Tejaswini Ponnala
Customer Success Manager
Hyderabad,TG
Summary
Dedicated operations and customer success expert with a strong background in SaaS, specializing in operations management, customer success, quality assurance and product development.
I am passionate about delivering exceptional service, I’ve successfully led teams, managed data migrations with zero errors, and created solutions that enhance customer satisfaction. I'm committed to fostering long-term relationships and helping clients maximize their potential.
Overview
2024
2024
years of professional experience
5
5
years of post-secondary education
Work History
Consultant
Bookee
7 2023 - 8 2023
- Documented data migration workflows and processes.
- Created flow diagrams for data migration automation, reducing cleanup time from 8 hours to 1 hour.
- Validated and migrated data from various software platforms to Bookee.
- Trained a team of new hires on the data migration process from various software to Bookee from scratch.
Operations Manager
Bookee
07.2022 - 06.2023
- Managed a team of 5 Customer Success Managers, ensuring adherence to MRR targets and project timelines.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Resolved high-priority escalations to prevent customer churn.
- Coordinated cross-functional teams to prioritize and deploy feature requests.
- Led data migration processes with zero errors and improved data import efficiency.
- Created training videos on product functionalities and onboarding process for streamlined onboarding of new hires.
- Researched and wrote product specification documents for new feature implementation on Bookee.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
Senior Customer Success Manager
Bookee
05.2021 - 03.2022
- Provided comprehensive customer support, product testing, and onboarding services across global regions.
- Onboarded over 50 SMB businesses to Bookee, serving as the primary contact for implementation, solution development, training, and post-launch support.
- Ensured clients fully utilized Bookee to enhance revenue and boost customer satisfaction.
- Handled data migration from diverse software platforms with zero errors.
- Developed apps for iOS and Android platforms and integrated Bookee pages into various websites.
- Created extensive documentation and knowledge base resources to enhance customer support efficiency.
- Mentored new hires and managed high-risk churn accounts to ensure customer satisfaction and retention.
- Tested product features end to end and wrote test cases to ensure there were no bugs in the new features being deployed.
Product Specialist
Zenoti
11.2016 - 12.2020
- Headed India region, collaborating with over 1000+ centers across multiple regions as a Product Specialist and Implementation Consultant.
- Worked closely with clients to understand business requirements and customize solutions to meet their business workflows.
- Raised and implemented new feature requests, driving operational efficiency for clients.
- Utilized Salesforce and Basecamp for project tracking and communication.
- Led data migration projects from previous software platforms to Zenoti, ensuring seamless transitions for clients.
- Created an efficient process for onboarding additional locations, ensuring a seamless experience that reduces time and eliminates errors.
QA Tester Intern
Zenoti
08.2016 - 11.2016
- Performed manual exploratory testing, uncovering defects during new product releases.
- Tracked defects and reported test results using JIRA.
- Provided timely feedback to developers on identified issues, enabling rapid resolution of bugs before launch deadlines.
- Developed detailed test cases based on business requirements documents, ensuring accurate coverage of all functionalities under review.
Education
Master of Science - Engineering Management
University of South Florida
Tampa, Florida 04.2015 - 05.2016
Bachelor of Engineering - Electronics and Communication
Vasavi College of Engineering
Hyderabad, India 10.2010 - 05.2014
Skills
Customer Relationship Building
Customer Retention and Churn Identification
Software Implementation and Data Migration
Strategic Planning
Training and mentoring new hires and customers
Account Management
Customer Support
Product Documentation
Quality Assurance
Additional Information
Star Award recipient at Zenoti for successfully taking 200+ single locations live within 2 months
Timeline
Operations Manager
Bookee
07.2022 - 06.2023
Senior Customer Success Manager
Bookee
05.2021 - 03.2022
Product Specialist
Zenoti
11.2016 - 12.2020
QA Tester Intern
Zenoti
08.2016 - 11.2016
Master of Science - Engineering Management
University of South Florida
04.2015 - 05.2016
Bachelor of Engineering - Electronics and Communication
Vasavi College of Engineering
10.2010 - 05.2014
Consultant
Bookee
7 2023 - 8 2023
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