabad01.2016
Skills
- Account management
- Issue resolution
- Critical thinking
- Problem solving
- Customer relationship management
- Net revenue retention (NRR) and gross revenue retention (GRR) tracking
- Upselling and Cross-selling Strategies
- Team management
- Freshdesk
- Totango
- Zoom
- API testing
- Postman API
- JIRA
- DNS management
- MS Office (Excel, PowerPoint, Word)
Accomplishments
- Avengers Team Award for the highest KPI, 03/01/25
- Avengers Team award for the highest KPI, 12/01/23
- Avengers Team award for the highest KPI, 05/01/24
- Avengers Team award for the highest KPI, 07/01/24
- Certificate of Achievement: Maestro, Q2 2022
- Certificate of Achievement: Trailblazer, Q3 2021
- Certificate of Achievement: Robinhood, 09/01/21
- Certificate of Achievement: Trailblazer, Q3 2020
Languages
- English, Professional Proficiency
- Hindi, Professional Proficiency
- Telugu, Professional Proficiency
Timeline
Team Lead – Customer Success
Ceipal Software Pvt. Ltd.
06.2023 - Current
Senior Executive: Customer success
Ceipal Software Pvt. Ltd.
06.2022 - 06.2023
Executive: Customer Success
Ceipal Software Pvt. Ltd.
05.2021 - 06.2022
Management Trainee- Customer Success
Ceipal Software Pvt. Ltd.
03.2020 - 05.2021
Frontline Campaigner (Recruiter)
Direct Dialogue Initiatives India Pvt Ltd (Greenpeace)
10.2016 - 05.2018
Master of Business Administration -
Gitam Hyderabad Business school
Bachelor of Technology (B. Tech.) -
Vardhman College of Engineering