Sowjanya Maganur
Senior Technical Account Manager
Bangalore
Summary
Results-driven Customer Success Manager/Account Manager with 9 years of experience in driving adoption, retention, and overall customer satisfaction in commercial and large enterprise environments. Trusted as a valued advisor, leverage a deep understanding of customers' objectives, pain points, and business landscape to develop customized success strategies. Proactively conduct quarterly business reviews, deliver product updates, and foster strong relationships to identify expansion opportunities and enhance customer experience. Skilled in managing escalations, stakeholder relationships, and cross-functional coordination to ensure seamless collaboration and drive success. Collaborate closely with account sales teams to identify and capitalize on upsell and cross-sell opportunities.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
3
3
Certifications
Work History
Senior Technical Account Manager
Citrix
8 2023 - Current
- Primary post-sale customer contact for Priority customers, managing both the IT line of business and key customer stakeholders
- Manage customer adoption lifecycle; raise customer risks/blockers, where appropriate
- Investigate client's business objectives, anticipate current and future technology needs, and develop a strategic technology solution roadmap
- Assess and address gaps that can hinder overall health of the account
- Conduct Bi-weekly/Monthly/Quarterly reviews
- Deliver product updates, case updates, and project updates
- Manage escalations and stakeholders both internally and externally, facilitating coordination between product management, support groups, and cross-functional teams.
- Manage 17 Enterprise and Commercial customers with total ARR ~10M.
Customer Success Manager
Zscaler
06.2022 - 03.2023
- Act as a trusted advisor for commercial and large enterprise customers, prioritizing adoption, retention, and overall experience
- Focussed on gaining a deep understanding of the customer's business objectives, environment, roadmap, and pain points in order to develop success strategies
- Conducted quarterly business reviews, deliver product updates, and regularly check in with customers to reinforce the value of Zscaler's solutions and identify opportunities for expansion and improved experience
- Managed escalations and stakeholders both internally and externally, facilitating coordination between product management, support groups, and cross-functional teams
- Collaborated closely with account sales teams to identify and capitalize on upsell and cross-sell opportunities within existing customer base.
- Managed 50 commercial customers with total ARR of 5.6M
Team Lead, Customer Service
Citrix Systems
10.2021 - 06.2022
- Successfully led a team of 14 representatives, providing mentorship and guidance to foster their professional growth
- Analyzed team metrics to identify areas of improvement and presented recommendations to management for effective solutions
- Conducted quality assurance monitoring, including analysis, rating, and coaching, to ensure exceptional customer service delivery
- Proactively collaborated with cross-functional teams to develop and update processes, enhancing efficiency and customer satisfaction.
Customer Service Escalation Representative
Citrix Systems
04.2020 - 10.2021
- Served as an acting team lead and subject matter expert, overseeing a team of 14 representatives
- Addressed escalated customer issues, demonstrating exceptional problem-solving skills and providing timely resolutions
- Proactively monitored resource availability and adherence to schedule to ensure compliance with Service Level Agreements and Key Performance Indicators.
Customer Service Representative
Citrix Systems
11.2016 - 04.2020
- Ensured a superior customer experience by promptly addressing customer concerns, exhibiting empathy, and resolving issues on the spot
- Assisted users remotely in troubleshooting and resolving issues with ShareFile Web Application and ShareFile tools through the use of a ChatBot.
Technical Support Engineer
VMware[3P], Concentrix
12.2015 - 11.2016
- Provided Licensing assistance on VMware products
- License troubleshooting
- Defined and diagnosed issues by applying product knowledge
- Attained proficiency in quality of all the cases and handled customer's account related inquiries
Education
M.Tech - Computing Systems & Infrastructure
BITS Pilani
Bangalore 01.2019 - 04.2021
B.E - Information Science & Engineering
Nitte Meenakshi Institute of Technology
Bangalore 01.2011 - 04.2015
Skills
Account Management
Strategic thinking
Leadership
Customer Success
Networking
Escalation Management
Project Management
Team Handling
Teamwork and Collaboration
Problem-solving abilities
Multitasking Abilities
Customer Relations
Certification
Citrix ShaFile Certified, 2018, Present
Accomplishments
- Citrix Kudos Award (2017,2018,2019)
- Citrix Performance Award (2019,2021)
Timeline
Customer Success Manager
Zscaler
06.2022 - 03.2023
Team Lead, Customer Service
Citrix Systems
10.2021 - 06.2022
Customer Service Escalation Representative
Citrix Systems
04.2020 - 10.2021
M.Tech - Computing Systems & Infrastructure
BITS Pilani
01.2019 - 04.2021
Customer Service Representative
Citrix Systems
11.2016 - 04.2020
Technical Support Engineer
VMware[3P], Concentrix
12.2015 - 11.2016
B.E - Information Science & Engineering
Nitte Meenakshi Institute of Technology
01.2011 - 04.2015
Senior Technical Account Manager
Citrix
8 2023 - Current
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