SRIDEVI GOUTHARAJU
Hyderabad
Summary
Results-driven Customer Success and People Operations Leader with 14 years of experience in project delivery. Skilled in client account management, cross-functional coordination, and operational governance. Proven ability to drive initiatives from planning to execution while effectively managing dependencies and collaborating with diverse teams.
Overview
1
1
Certification
22
22
years of professional experience
Work History
Customer Success Manager
Harri
Hyderabad
06.2023 - Current
- Managed end-to-end client accounts to enhance adoption, relationship health, stakeholder alignment, and long-term success for 46k monthly users.
- Drove client initiatives through planning, execution, stakeholder communication, and dependency tracking, partnering closely with product, implementation, and support teams to ensure project success.
- Collaborated with clients and internal teams on business reviews, KPIs, usage trends, feedback, and product enhancements to drive adoption and maximize value realization.
- Conducted regular check-ins and support calls to enhance client relationships and maintain high levels of satisfaction.
- Led project governance activities, tracking status, managing actions, coordinating escalations, and overseeing cross-functional dependencies to ensure timely delivery.
- Coordinated product requirements, stakeholder input, and release priorities as product owner for Engage 360 platform at Harri.
- Partner with cross-functional leaders to support inclusion, strengthen cultural identity, and improve employee experience across India operations.
Employee Engagement Specialist - Process Lead
Amazon
Hyderabad
02.2021 - 05.2023
- Led end-to-end employee severance and Reduction in Force process operations, supporting transition and go-live activities for country-specific and global services.
- Played a key role in Reduction in Force operations, ensuring adherence to Indian and U.S. employment requirements and delivering sensitive transitions with confidentiality and care.
- Streamlined severance and garden-leave workflows, ensuring precise calculations and collaborating with legal stakeholders for documentation compliance.
- Managed complex process and project escalations with a customer-experience lens, ensuring timely resolution and clear stakeholder communication.
- Coordinated knowledge transfer and aligned processes as India Point of Contact for designing the India Bereavement Process, preparing for seamless execution.
- Designed global performance and recognition model to ensure equitable and impactful recognition across the workforce.
- Developed the Bereavement Kit for Amazon India associates to provide comprehensive support during difficult times.
Operations Manager
ADP India Pvt. Ltd
Hyderabad
08.2007 - 06.2015
- Managed multiple National Client processes within ADP's Tax & Banking/client-service environment, ensuring seamless support for multinational clients across North America.
- Led operational teams with a span of control of up to 65 employees, driving performance, coaching, process governance and team cohesion.
- Supported implementation and backend process maintenance, daily operational reporting, process controls and stakeholder coordination across business units.
- Led transition and process improvement activities, transforming business requirements into operational processes and facilitating collaboration with partner teams during implementation.
- Coordinated organization-wide engagement and capability-building initiatives, improving workplace experience and promoting employee growth.
- Led culture-building initiatives at ADP India?including VIVIDHA, MEDHA and TARANG?driving gender inclusivity, employee development and workplace engagement.
- Drove ADP's CSR presence at industry platforms such as CII and ItsAP, elevating organizational visibility and social impact.
Direct Sales & Team Leader Experience
Acuserve Muskaan
Hyderabad
02.2005 - 05.2007
Education
B.Sc. - Computer Science
Jagruthi Degree College
HyderabadSkills
- Client success
- Account management
- Stakeholder management
- Cross-functional delivery
- Project governance
- Client retention
- Gainsight
- Salesforce expertise
- Workday knowledge
- UAT coordination
- Operational governance
- Risk management
- Process transitions
Certification
Certified Train the Trainer, QAI-Certified BPO Team Leader, Lean Professional
AWARDS & RECOGNITION
GOAL - Go On And Lead, TARANG (2009 & 2010), GIFT - Give It a Fresh Thought, Most Creative Leader, Community Service Award
TRAINING & INITIATIVES LED
- Innovation (ADP): Conceptualized and conducted innovation-driven sessions for ADP India employees, fostering out-of-the-box thinking.
- DNA & LEAP Programs: Designed and executed career-pathing and capability-building initiatives focused on employee development, leadership readiness and professional growth.
- Serving as Presiding Officer for the POSH Committee, spearheading legal compliance, workplace safety initiatives, and impartial grievance redressal processes.
Timeline
Customer Success Manager
Harri
06.2023 - Current
Employee Engagement Specialist - Process Lead
Amazon
02.2021 - 05.2023
Operations Manager
ADP India Pvt. Ltd
08.2007 - 06.2015
Direct Sales & Team Leader Experience
Acuserve Muskaan
02.2005 - 05.2007
B.Sc. - Computer Science
Jagruthi Degree College