Sivanandh S

• Own end-to-end customer success for a portfolio of enterprise and mid-market customers, focusing on onboarding, adoption, engagement, and renewals
• Managed a portfolio of 62 customer accounts with a combined annual recurring revenue (ARR) of approximately $800K–$1M
• Led Quarterly Business Reviews (QBRs) for 50+ clients, driving stronger customer engagement, stakeholder alignment, and value realization
• Partner with HR, People Ops, and leadership teams to translate employee feedback and survey insights into actionable recommendations
• Drive survey participation recovery initiatives using targeted communication strategies, manager-led interventions, and data-backed recommendations
• Proactively monitor customer health indicators including participation rates, engagement trends, feature adoption, and renewal risk
• Collaborate with Sales, Product, and Support teams to address customer risks, expansion opportunities, and feedback loops
• Act as a trusted advisor to customers by aligning CultureMonkey’s capabilities with their engagement and culture goals

Client Advocacy & Relationship Management:

• Maintained end-to-end ownership of all support issues for enterprise customers and partners, consistently ensuring follow-through and transparent communication, while acting as a strong advocate for their requests and needs.
• Managed a portfolio of 135 enterprise accounts across the LATAM region with approximately $8.2M ARR ($683K MRR), while consistently maintaining churn below 5% through proactive customer engagement, strategic account management, and retention initiatives
• Cultivated strong client relationships through direct engagement programs, reaching over 150+ enterprise clients quarterly for ServiceDesk Plus and Servicedesk Plus MSP via Zoho Meeting and Assist.

Technical Problem Solving & Solution Delivery:

• Resolved complex technical inquiries for enterprise clients by expertly diagnosing root causes and configuring advanced solutions within the ServiceDesk Plus suite, leading to enhanced client retention and consistently positive feedback.
• Applied deep knowledge of ITSM product suites and related technologies to provide strategic guidance and effective solutions, ensuring clients maximized their product investment.

Communication & Collaboration:

• Communicated in a consistently courteous, professional, and confident manner, effectively troubleshooting and resolving issues while building trust with clients.
• Utilized excellent written and oral communication skills to articulate complex technical concepts clearly to diverse audiences, fostering understanding and collaboration.

Product & Industry Expertise:

• Possesses a strong understanding of the design and implementation of IT service management standards, tools, and methodologies, enabling a holistic approach to client support and success.
• Continuously increased expertise in the ITSM product suite and related technologies, demonstrating a commitment to ongoing learning and staying current with industry best practices.

Organizational & Strategic Impact:

• Demonstrated strong organizational skills in managing multiple client engagements and complex technical issues simultaneously, ensuring efficient and effective service delivery.
• Contributed to the success of Zoho's highest-selling product by directly impacting client experience and retention, showcasing a focus on business outcomes.

• Conducted research and provided insights that informed the development of marketing strategies, demonstrating an analytical approach to understanding market needs and customer engagement opportunities.
• Collaborated in the detailing, design, and implementation of marketing plans, gaining foundational experience in understanding product positioning, customer outreach, and value proposition articulation.
• Addressed client inquiries regarding product and service benefits, effectively communicating value propositions and building rapport through clear and informative responses.
• Fostered positive client relationships through the provision of superior customer service, focusing on responsiveness and problem resolution to enhance client satisfaction.