Sudhakar S
Customer Success Manager
Bengaluru,KA
Summary
Motivated professional well-versed in building customer success and experience, productive relationships, and resolving complex issues. Brings 3+ years of background in maintaining customer onboarding, customer experience, customer support, ORM, customer satisfaction, and contributing to company success. Proficient in CRM software like Freshworks, Hubspot, Servetel, Zendesk, and Intercom.
Encouraging manager and problem solver with talents for team building, leading, and motivating. Proficient in independent decision-making skills and positively impacting customer experience and company success.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
3
3
Certificates
4
4
Languages
Work History
Customer Success Manager
MyCaptain
Bangalore
02.2022 - Current
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Delighting customers by developing and implementing omnichannel SaaS-based CRMs (Hubspot and Freshdesk) and IVR solutions for customer support team.
- Played instrumental role in customer satisfaction by working with operational teams for proper resolution of service issues.
- Managed customer support team with volume of 3000+ tickets per month and coordinated department schedules to maximize coverage during peak hours.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Handling customer onboarding, Support , customer experience and feedback, and online reputation management (ORM) for MyCaptain.
- Maintaining 4.3+ ratings for MyCaptain app in App Store, Play Store, and Google Business through organic reviews and handling negative reviews.
- Drive projects independently by analyzing data and recommending process improvements that will help improve SLAs and KPIs
- Understand customer needs and pain points; ensure feedback and insights are communicated back to internal teams across Program, Tech and Product teams
- Provide direct supervision of the customer success team, which may include recruitment, evaluations, and disciplinary actions.
Customer Experience Team Lead
MyCaptain
Bangalore
12.2020 - 01.2022
- Resolved customers' issues related to online purchases, late product deliveries and other discrepancies to encourage good customer relationships.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Managed the team's high volume of incoming tickets and calls, utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Assist in creating team metrics and KRAs, as well as monitor and report on results.
- Managing operations, sales, and marketing teams with any technical and support issues that arose.
- Responsible for the experience of 8000-12000 customers on a monthly basis who take up MyCaptain courses.
Customer Support Executive
MyCaptain
Bangalore
12.2019 - 11.2021
- Listened to customers' questions and concerns to provide answers or responses.
- Managed the support team, looking at the day-to-day support operations and queries of the MyCaptain courses through different channels like emails, WhatsApp, chats, and calls and solving over 300+ tickets per day.
- Be the point of contact when it comes to escalations for internal teams and customers.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Offered free products or services to pacify irate or unsatisfied customers.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
Education
Bachelor of Technology - Mechanical Engineering
SRM University
Chennai, TamilNadu 06.2014 - 05.2018
High School - Computer Science
SKV Educational Institution
Namakkal, Tamilnadu 06.2012 - 03.2014
Skills
Leadership and Management
Certification
Freshdesk Product Expert
Timeline
Freshdesk Product Expert
11-2022
Service Hub Software for HubSpot
05-2022
Customer Success Manager
MyCaptain
02.2022 - Current
Introduction to Project Management
01-2022
Customer Experience Team Lead
MyCaptain
12.2020 - 01.2022
Customer Support Executive
MyCaptain
12.2019 - 11.2021
Bachelor of Technology - Mechanical Engineering
SRM University
06.2014 - 05.2018
High School - Computer Science
SKV Educational Institution
06.2012 - 03.2014
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