Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Hobbies and Interests
Industrial Exposure
Timeline
Generic
Sinduja Raghunathan

Sinduja Raghunathan

Chennai

Summary

Professional in customer success with robust experience in driving client satisfaction and retention. Skilled in relationship building, problem-solving, and delivering tailored solutions. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Lead - Customer Success Manager

Freshworks
07.2022 - Current
  • Managed a $2.2M portfolio of accounts in the Europe region, focusing on the Mid-market and Commercial segments.
  • Identified upsell and cross-sell opportunities through frequent account reviews, contributing to increased revenue generation.
  • Consistently exceeded customer expectations through proactive problem-solving, driving initiatives that significantly enhanced customer experience metrics and overall satisfaction
  • Collaborated with Product Managers to shape the product roadmap, focusing on business value and market advantages
  • Led programs to forecast and predict churn for the quarter, developing a predictive model used for informed decision-making by management
  • Conducted QBRs and EBRs with C-level executives, showcasing product value, optimizations in costs, workload reductions, and influencing strategic decisions to align with organizational KPIs
  • Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
  • Championed customer advocacy, building strong relationships and generating positive client testimonials and referrals
  • Provided ongoing mentorship to new hires, ensuring successful onboarding and setting them up for long-term success.

Customer Success Specialist

Freshworks
02.2021 - 06.2022
  • Managed a $1mn account portfolio in the SMB segment for Europe Region, ensuring timely issue resolution and consistent communication with stakeholders.
  • Managed a portfolio of key accounts,
  • Boosted customer retention rates through proactive communication and building strong relationships.
  • Conducted QBRs and Shared goals session with customers to enable and empower them in their journey with the product
  • Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.

Resource Management Executive

Tata Consultancy Services
07.2017 - 02.2021
  • Handled ERPs, Cyber security and Infra structure requirements for Business units encompassing Manufacturing, BFSI, Retail, TTH clients comprising an overall of 7000+ headcount
  • Fulfilled 1700+ resource requirements for key customers across different business units and geographies that ensured 90% billing conversion contributing to the growth of revenue
  • Led Competency Development Program - an intervention drive to train & deploy aspiring associates, mid level managers and high performers into niche skills, thereby reducing the cost in hiring and to enable role movements based on career inclination
  • Successfully implemented process improvement for Vendor Management Tool that involves interaction between TCS and Third-party vendor groups

Headcount Reconciliation & Program Management

Tata Consultancy Services
05.2016 - 06.2017
  • Strategized ramp up of 1000 positions within 6 months for a BFSI Customer, a new Logo to TCS
  • Consulted for APAC accounts on their Margin Improvement plan for units that have not met the revenue targets and raise the red flag accordingly to meet the projections

Talent Development Executive

Tata Consultancy Services
12.2014 - 04.2016
  • Actively involved in creating, deploying and digitization of content for strategic aligned program
  • Led the Digital Initiative for Quality Assurance Unit which resulted in 33000+ associates acquiring Digital Competencies within a year
  • Researched, conceptualized/launched the first ever digitized Cross-Culture German Certificate Program

PL/SQL Developer

Tata Consultancy Services
02.2014 - 11.2014
  • Developer for a US Healthcare system predominantly used to get patient details and process claims

Education

MSc. - Software Engineering(Integrated)

Coimbatore Institute of Technology
05.2013

Skills

  • Customer Advocate
  • Account Owner
  • Tenacity
  • Stakeholder Management
  • Escalation Management
  • Persona Segmentation
  • Expectation Management
  • Voice Acting
  • Story Telling
  • Customer retention

Certification

  • AWS Certified Cloud Practitioner Certification (Pursuing)
  • Oracle 9i - PL/SQL Certified Developer, Oracle Inc.

Accomplishments

  • CX Champion (2021 & 2022)
  • Top Performer - RMG (2019)
  • Culture Champion (2023) - Freshworks
  • Customer Appreciation Award (2017 & 2018)
  • On the spot Award (2017)
  • Service Commitment Award (2016 & 2018)
  • Beyond Performance Initiative Award (2015)

Hobbies and Interests

  • Voice-Over acting
  • Public Speaking
  • Travelling
  • Open-Mic Events
  • Dancing
  • Movies

Industrial Exposure

  • Robert Bosch, Developed a .NET software application simulating a laboratory car environment, facilitating testing of vehicle control processors such as ABS, ESP, and TCS.
  • Samsung, Developed an Android App as part of a partnered Corporate Student Exchange program.

Timeline

Lead - Customer Success Manager

Freshworks
07.2022 - Current

Customer Success Specialist

Freshworks
02.2021 - 06.2022

Resource Management Executive

Tata Consultancy Services
07.2017 - 02.2021

Headcount Reconciliation & Program Management

Tata Consultancy Services
05.2016 - 06.2017

Talent Development Executive

Tata Consultancy Services
12.2014 - 04.2016

PL/SQL Developer

Tata Consultancy Services
02.2014 - 11.2014

MSc. - Software Engineering(Integrated)

Coimbatore Institute of Technology

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Sinduja Raghunathan