Syed Altamash
Customer Success Operations Analyst
Hyderabad,India
Summary
Innovative and Customer focused professional specializing in delivering best in class Customer Success and support structures for scalability, mobility and reliability. An energetic can-do innovator who implements sustainable solutions for complex business problems.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
Work History
Customer Success Operations Analyst
Coursera
Hyderabad, Telangana
08.2021 - Current
- Manage the Customer Success platform (Gainsight), design research, as well as planning, coordination, and execution of launching tech touch customer success service programs to optimize on-boarding, engagement, renewal, and expansion.
- Redesigned customer scorecard and customer lifecycle journey while working with management team to ensure alignment and adoption.
- Responsible for design and implementation of all Gainsight reporting for team members, leadership and QBR reviews.
- Responsible for weekly churn review process.
- Develop and manage roadmap of enhancements in collaboration with the Customer Success Leadership to further foster
automation and customer engagement. - Collaborate cross-functionally, influence stakeholders, and drive project execution and optimization.
- Define and deliver Customer Success core KPIs, metrics, productivity analytics, dashboards, and reporting across the team.
Lead Support Analyst
Gainsight
Hyderabad, India
07.2018 - 08.2021
- Subject Matter Expert of core modules of Gainsight including but not limited to Rules Engine, Scorecards, Call to Action, Activity Timeline
- Have also been part of our customer success operations team within Gainsight with primarily responsible for building and maintaining Rules, Health Scoring, and optimizing how Gainsight being used internally.
- Mentored multiple new hires; providing training, support, guidance, and assistance
- Worked closely with all stakeholders such as Development, Product Managers, and
- QA to troubleshoot issues and to find potential solutions and workarounds
- Identified errors and assisted clients in correcting and maintaining data integrity
- Implement special projects such as
- NXT upgrades and beta projects for customers.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Software Engineer
Tech Mahindra
Hyderabad, Telangana
01.2014 - 07.2018
- Over 3 years of IT experience with emphasis on Application Support, Incident, Problem and Change Management, Customer Experience Management.
- Primary Responsibilities include Incident Management, Problem Management, Change Management and Escalation management, ASM customer delivery management and coordination between clients, other vendor ASM teams and Tech M offshore teams for smooth service operations.
- POC for change management in the team. Used theHP Service Manager Tool to create change requests for the application and was responsible to get approval for the changes on Change Advisory Board (CAB) calls.
Education
Bachelor of Engineering - Computer Science
Deccan College of Engineering AndTechnology, Osmania University
Hyderabad 09.2008 - 06.2012
Skills
Gainsight
Retention and Renewal
Customer Success Strategy
Customer Success Operations
JIRA
Salesforce
Project Management
Certification
Gainsight Administrator (NXT) - Level 3
Awards & Recognitions
- Gainsight Value Award Winner - Stay Thirsty
- Agent of Quarter Q1 - 2021
- Agent of Quarter Q3 - 2020
- Agent of Quarter Q4 - 2019
- Agent of Quarter Q3 -2018
Timeline
Customer Success Operations Analyst
Coursera
08.2021 - Current
Gainsight Administrator (NXT) - Level 3
05-2020
Gainsight Administrator (SFDC)
02-2019
Lead Support Analyst
Gainsight
07.2018 - 08.2021
ITIL Foundation
04-2017
Software Engineer
Tech Mahindra
01.2014 - 07.2018
Bachelor of Engineering - Computer Science
Deccan College of Engineering AndTechnology, Osmania University
09.2008 - 06.2012