Sriram TV
Delhi
Summary
I have a strong background in bridging the gap between technical requirements and customer business outcomes. I have 13+ years of experience designing, implementing, onboarding, and optimizing business solutions to drive revenue growth.
Overview
13
13
years of professional experience
Work History
Head of Customer Success - North America
Rocketlane Technologies
Chennai
04.2024 - Current
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction by creating account plans.
- Implemented feedback loops from customers into product development processes.
- Manage and monitor account health via regular customer cadence and customer success tools.
Senior Manager - Customer Success/Account Management
SalesDuo Inc
Chennai
12.2022 - 03.2024
- Introduced a continuous feedback mechanism which resulted in a 12% increase in customer retention across the org
- I manage a team of 7-8 AMs/CSMs and help them identify up-sell and cross-sell opportunities in each customer account through monthly interactions
- I serve as the main point of contact for Enterprise customers, understanding their varying post-sales needs. This involves regular check-ins to drive the adoption of key business KPIs.
- Reduced customer churn by 20% in 2023 across my accounts.
Solutions Architect
Chargebee Technologies
Chennai
08.2021 - 12.2022
- Helped scale the solutions engineering e-commerce team globally to build solutions that integrate Chargebee with e-commerce platforms and help with subscription business
- Design and present customized demonstrations to showcase the value proposition of Chargebee products
- Provide strategic advice on how Chargebee solutions can address specific client challenges and enhance business processes
- Develop and deliver compelling business cases and ROI analyses to demonstrate the financial benefits of Chargebee implementations.
Lead-Solution Engineering
Freshworks Inc
Chennai
02.2017 - 08.2021
- I led the solutions engineering customer experience(CX) team for mid-market and enterprise deals in India & SAARC
- Closed the largest deal for Freshworks with an agent/user count of 5200 licenses
- Developed custom applications, workflows, and integrations to extend the Freshworks platform to meet unique client needs
- Worked with regional sales managers to help design and sell strategic product value, develop client-focused solutions, and document solutions in our solution document
- Conducted thought leadership webinars to further the visibility of the product.
Senior Business Analyst
Cognizant Business Consulting
Bengaluru
04.2016 - 02.2017
- I was responsible for delivering proposal responses to RFI/RFP's from various Fortune 500 companies across retail, banking & financial services, health care, and Insurance domains
- Worked on technologies like Salesforce, MS Dynamics, Siebel CRM & ServiceNow depending on client requirements.
Procurement Engineer
Kaleesuwari Refinery Pvt Ltd
Chennai
08.2014 - 05.2015
- I managed Central Procurement of all Engineering-related machinery and spares for 4 plants in South India, using the SAP MM module
- Achieved 87% Purchase Requisition to Purchase Order completion ratio within the first 3 months.
Engineer - Procurement
MRF Ltd
Arakkonam
08.2012 - 08.2014
- Procurement of both Engineering spares and machinery and Raw materials for a plant with an annual turnover of Rs.4000 crores
- Won 'Special Mention Award' for reduction of Sub Stores Inventory in the Arakonam Plant, MRF Ltd, 2013.
Education
MBA - Operations Management
Great Lakes Institute of Management
Gurgaon 04.2015 - 04.2016
B.E - Mechanical Engineering -
RMK Engineering College
Chennai09.2010
Skills
- Customer Success
- Cloud Technologist
- Customer Relationship Management
- Business Process Analysis
- Digital Transformation
- Solution Architecture
- Solution Engineering
- Account Management
- Business Intelligence
- Salesforce
- AWS
- Financial Solutions
Personal Information
Title: Account Management | Solution Engineering | CRM I Financial & Retention Solutions
Languages
- English
- Hindi
- Tamil
- Malayalam
Timeline
Head of Customer Success - North America
Rocketlane Technologies
04.2024 - Current
Senior Manager - Customer Success/Account Management
SalesDuo Inc
12.2022 - 03.2024
Solutions Architect
Chargebee Technologies
08.2021 - 12.2022
Lead-Solution Engineering
Freshworks Inc
02.2017 - 08.2021
Senior Business Analyst
Cognizant Business Consulting
04.2016 - 02.2017
MBA - Operations Management
Great Lakes Institute of Management
04.2015 - 04.2016
Procurement Engineer
Kaleesuwari Refinery Pvt Ltd
08.2014 - 05.2015
Engineer - Procurement
MRF Ltd
08.2012 - 08.2014
B.E - Mechanical Engineering -
RMK Engineering College
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