Summary
Overview
Work History
Education
Skills
Certification
ERP KNOWN ANDWORKED ON
Timeline
Generic
Sushma I

Sushma I

BENGALURU

Summary

Accomplished Customer Success Engineer with expertise in digital adoption at WalkMe Software. Proficient in Google Analytics and AdWords, enhancing client engagement and retention. Skilled in issue escalation management, consistently exceeding service level agreements. Leveraged technical acumen to drive a 20% increase in customer satisfaction, showcasing strong problem-solving and communication abilities.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Success Engineer

WalkMe Software- Digital Adoption Specialist
BENGALURU
02.2024 - 12.2024
  • Worked with WalkMe Digital Adoption Platform, a SaaS solution that helps end users navigate systems, improve workflows, and achieve objectives with ease.
  • Coordinated training sessions with clients during onboarding, ensuring all necessary modules and documentation were provided for successful product adoption.
  • Monitored and managed project management teams closely to ensure timely and successful product launches, and go-live events. Escalated high-priority cases to the Principal Pod or R&D teams, maintaining proactive communication with clients regarding ticket status and resolution progress.
  • Delivered timely responses to P1 cases, ensuring critical issues were addressed promptly, and working with the Principal Pod team for additional support when needed to ensure the KPI scores are maintained well for client satisfaction. Analyzed customer ARR data to identify the risks and areas of improvement, developing recommendations to enhance customer engagement and retention for the client during the end of their contract.
  • Collaborated with Account Management teams to align on account strategy, execution, and expansion opportunities.
  • Coordinated internal resources across engineering and product support teams to ensure successful technical discussions and the execution of customer solutions. Used the prior technical skills to assist the client immediately, as that helped with the upsell and cross-sell opportunities, contributing to revenue growth and maximizing ROI for customers.
  • Leveraged WalkMe AI to analyze customer data and product performance insights, offering actionable recommendations to enhance customer experience, and optimize product engagement.
  • Schedule calls and chat sessions with clients on an appointment basis to address and resolve issues promptly. Ran WalkMe API commands on the console to generate access tokens and automate internal processes, ensuring seamless integration and data flow.

Senior Support Engineer

Khoros Software
BENGALURU
08.2020 - 08.2023
  • Worked primarily on ensuring the Khoros software (SaaS) is utilized to the maximum by the client to manage their social networking businesses with the software, such as Facebook, WhatsApp, Twitter, etc., by communicating with the client on a daily basis.
  • Focused on Khoros Analytics and Tags implementation using Keywords, Lucene, metadata, and RegEx(mostly given by the clients) method to add tags to generate the user data in the Analytics. Also, resolving product and outage issues, or escalated cases, by providing the desired results to de-escalate the case where we troubleshoot and improvise.
  • Assisted clients in setting up the SSO using the API v1 and v2. Partnered with the client in resolving upgrade-related issues, raising internal JIRAs. Used SumoLogs to read and debug the issue. Generated API session keys and created raw exports using the GET and POST requests, and helped with the conversation ID, network ID, and instances.
  • Updated the changes requested to the Java files using the Eclipse workspace in order to make the changes requested by the clients for the websites, if it is within the support limit.
  • File product deployment requests on behalf of our clients, and implement the site changes requested (following the Agile method). Also, Identifying additions and improvements needed in the Khoros product documentation.

Support and Implementation Engineer

Milestone Inc
BENGALURU
12.2019 - 07.2020
  • Worked on a custom built CMS known as the Milestone CMS, which involved front end programming (HTML, CSS), testing/debugging, and the usage of chrome developer tools. The process involved new pages to the site, packages, carousels, and booking link updates with FTP, Photoshop, etc. for the customer's existing website on the Milestone CMS.
  • Worked on the front end programming building websites including HTML, CSS, Javascript, testing/debugging, and browser tools with the custom-based CMS.
  • Also, worked on adding new pages to the site, packages, carousels, and booking link updates with FTP, Photoshop, etc.
  • Knowledgeable exposure to digital marketing with considerable amount of knowledge on Google Analytics, Google Adwords, Google Shopping, PPC and paid Ads.
  • Closely worked with the understanding of the complete deployment life cycle from design, build, test, deploy.
  • Handled the highest number of escalated tickets and got them addressed, while maintaining ownership of the ticket and communication with clients. Diagnosed and fixed issues with the client’s website infrastructure or digital marketing products/tools.
  • Closely worked with the understanding of the complete deployment life cycle from design, build, test, deploy.
  • Supervised most of the projects received for the Team (All the projects received to the Bangalore Team) and have always met internal and external service level agreements (SLA).
  • Handled the highest number of escalated tickets and got them addressed, while maintaining ownership of the ticket and communication with clients.

