Sriraman Gurusamy
Global Onboarding Head
Chennai
Summary
Strategic and results-driven Global SaaS Onboarding Lead with deep expertise in Agile, Scrum, and project management. Skilled in streamlining customer onboarding, driving adoption, and enhancing operational efficiency. Proficient in leveraging LLMs and Python to automate workflows and optimize decision-making. A collaborative leader with a strong ability to manage cross-functional teams, execute high-impact projects, and build successful partnerships. Exceptional at managing partners, fostering strong relationships, and aligning goals to drive business growth. Passionate about innovation, continuous improvement, and customer success in the SaaS ecosystem.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
5
5
Languages
Work History
Global Onboarding Head
Zluri
12.2023 - Current
- Handled implementations globally with track record of onboarding accounts worth of $1.1 Million
- Participated in daily stand-ups, sprint planning, and retrospectives to improve onboarding workflows and implemented a kanban board (JIRA) to track where customers got stuck in onboarding.
- Leveraged Scrum methodologies to streamline customer onboarding, enhancing efficiency and accelerating time-to-value.
- Streamlined implementation processes by identifying inefficiencies and implementing best practices, resulting in reduced project timelines.
- Developed comprehensive training materials for new Implementation Managers, improving onboarding efficiency and team cohesion.
- Maintained accurate records of project documentation including status reports, meeting minutes, resource tracking spreadsheets which aided future decision-making activities efficiently when required often.
- Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
- Created detailed project plans outlining scope, timeline, resources, and deliverables, ensuring all stakeholders were aligned with expectations.
- Utilized analytical tools to evaluate post-implementation success metrics, identifying areas for further optimization or refinement as needed.
- Implemented continuous improvement initiatives that resulted in increased efficiency across various stages of the implementation process.
- Collaborated with cross-functional teams to ensure successful project outcomes, fostering strong relationships within the organization.
- Evaluated effectiveness of current onboarding strategies by conducting regular surveys with employees who recently completed the program
Lead- Technical Onboarding Manager
Freshworks
02.2021 - 08.2023
- My current role depends on managing partner stakeholders of India region which includes, handling a team of 4 partner engagement specialists, managing projects, define process workflows, best practices, and circulate it across the stakeholders to track the partner led implementations
- Enable and onboard customers and partners to adapt Freshworks products right from product demonstrations during the engagement and also design partner training programs to enable partners to implement our products to other customers
- Applied Scrum principles to optimize customer onboarding processes, reducing time-to-value.
- Write clear and well-structured business requirements/documents that would assist the partners to drive the implementation successfully
- Work closely with partners and project stakeholders to enable them in defining project goals and objectives as well as planning and delivering the project
- Engaging user experiences and improving feature adoption rates to help improve Customer's product stickiness rate
- Right from the deal sign-off, I take care of product training and hyper care once they are live with the product.
Senior Solution Engineer
Chargebee
06.2020 - 01.2021
- Work alongside other sales team members to demonstrate Chargebee, and the offering from Chargebee to clients and answer any technical questions interim
- Ability to uncover the challenges and issues a business is facing by running successful and targeted discovery sessions and workshops
- Able to architect/build proposed solutions and successfully execute proof of concepts (POCs), onsite or remote
- Answering product-related queries in a timely manner and maintaining customer relationships thus ensuring customer satisfaction.
Senior Product Support Specialist
FourKites, Inc
01.2019 - 08.2019
- Worked at the customer facing environment
- Understanding SaaS model to onboard and implement the product has been the daily driver
- Worked with Cross functional product and engineering teams to conceptualise solutions
- Debugging errors by using multiple tools and sorting issues within the expected ETA.
Workplace/Company
Verizon
04.2016 - 07.2018
- RFP/RFI responses, sizing and capacity estimation, cost benefit analysis derivation
- Reviewing SOW and accordingly write the requirement document which the field team would understand and implement
- Also worked with helpdesk team for an year, in which my role is to solve ITSM queries.
Technical Support Consultant
Sutherland
01.2015 - 03.2016
- Worked closely with virus removal along with Windows team to troubleshoot Windows drivers/updates related issues
- Troubleshooting issues with DSL and UVERSE modems and routers
- Meeting the SLA & compliance as per the Organisation's terms and condition.
Technical Support Engineer
Concentrix
09.2013 - 12.2014
- Managed core network includes all Operating Systems to provide and implement the solution for the clients across Globe
- Dealing with installation of SEP and its in server and client computers Running virus patches in servers ensuring safety and security
- Also was a part of infrastructure setup and implementations of Remote Devices.
Education
MBA - IT & Finance -
Indian School of Business Management & Administration
01.2013 - 01.2015
B.Sc Mathematics -
Madurai Kamaraj University
Madurai 01.2010 - 01.2013
Skills
Scrum
Agile
Project management
Python
LLM
Websites
Personal Information
Timeline
Global Onboarding Head
Zluri
12.2023 - Current
Lead- Technical Onboarding Manager
Freshworks
02.2021 - 08.2023
Senior Solution Engineer
Chargebee
06.2020 - 01.2021
Senior Product Support Specialist
FourKites, Inc
01.2019 - 08.2019
Workplace/Company
Verizon
04.2016 - 07.2018
Technical Support Consultant
Sutherland
01.2015 - 03.2016
Technical Support Engineer
Concentrix
09.2013 - 12.2014
MBA - IT & Finance -
Indian School of Business Management & Administration
01.2013 - 01.2015
B.Sc Mathematics -
Madurai Kamaraj University
01.2010 - 01.2013
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