Spoorthi R
Customer Success Manager
Bangalore,KA
Summary
Customer Success Manager with 7+ years of experience across customer success, technical support, and operations. Expert in managing Zoho Desk and Zoho Support, optimizing workflows and SLAs, and driving process improvements through automation and AI. Proven ability to lead teams, collaborate cross-functionally, and deliver scalable support operations that improve customer experience and operational efficiency.
Overview
10
10
years of professional experience
Work History
Customer Success Manager
Falconbrick Technologies Pvt Ltd
01.2024 - Current
- - Own and manage Zoho Desk & Zoho Support configurations, workflows, SLAs, and reporting.
- - Lead and mentor a team handling customer support, configurations, and escalations.
- - Drive operational efficiency through automation, macros, and workflow optimization.
- - Partner with Product and Engineering teams to resolve complex customer and integration issues.
- - Use AI tools to automate recurring tasks such as reporting, ticket analysis, and SOP creation.
Customer Success Specialist / Analyst
Falconbrick Technologies Pvt Ltd
01.2019 - 01.2024
- - Led customers through onboarding, integrations, and implementation of business features.
- - Configured applications based on customer requirements and published data to production using APIs.
- - Wrote JavaScript scripts to translate customer requirements into functional solutions.
- - Conducted weekly and monthly review meetings with clients.
- - Collaborated closely with Engineering and Product teams, sharing customer feedback and insights.
- - Consistently recognized for ownership and performance, leading to promotion in 2024.
Technical Support Associate
Tesco Bengaluru
Bangalore
01.2017 - 01.2019
- - Provided remote troubleshooting and support for store checkout systems.
- - Analyzed issues using ISS01, ISS02, CREST, and virtual monitoring systems.
- - Delivered detailed root-cause analysis and improvement recommendations.
- - Used Zendesk for ticket management and customer communication.
- - Recognized for empathy, attention to detail, and strong problem-solving skills.
Customer Support Associate
Infosys BPO Ltd
Bangalore
01.2016 - 01.2017
- - Worked in chat support for British Telecom customers.
- - Delivered consistent customer service while meeting quality and SLA benchmarks.
Education
Bachelor of Computer Science -
Sir M Visvesvaraya Institute of Technology (Sir MVIT)
BangaloreDiploma in Computer Science - undefined
Sri Jayachamarajendra Government Polytechnic
BangaloreSkills
Training and mentoring
Inter-department collaboration
Chat platforms(Zoho Desk & Zoho Support)
Teamwork and collaboration
MS office
Team leadership
Decision-making
Performance tracking and evaluation
Documentation and reporting( ClickUp & Get Outline)
Analytical skills(Power-Bi, Zoho Reports & Dashboards)
Websites
Timeline
Customer Success Manager
Falconbrick Technologies Pvt Ltd
01.2024 - Current
Customer Success Specialist / Analyst
Falconbrick Technologies Pvt Ltd
01.2019 - 01.2024
Technical Support Associate
Tesco Bengaluru
01.2017 - 01.2019
Customer Support Associate
Infosys BPO Ltd
01.2016 - 01.2017
Diploma in Computer Science - undefined
Sri Jayachamarajendra Government Polytechnic
Bachelor of Computer Science -
Sir M Visvesvaraya Institute of Technology (Sir MVIT)