Shruti Gaur
Customer Success Manager
Bengaluru
Summary
Dynamic Customer Success Manager with over 10 years of experience in the IT industry, specifically within the SaaS and cloud sectors. Proven track record of driving business value and product adoption through strong relationship building and data-driven strategies. Additionally, experienced in leading small, high-impact teams to deliver consistent, results-oriented outcomes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Rubrik
2024.06 - Current
- Act as Trusted advisor for Rubrik's enterprise customers, the primary focus is on driving Product Activation and Adoption using customer usage analytics and deployment Strategies.
- Managing 200+ SMB & Enterprise account portfolio across EMEA and US region.
- Responsibilities include showcasing in-depth knowledge of Rubrik's products through technical demonstrations and addressing customer challenges.
- The role involves analyzing product usage data to identify risks of churn or low consumption and taking proactive steps to mitigate them.
- Design proactive customer success strategies that enable customers to adopt the product efficiently, maximize value realization, and achieve their business outcomes faster.
- The role also involves close collaboration with the Product, Support, Engineering and PS team to ensure seamless project management and deliver an optimal customer experience.
- Actively involved in training and coaching new hires & Interns with product and process knowledge.
Technical Solution Consultant- Lead
Hewlett Packard Enterprise
2018.10 - 2024.06
- Served as the highest tier of support for HPE products, providing expert troubleshooting and ensuring timely resolution for key stakeholders within strict SLA guidelines.
- Partnered with Engineering, R&D, Accounts, and Sales teams to bridge communication gaps and resolve complex product issues.
- Acted as an SME for a specialized team of 7, delivering technical training and continuous mentoring to elevate team capabilities.
- Managed team KPIs to ensure peak productivity and verified that all members were proficient in the full suite of internal diagnostic and management tools.
Escalation Engineer
Convergys
2016.01 - 2018.09
- Providing level 2 technical support for Windows OS and Microsoft Office primarily focusing on patch updates, debugging issues with Windows operating system installations, and Windows feature issues (Windows 7, Windows 8, 8.1, and Windows 10). Configuration of Outlook IMAP, POP 3 accounts Troubleshooting Office 365 Applications
Education
Bachelor of Science - Computer Science Engineering
Mahakal Institute of Technology
Ujjain 2001.04 -
Skills
Customer relationship building
Customer account management
Training and mentoring
Strategic communications
Customer needs assessment
Customer onboarding & Adoption
Teamwork and collaboration
Team leadership
Cloud Technology
Back up & Recovery Technology
Certification
AZ-900 Certified
Timeline
AZ-900 Certified
2025-12
Customer Success Manager
Rubrik
2024.06 - Current
Technical Solution Consultant- Lead
Hewlett Packard Enterprise
2018.10 - 2024.06
Escalation Engineer
Convergys
2016.01 - 2018.09
Bachelor of Science - Computer Science Engineering
Mahakal Institute of Technology
2001.04 -
Projects
- Working on Up-sell/ Cross Sell project to streamline the process
- Working on CSM-handbook to get the CSM process streamline
- Working as Product Champion for Okta product
Hobbies
- Art Work
- Cooking
- Gardening
- Collection of Perfumes