Shisheer Balaji Purnimaa

• Oversaw a program to identify $1.4 million in missed or double billing across EMEA accounts.
• Coordinated CSMs, Billing, Contracts, and Product stakeholders to remediate gaps via JIRA-driven process improvements.
• Initiated collaboration with Rackspace’s AI team to design a custom agent tool integrating Salesforce, Contracts, and Rackspace Portal data.
• Impact: Prevented revenue leakage, enabled upsell/cross-sell opportunities, and repositioned CSMs as a revenue-generating function.
• Introduced AI-powered MoM tracking, integrated with Salesforce and Rackspace portal.
• Influenced stakeholders across Product, Engineering, and Sales, without direct authority.
• Impact: Improved customer engagement by 33%, and drove ARR upgrades worth $1M.
• Impact: Improved engagement across 50%+ accounts, secured longer-term renewals, identified $3.5M upgrade opportunities, and achieved 110% quota in the pilot “Growth CSM Team.”
• Recognition: The program was rolled out globally, incentivizing CSMs, and resulting in 0% attrition.
• Developed and executed customer success strategies that enhanced client retention and satisfaction rates.
• Led cross-functional teams to improve service delivery processes, resulting in increased operational efficiency.
• Implemented customer feedback loops to drive product enhancements and align solutions with user needs.
• Utilized data analytics tools to track customer health metrics, proactively addressing potential issues.
• Mentored junior team members, fostering a culture of continuous improvement and professional development.
• Collaborated with product teams to align customer insights with ongoing development initiatives and roadmap.

Akamai Technologies — Client Services Manager Sr II

Oct 2020 – Mar 2022, Bangalore

• Supervised strategic enterprise account worth over $60 million, integrating sales, pre-sales, professional services, and product to achieve favorable customer outcomes.
• Conducted portal and product training sessions for new customers, maintaining an average of 10 onboardings each year to enhance swift adoption and maximize time-to-value.
• Created bespoke dashboards to analyze adoption rates, consumption run-rate savings, and future growth forecasts. Assisted customers in achieving reductions of overage costs by as much as 30%.
• Fostered strong executive relationships to boost stakeholder engagement in product initiatives. Executed six to eight quarterly business reviews annually, aligning product priorities with strategic objectives. Managed enhancement requests to ensure responsiveness to stakeholder feedback and requirements.
• Delivered more than 35 product training sessions while mentoring new hires. Coordinated three onsite customer trainings each year for premium accounts, enhancing partnerships. Guided new employees through comprehensive training, fostering a knowledgeable workforce.
• Orchestrated process-improvement strategies including two projects that refined dashboard delivery and exposed 42% revenue leakage.
• Recognized as MVP for Q4 2020 after exceeding performance targets consistently. Drove $360,000 in account revenue over three years, reflecting strong contribution to team success.
• Led initiatives to streamline client onboarding processes, enhancing efficiency and client satisfaction.
• Developed and implemented strategies for client retention, resulting in improved customer loyalty.
• Managed cross-functional teams to deliver complex projects on time, increasing overall project success rate.
• Utilized CRM tools to analyze client data, identifying trends that informed service improvement initiatives.

• Drove business development and account management across SaaS and Cloud solutions.
• Coordinated POCs and client onboarding, improving adoption rates.

• Provided IT support for enterprise users, ensuring SLA compliance.
• Managed escalations and trained junior staff on process adherence.

• Provided technical support for networking, VMware, and Active Directory, enhancing user satisfaction.
• Achieved consistent CSAT scores above target for 18 months without escalation.