Siva Sailaja Guntaka
Customer Success Manager
Bangalore
Summary
Analytical and client-focused professional with over 6 years of experience, including 4+ years in account management and client success roles in SaaS-based environments. Skilled in gathering partner requirements, conducting platform training, and leading end-to-end client engagement to drive product adoption and satisfaction. Adept at identifying business opportunities, coordinating with cross-functional teams, and delivering timely solutions aligned with partner goals. Proven ability to manage high-stakes communication, support consultative discussions, and document best practices to scale impact across teams.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work History
Customer Success Manager
Nexquare
Bangalore
01.2022 - Current
- Acted as the primary point of contact for clients, building long-term relationships and identifying engagement opportunities.
- Collaborated with clients to gather business requirements and provided consultative support to align solutions with their objectives.
- Reviewed partner needs, identified platform capabilities to support them, and offered strategic recommendations to overcome challenges and meet goals.
- Conducted product training sessions for partner teams to drive effective onboarding and boost platform usage.
- Monitored key performance metrics and client feedback to continuously refine service delivery and enhance user experience.
- Coordinated with product, analytics, and technical teams to ensure timely and high-quality solution delivery.
- Led product adoption initiatives resulting in a 30% increase in usage and sustained 85% client retention.
- Managed contract renewals by showcasing platform value and ensuring continued alignment with client expectations.
- Supported pre-sales efforts through product walkthroughs and strategic input during prospect demo calls.
Key Account Manager
My Gate
Bangalore
02.2020 - 07.2021
- Managed a portfolio of B2B clients and enhanced account satisfaction by implementing tailored account management strategies.
- Built and nurtured strong client relationships to promote long-term business growth and customer loyalty.
- Conducted training sessions, product walkthroughs, and regular calls to gather requirements and deliver customized solutions.
- Facilitated data-driven discussions based on client usage trends and feedback to drive improvements and increase satisfaction.
- Improved client engagement through consistent follow-ups, resulting in a 15% increase in product adoption within six months.
- Developed internal documentation outlining onboarding processes and best practices to support future client rollouts.
- Analyzed competitor strategies and addressed client needs proactively, contributing to a 10% reduction in churn.
Digital Marketing Intern
Hyperthought Software Solution PVT LTD
Hyderabad
02.2019 - 04.2019
- Designed and created engaging content for Facebook to enhance visibility and user engagement.
- Supported client acquisition through compelling pitch materials and app promotion strategies.
- Conducted campaign performance analysis to drive data-informed marketing and communication decisions.
- Produced user-friendly video tutorials to demonstrate app functionality and support product adoption.
Technical Support Associate
IBM
Hyderabad
08.2015 - 08.2017
- Handled technical support queries and documented recurring issues to enhance support workflows.
- Provided resolution insights to internal knowledge base and participated in initiatives that reduced ticket resolution times.
- Acted as a project coordinator to manage communication and task follow-ups between technicians and internal employees to ensure resolution delivery.
- Managed challenging customer situations with professionalism, demonstrating empathy while maintaining focus on finding solutions.
Education
MBA - Marketing
ICFAI Business School
Bangalore 02.2018 - 02.2020
Skills
Customer service and support
Client relationship management
Business operations
Customer retention
Client education
Client onboarding
Project Management
Business analytics
Additional Information
- Initiated communication with clients to keep them informed and engaged about upcoming feature enhancements and new builds.
- Created curated tutorials and FAQs, integrated into the application for easy access—resulting in reduced client queries and training needs.
- Worked closely with the product and analytics teams to design new client dashboards, enhancing usability and overall user experience.
- Partnered with analytics team to analyze client usage data and deliver quarterly business review insights.
Timeline
Customer Success Manager
Nexquare
01.2022 - Current
Key Account Manager
My Gate
02.2020 - 07.2021
Digital Marketing Intern
Hyperthought Software Solution PVT LTD
02.2019 - 04.2019
MBA - Marketing
ICFAI Business School
02.2018 - 02.2020
Technical Support Associate
IBM
08.2015 - 08.2017
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