Sailaja Guntaka
Summary
- Experienced in optimizing processes, improving client onboarding, and collaborating with cross-functional teams to implement product enhancements based on customer input.
- Dedicated Customer Success Manager with an MBA and 6 years of experience in client management and customer service. Demonstrated ability to build and maintain strong client relationships, ensuring high satisfaction. Skilled in leading custom product implementations, conducting user training, and providing ongoing support for smooth adoption.
- Churn-minimizing problem solver and proactive communicator. Conducted thorough business analysis, defining project scope and identifying process improvement opportunities. Directed end-to-end product implementation and customized solutions for diverse clientele.
Overview
9
9
years of professional experience
Work History
Client Success Manager
nexquare
01.2022 - Current
- Facilitate seamless onboarding of new clients by leading implementation processes and conducting comprehensive training sessions to ensure smooth product adoption.
- Developed streamlined process flows to customize products effectively according to the client requirements.
- Build and maintain strong, long-term relationships with clients, acting as the primary point of contact to address inquiries, resolve issues, and ensure client satisfaction.
- Develop and execute tailored customer success strategies that align with client goals, driving long-term engagement and maximizing product value.
- Collaborate with sales, product, and technical teams to address client needs, gather feedback, and develop new features or solutions that improve user experience.
Client Account Manager
Mygate
02.2020 - 07.2021
- Managed multiple clients simultaneously, balancing priorities and delivering consistent support to ensure successful outcomes
- Conducted extensive internal and external training sessions, ensuring thorough understanding and effective product use among all stakeholders
- Cultivated strong relationships to ensure client satisfaction and loyalty, proactively addressing needs to prevent them from turning to competitors
- Identified opportunities for upselling and cross-selling within existing client accounts, contributing to revenue growth and expanding product usage.
Technical Support Associate
IBM
08.2015 - 08.2017
- Provided dedicated hardware and software support to clients, including AT&T, a leading telecom company, ensuring quick and effective resolution of technical issues
- Diagnosed and troubleshooted a variety of technical problems, guiding clients through solutions and ensuring issues were resolved efficiently, leading to high client satisfaction
- Consistently met performance targets and adhered to quality standards, maintaining a high level of service excellence and reliability
- Managed the dispatch of local technicians based on client requirements, ensuring timely and effective on-site support for hardware issues
- Closed service tickets promptly by adhering to resolution timeframes, ensuring smooth operation and minimal downtime for clients
- Continuously updated product and service knowledge to stay current with industry trends, enabling the delivery of accurate and effective technical support.
Education
Post Graduation in Marketing (PGPM) -
ICFAI Business School
01.2020
Bachelor of Technology (B.Tech) -
Institute of Aeronautical Engineering
01.2015
Skills
- Project & Time Management
- Customer Onboarding & Engagement
- Requirement Gathering & Workflow Development
- Product Customization & Implementation
- Churn Prevention & Client Retention
- Product & User Training Expertise
- Relationship Building & Client Management
- Cross-functional Collaboration
- Technical Support & Troubleshooting
- Customer Success Review
- Basic Understanding of SQL
- Google Sheets
- MS Excel
- Power Point
Internship
02/2019, 04/2019, Hyperthought Software Solution PVT LTD, Content Creation & Social Media Design, Client Pitches & App Promotion, Campaign Analysis & Data-Driven Decision Making, Video Production & App Usage Tutorials
Personal Information
Title: Implementation Specialist | Product Consultant | Project Management
Languages
English, Hindi & Telugu
Timeline
Client Success Manager
nexquare
01.2022 - Current
Client Account Manager
Mygate
02.2020 - 07.2021
Technical Support Associate
IBM
08.2015 - 08.2017
Post Graduation in Marketing (PGPM) -
ICFAI Business School
Bachelor of Technology (B.Tech) -
Institute of Aeronautical Engineering
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