Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Shilpa Balakrishna

Shilpa Balakrishna

Bangalore,KA

Summary

Developed robust skills in process improvement and team leadership within dynamic and fast-paced environment. Seeking to transition into new field where exceptional organizational abilities and focus on efficiency can drive success. Proven track record in fostering productivity and enhancing operational workflows.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Success Operations Manager

Icertis
01.2024 - Current
  • Leading a team of 10 CSMs who handle growth accounts with 100% retention
  • Responsible for customer onboarding, product adoption, C-SAT, NPS, advocacy
  • Create milestone-based success plan frameworks
  • Digital-CS and CS-Ops initiatives
  • Regular cadences & strong relationships with other function heads from Sales, Product, Engineering, Marketing, HR and Operations to ensure prioritization, alignment and proactive communication for cross-functional initiatives, issues and tasks focused on driving value and adoption at scale
  • Forecasting and Allocating Resources by identifying skill gaps for hiring needs
  • Aligning KPIs of the team with Organizational Objectives
  • Handled high level customer escalations from APAC, EMEA and NA
  • Develop and implement strategies to improve customer retention and satisfaction
  • Reduced customer churn by 10% by implementing a proactive support model
  • Initiated risk register calls with cross-functional teams, leading to positive impacts on customer sentiment, CSAT, NPS, and renewal rates
  • Train and mentor customer success team on best practices of customer handling and customer retention
  • Implemented Gainsight for the CSM team to track customer adoption, activities and forecast renewals, Overall Customer Journey, Predictive Analytics

Customer Success Manager

Entropik Tech
06.2022 - 12.2023
  • Customer onboarding and product demonstration
  • Make sure the customer has right access to the platform, add users etc
  • Drive product adoption to help customers achieve their business outcomes and realize value
  • Develop an intimate understanding of your customers' businesses, conduct health checks
  • Collaborate with customers to develop, launch, and manage marketing campaigns focused on engagement and revenue goals
  • Provide customer with Insights on their own data and industry trends
  • Upsell/Cross-sell Campaigns and other products based on customers requirements
  • Provide Recommendation on customer products based on market research
  • Create a process for CSM team
  • Account Mapping and taking up responsibility on Ad hoc accounts as well

Support Account Manager

McAfee
03.2020 - 06.2022
  • Understand the customers environment and help customer deploy our solution to their environment
  • Support company's selected Platinum customer base and provides technical assistance post sales
  • Build a solid relationship with customers through regular discussions and gain an insight into their visions and the suitability of McAfee's products in that framework
  • Build or configure system level diagnostics to isolate and correct problems together with Product Specialist
  • Provide highest level of Customer service with quick and prompt responses to Customers
  • Provide workarounds to Platinum Customers problems with guidance from Product Specialist
  • Be contactable 24 x 7 for Platinum Customers
  • Escalate and manage Cases within the timeframes allotted and be accountable and responsible for Customer Satisfaction
  • Record and document all issues related to Customers -Internal & External
  • Manage Technical Relationship with Customer and visit them periodically and be a technical advisor to customers where required
  • Identify Customers technical needs Provide Support to customers by maintaining continued contact
  • Meet Service Levels and response Charters as allotted Promote the McAfee Customer Care portfolio to increase strategic position
  • Evaluate market opportunities, identify customer needs, and value proposition
  • Promote marketing and promotional programs to grow revenue from current services
  • Establish and sustain close engagement with sales, service delivery
  • Participate in strategic sales and customer situations as a valued Platinum Support champion
  • Assist Sales in Selling support
  • Build reports to exec team on the performance for India team
  • Track renewals for the entire team and provide RCA to the leadership team
  • Track support tickets and Engineering tickets for the whole region and have call with support management and drive them to closure
  • Part of training team for new joinees for EMEA/APAC/NA Region
  • Create a SOP for Global team on tools and Process

Analyst

Information Services Group Americas Inc. (ISG)
01.2018 - 02.2020
  • Account management role to onboard, guide and monitor usage of a vendor management application by our global SMB customers
  • The vendor management tool helps our customers with Contract, Finance and Performance related data
  • Service Level Management role focusing on the qualitative and quantitative facts of service delivery, having consistent tools, and handle effective governance & procedures to execute integrated procedures and Management System
  • Prepare and monitor SLA contract
  • Create change request by seeking approval and generate ad-hoc reports for the Global Leaders
  • Drive SRs to closure as per the agreed timeline by working with relevant support teams
  • Build and present reports to provide wider insights of the accounts through weekly, monthly, and quarterly progress reports
  • Perform historical, slice and dice type analysis for forecasting SR counts
  • Automated the complete process of finance analysis and approval along with sending emails to clients in just click of a button

Reporting Analyst

Trigent software solution (Client location: Accenture)
06.2017 - 01.2018
  • Was a part of Onsite BOT (Build Operate and Transfer) Project for client ABInBev
  • Hold daily discussions with clients' management in tracking of project performance, transition timelines, areas of improvement etc
  • Publish Headcount report/FT's/Buffer Resource etc
  • Performed succession planning activity
  • Drive Performance achievement and Publish the report for HR leads, part of reward planning
  • Publish BGC discrepancy report, NJO report
  • Publish/Track Promotions, SL movements that happen quarterly

Support Analyst /Reporting Focal

IBM India Pvt. Ltd.
09.2014 - 04.2017
  • Part of Technical Support team for IBM client (British Petroleum) handling technical Support tickets
  • Handling User Escalations and working on Aged/Chronic Cases
  • Act as a team lead in conducting routine audits to ensure SLAs are met
  • Conduct short, regular meetings with agents who need extra assistance in the team & discuss their performance and provide regular feedback
  • Published/Formulated reports across the desk, SDL (Higher level management) and to clients
  • Generated reports such as Calls, AHT, Survey Dashboard, and Number of tickets logged from the account
  • Maintained/Published Stack scores for all levels
  • Published WRM report, SOW's, KPI, SL reports
  • Published PBA report which provided data as to how the account is functioning
  • Have actively participated in continual improvement programs within the team
  • Have managed the desk in the absence of supervisor

Process Executive

INFOSYS
12.2013 - 09.2014
  • Support MS Office Suite, troubleshooting network issues, install printers etc
  • Establish and maintain effective relationships with customers

Education

Bachelor's degree - Information Science

VTU
01.2012

Skills

  • Team leadership

  • Operations management

  • Customer service

  • MS office

  • Goal setting

  • Strategic planning

  • Workflow optimization

  • Process improvement

  • Forecasting and scheduling

  • Gainsight Certified

Certification

  • Gainsight L3 Certified
  • Six Sigma Certification - Completed Six Sigma Certification under ISAAC.
  • Data Science using R language.
  • Currently taking course on Cyber Security - CompTIA - Security +

Timeline

Customer Success Operations Manager

Icertis
01.2024 - Current

Customer Success Manager

Entropik Tech
06.2022 - 12.2023

Support Account Manager

McAfee
03.2020 - 06.2022

Analyst

Information Services Group Americas Inc. (ISG)
01.2018 - 02.2020

Reporting Analyst

Trigent software solution (Client location: Accenture)
06.2017 - 01.2018

Support Analyst /Reporting Focal

IBM India Pvt. Ltd.
09.2014 - 04.2017

Process Executive

INFOSYS
12.2013 - 09.2014

Bachelor's degree - Information Science

VTU

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Shilpa Balakrishna