Implementation Specialist

Cognizant Technology Solutions (Google Vendor Operations)
BENGALURU
10.2018 - 10.2019
  • We prioritized the swift implementation of solutions as soon as a new client is onboarded. Gained experience in digital marketing, with a solid understanding of Google Analytics, Google AdWords, Google Shopping, PPC, and paid advertising.
  • Our team worked with various e-commerce platforms and CMS providers, integrating Google Analytics and AdWords codes into the website to deliver enhanced solutions for our clients. This approach allows us to provide a comprehensive e-commerce solution while measuring user interactions on their site.
  • We begin by identifying the client’s primary goals, using this information to customize their website to meet specific needs. This often involves tracking key elements such as pages, buttons, events, and messages, as well as generating custom reports.
  • We configure Google Analytics, AdWords, and the Merchant Center to monitor data, helping to optimize conversions on the website.
  • We assist external clients and advertisers with the implementation of technical codes, assess their needs, and adjust configurations to align with their business processes.
  • Additionally, we thoroughly test and troubleshoot the final website setup, providing end-user support throughout and after the implementation phase.
  • We also support shopping campaigns by creating targeted ads, selecting keywords to boost search rates, setting up ad groups, and managing the Merchant Center.

Technical Support

Convergys India Service Pvt. Ltd. (Intuit)
BENGALURU
10.2016 - 10.2018
  • The primary responsibility involved the complete management of the QuickBooks application, an accounting software used by the customers. The process involved technically assisting the clients regarding installation, troubleshooting, upgrades, and updates concerning QuickBooks.
  • The process involved technically assisting the clients regarding installation, troubleshooting, upgrades, and updates concerning QuickBooks.
  • Assisted clients in converting the desktop version of QuickBooks into the SaaS upgrade, QuickBooks Online. Also managed the issues during the conversion using the Sybase application to identify and manually fix the file with predefined SQL scripts.
  • Managing SLA, TAT, and CSAT, and handling escalations as directed by upper management.

Education

Bachelor of Science - Bachelors in Computer Applications

Manipal University Jaipur
Jaipur
06-2026

Diploma - Information Science & Technology

The Oxford Polytechnic, Bangalore, Karnataka
Bengaluru
06-2013

Some College (No Degree) - Pre-university in PCMB

GGJC, Malleshwaram Girls College
Bengaluru
04-2010

Skills

  • Customer service and retention
  • Issue escalation management
  • Service level agreement oversight
  • Salesforce knowledge
  • JIRA skills
  • Fundamentals of HTML and CSS
  • Web implementation techniques
  • Basic SQL proficiency

Certification

  • Google Tag Manager, Analytics, and AdWords
  • Web Design Fundamentals - Udemy
  • WordPress Theme & Plugin Development - Personal Interest
  • Google Adwords & Analytics
  • Google guidelines for web design - Udemy
  • Google Chrome DevTool mastering

ERP KNOWN ANDWORKED ON

  • Salesforce (7 years of hands-on experience)
  • JIRA
  • Service desk
  • Experience in Citrix environment (IRIS, LivePerson)

Timeline

Customer Success Engineer

WalkMe Software- Digital Adoption Specialist
02.2024 - 12.2024

Senior Support Engineer

Khoros Software
08.2020 - 08.2023

Support and Implementation Engineer

Milestone Inc
12.2019 - 07.2020

Implementation Specialist

Cognizant Technology Solutions (Google Vendor Operations)
10.2018 - 10.2019

Technical Support

Convergys India Service Pvt. Ltd. (Intuit)
10.2016 - 10.2018

Bachelor of Science - Bachelors in Computer Applications

Manipal University Jaipur

Diploma - Information Science & Technology

The Oxford Polytechnic, Bangalore, Karnataka

Some College (No Degree) - Pre-university in PCMB

GGJC, Malleshwaram Girls College

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