Sai Prasad Yakari

☆ Developed and mentored new team members, providing guidance and training to support their growth and help them achieve their performance metrics and career goals.

☆ Led and managed the global Customer Success Team consisting of 80+ Customer Success Managers (CSMs).

☆ Ensured customers derive maximum business value from the product, driving customer adoption and optimizing their investment.

☆ Proactively identified opportunities to increase customer loyalty, revenue growth, and customer satisfaction, advocating for customer needs across departments.

☆ Collaborated with local and global leaders to align processes and eliminate gaps, ensuring seamless customer experiences.

☆ Led strategic, cross- functional initiatives such as customer journeys, Net Promoter Score (NPS) programs, product feedback loops, loyalty programs, and user conferences.

☆ Key performance indicators included customer retention, product adoption, up-sell/cross-sell rates, and customer advocacy.

☆ Ensured adherence to SLAs for customer onboarding, training, and support.

☆ Trained and inspired client organizations to integrate social technologies into their daily workflow.

☆ Oversaw customer adoption, shared best practices, and leveraged lessons learned to enhance customer outcomes.

☆ Successfully managed response rates and resolution rates within SLA benchmarks.

☆ Prepared and implemented frameworks, paper prototypes, training materials, reports documentation, and flowcharts to enhance processes.

ACHIEVEMENTS:

Onboarding/Implementation Excellence:

☆ Successfully built an Onboarding/Implementation team from scratch, achieving a remarkable 99% Customer Satisfaction (CSAT) Score and 68% Net Promoter Score (NPS) as of 2023.

☆ Developed and executed strategies resulting in the completion of 250+ onboarding's every month.

☆ Played a key role in increasing employees' productivity by optimizing processes, resulting in an average of 7+ hours of increased productivity.

Customer Success Scaling:

☆ Contributed to scaling the Customer Success department from 13 members (at the time of joining) to a team of 230 members, all within the allocated budget, without the need for additional budgetary allocations.

☆ Implemented Freshdesk, Freshchat, Intercom, and inbuilt Internal applications to enhance the customer and employee experience.

Customer Retention:

☆ Successfully maintained the Churn rate below 10% in the first year and reduced it to less than 5% in subsequent years, demonstrating exceptional customer retention skills.

Cross-Functional Collaboration:

☆ Actively volunteered as a Mentor and Contributor across various departments, including HR, Product, Marketing, and Sales, to enhance user experience through product improvements.

☆ Received recognition as Employee of the Year for two consecutive years, along with 10+ Best Performer Awards for contributing to Building a Better Tomorrow and Being Alpha.

Product Documentation and Training:

☆ Created and published comprehensive product documentation and training materials to enhance the learning experience for users and improve overall product understanding.

☆ Analyzing client's functional requirements and customizing the product to meet their specific needs.

☆ Managing the execution and configuration of comprehensive Payroll, Leave, Attendance, Income Tax, Reimbursement, and Claims processes.

☆ Delivering comprehensive online or on-site training sessions to clients, enhancing their understanding of the application's workflow. ☆ Providing tailored recommendations for effective people practices that align with the client's business objectives.

☆ Taking full ownership of the implementation process, collaborating with client teams to ensure a successful 'go live' phase.

☆ Resolving any product or service issues by actively listening to customer complaints, identifying the root cause, presenting the optimal solution, expediting necessary adjustments, and following up to ensure resolution.

☆ Hosting informative webinars for new application users, facilitating their onboarding process.

☆ Conducting surveys to evaluate customer engagement and usage patterns.

ACHIEVEMENTS:

☆ Successfully closed 10+ onboardings throughout the entire tenure, achieving a perfect 100% Customer Satisfaction (CSAT) rating.

☆ Recognized as the Best Performer of the Quarter for exceptional achievements in CSAT, Quality, and Punctuality.

☆ Successfully closed 10+ onboardings throughout the entire tenure, achieving a perfect 100% Customer Satisfaction (CSAT) rating.

☆ Recognized as the Best Performer of the Quarter for exceptional achievements in CSAT, Quality, and Punctuality.

☆ Successfully implemented and configured HRMS software for 50+ clients, ensuring timely delivery and meeting all customer requirements.

☆ Devised and executed strategies that reduced implementation time by 20%, resulting in increased productivity and customer satisfaction.

☆ Collaborated with cross-functional teams, including project managers, developers, and customers, to ensure seamless implementation and configuration of the HRMS & Payroll software.

☆ Built strong relationships with customers and stakeholders by delivering exceptional customer service and timely updates on the implementation process.

☆ Developed and executed comprehensive test cases to ensure software quality and functionality, resulting in a 99% defect-free implementation rate.

☆ Conducted training sessions for customers on software usage and best practices, leading to improved user adoption and satisfaction.

☆ Proactively identified areas for process improvement and implemented changes to enhance the implementation and configuration processes.

☆ Successfully completed a project that involved automating the implementation and configuration process, resulting in a 30% reduction in implementation time.

☆ Provided 24/7 technical support through inbound and outbound calls, resolving issues promptly.

☆ Assisted customers effectively via live chat support channels.

ACHIEVEMENTS:

☆ Successfully acquired comprehensive knowledge of the HR and Payroll domain within a short span of 60 days, despite coming from an engineering background, and achieved the top position in the training program.

☆ Successfully spearheaded the implementation of the HRMS for Dr. Reddy Laboratories, managing a workforce of 3000 employees.

☆ Recognized as the recipient of the Best Performer Award for outstanding revenue generation during the renewal season, coupled with consistent punctuality throughout my tenure.