S.SAI KRISHNA
Customer Success Manager
Madurai
Summary
Results-driven Customer Service Manager with 15 years of experience leading high-performing teams to enhance customer satisfaction and drive business success. Adept at developing and implementing support strategies, optimizing workflows, and leveraging data-driven insights to improve service efficiency. Skilled in conflict resolution, team leadership, and CRM systems, with a strong focus on delivering exceptional customer experiences. Proven ability to collaborate cross-functionally to resolve escalations, improve processes, and boost customer retention.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
Customer Support Lead
Innomaint (Vijay Global Services)
Madurai
06.2023 - 11.2024
- Led a portfolio of 25 strategic accounts, fostering relationships and successfully upselling services contributing to a 30% increase in annual contract value.
- Pioneered a customer engagement strategy that boosted product adoption rates by 30% through tailored workshops and training sessions
- Implemented data-driven success plans, resulting in a 98% customer retention rate and a 15% reduction in churn within my account portfolio.
- Collaborated with the sales and marketing teams to refine the customer journey, leading to a 20% increase in conversion from trial to paid subscriptions.
- Conducted quarterly business reviews with top 10% of accounts, which facilitated an average increase in contract value by 30% annually.
- Spearheaded a cross-departmental team to address key customer issues, reducing resolution time by 40% and enhancing overall customer satisfaction scores.
- Spearheaded a user training program for new software features, which was credited with a 50% reduction in support tickets,
- Developed and implemented a strategic plan to identify at-risk accounts, reducing churn by 5% and securing key accounts.
- Conducted deep-dive analyses into customer usage data to inform product development, influencing three major feature rollouts adjusted to user needs.
- Negotiated and closed multi-year renewal agreements with key accounts, achieving 100% of the targeted renewal rate.
- Acted as an advocate for customer needs within the company, influencing product development and contributing to a 25% increase in feature adoptions.
- Orchestrated the onboarding of new enterprise-level customers, reducing time-to-value by 50% compared to the previous year.
- Facilitated customer up-sell and cross-sell processes, increasing product sales by 12%.
- Utilized customer health metrics to customize interventions for at-risk accounts, reversing potential churn and solidifying business with 98% of accounts.
- Utilized customer feedback surveys to quickly identify and resolve customer issues, resulting in a 91% customer satisfaction rating, a 15% increase from the previous year.
- Led quarterly business reviews with C-level executives across multiple key accounts, influencing the decision-making process and alignment of our services with their strategic goals.
- Tested any new enhancements or bug fixes that are part of new add-on module release.
- Gathered the customer requirements for new features/functions on SAAS/On-Premise solution to better fit the customers' needs.
- Performed analysis suggested improvements to the SAAS solution and validating the business needs of such improvements.
- Implemented a customer feedback loop using advanced CRM tools, leading to a 30% increase in product feature adoption and a 10% rise in NPS scores
- Built and maintained strong, trusted relationships with important stakeholders across a portfolio of diverse accounts that increased net promoter score (NPS) a 30%.
- Conducted regular performance evaluations and provided constructive feedback for continuous improvement among team members.
- Mentored junior team members, providing guidance on best practices and professional development opportunities.
- Developed and maintained relationships with key clients, ensuring long-term customer loyalty.
- Coordinated efforts with product management teams to ensure effective user experience based on customer feedback.
Head-Client Service & Operations
Condor Supply Chain Solutions Pvt Ltd
Madurai
12.2019 - 01.2023
Operations Manager
TVS Logistics Services Limited
Madurai
05.2017 - 05.2019
Ecommerce Manager
Bestomart Internet Pvt Ltd
Trichy
09.2016 - 03.2017
Customer Support Operations Manager
Blaze Web Services P Ltd (Client of ABT Inc. USA)
Madurai
10.2013 - 08.2016
Assistant Manager Customer Support
Excel Infra Engineering P Ltd (Partner of Mahindra Group)
Madurai
08.2008 - 09.2013
Education
M.B.A - Retail Management
Bharathiar University
Coimbatore 12.2009 - 12.2011
B.Sc - Computer Science
Madura College
Madurai 05.2005 - 05.2008
Skills
Customer Relationship Management
Team Leadership
Customer Success Management Platforms
Product Adoption Strategies
Cross-selling and Up-selling
Customer Feedback Analysis
Customer Onboarding Programs
Collaboration with Sales and Product Teams
Strategy Development and Execution
Activities
- Best Employee of the year 2014
- Inter Basket Ball Championship awarded by Madura College
- Advanced Excel Certification
Personal Information
- Father's Name: T. Srinivasa Raghavan
- Mother's Name: S. Geetha
- Date of Birth: 12/08/88
- Nationality: Indian
- Marital Status: Married
- Religion: Hindu
Timeline
Customer Support Lead
Innomaint (Vijay Global Services)
06.2023 - 11.2024
Head-Client Service & Operations
Condor Supply Chain Solutions Pvt Ltd
12.2019 - 01.2023
Operations Manager
TVS Logistics Services Limited
05.2017 - 05.2019
Ecommerce Manager
Bestomart Internet Pvt Ltd
09.2016 - 03.2017
Customer Support Operations Manager
Blaze Web Services P Ltd (Client of ABT Inc. USA)
10.2013 - 08.2016
M.B.A - Retail Management
Bharathiar University
12.2009 - 12.2011
Assistant Manager Customer Support
Excel Infra Engineering P Ltd (Partner of Mahindra Group)
08.2008 - 09.2013
B.Sc - Computer Science
Madura College
05.2005 - 05.2008
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