Vamsi Reddy
Hyderabad,TG
Summary
Customer-facing professional with 2+ years managing 45+ enterprise accounts at Cognizant on Oracle ERP, across manufacturing and supply chain verticals. Owned the full client lifecycle across Procure-to-Pay and Finance modules — onboarding, health monitoring, escalation management, and operational reporting. Currently at Accenture managing customer retention and growth for a UK telecom client. Consistent delivery: 96%+ SLA adherence, 55% reduction in resolution time, zero account churn across two years. Certified in Customer Success and CRM. Looking to bring this foundation into a SaaS CSM or Product Operations role.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Retention & Growth Specialist
Accenture
Hyderabad
02.2026 - Current
- Handle direct customer conversations focused on retention and account growth — identify upsell opportunities for data and service packages through consultative calls, with churn prevention as the primary outcome.
- Resolve customer issues end-to-end across inbound channels — own each case from first contact through to resolution, ensuring the customer never needs to follow up twice.
- Maintain customer relationships across inbound and outbound touchpoints with consistent focus on first-contact resolution and long-term account satisfaction.
- Client: VMO2 (Virgin Media O2, UK)
Independent Business Consultant
Self-Employed
Hyderabad
01.2023 - 02.2025
- Managed client advisory engagements independently — reinforced structured communication, documentation, and analytical problem-solving habits built at Cognizant.
- Built Excel-based monitoring and reporting frameworks for portfolio management.
- Planned career transition period; health-related pause mid-2024 — fully recovered and available for immediate joining.
Customer Success & Account Manager — Oracle ERP
Cognizant Technology Solutions
Hyderabad
11.2020 - 12.2022
- Led go-live training and product adoption for 15+ customization releases across managed accounts — trained 80+ client users on new workflows, created role-specific walkthroughs, and ran post-launch check-ins; structured go-live training reduced post-launch support tickets by 40%.
- Built client-facing enablement documentation for every customization — workflow guides, configuration logic explanations, and self-service troubleshooting references. Reduced client dependency on support by 35% and cut average new-user ramp time from two weeks to under five days.
- Identified upsell and expansion signals across managed accounts — flagged 10+ SLA upgrade opportunities; 3 accounts expanded their contracts within the engagement period based on flagged opportunities.
- Managed a portfolio of 45+ enterprise client accounts as the single point of contact from onboarding through ongoing success — one accountable owner for every open issue, every milestone, and every escalation.
- Designed and executed structured onboarding programs — hands-on walkthrough sessions (2-3 per release cycle), written implementation guides, and post-go-live check-ins; drove a 20% reduction in first-90-day support tickets.
- Built and maintained account-level health tracking across all assigned accounts — monitored SLA adherence, ticket aging, invoice resolution velocity, and hold ratios to identify at-risk accounts early.
- Maintained 96%+ SLA adherence across 35-40 tickets per week at L1 and L2 — tracked aging in real time, escalated proactively, and kept breach rate under 4% across the full two-year engagement.
- Reduced reactive client escalations by 30% by monitoring weekly patterns across all accounts and maintaining a running risk log — shifted from firefighting to proactive pattern detection.
- Prepared and delivered Quarterly Business Reviews for all managed accounts — presented SLA performance, issue trends, and upcoming release impacts to procurement leads and senior stakeholders.
- Drove a 55% reduction in average issue resolution time (from 4 days to 36 hours) by building a reusable diagnostic playbook adopted across the support function.
- Oracle ERP R12 | Enterprise Technical Support | Manufacturing & Supply Chain Verticals
Education
B.Tech - Mechanical Engineering
MVGR College of Engineering
Vizianagaram06-2020
Skills
- Customer Success: Onboarding & adoption enablement, client health monitoring, QBR support, escalation management, retention focus, stakeholder communication, success planning
- CRM & Platforms: HubSpot CRM, enterprise ticketing systems — quick learner on Gainsight, Salesforce, Intercom, Zendesk
- Technical: SQL / PL/SQL (procedures, triggers, cursors), Oracle ERP R12 (AP, PO, Finance), ERP diagnostics, data extraction & reconciliation
- Analytics & Reporting: Excel (pivot tables, aging trackers, health dashboards, trend analysis), root cause analysis, account-level reporting
- Core Strengths: Proactive issue detection, cross-functional collaboration, documentation, training delivery, process standardization
- Customer relations
- Expert problem solving
- Analytical thinking
KEY METRICS AT A GLANCE
- 45+ enterprise accounts
- 96%+ SLA adherence
- 55% faster resolution (4 days → 36 hrs)
- 140+ issues resolved in one fix
- 22% first-time resolution improvement
- 30% fewer reactive escalations
- 20% drop in post-onboarding tickets
- 17% CSAT improvement
- Zero account churn over 2 years
Certification
- Customer Success Foundations Professional — ChurnZero Academy
- CRM Analytics — HubSpot Academy
- Working with Ticketing Systems — HubSpot
- Excel Business Skills
Accomplishments
Achieved Jnana Bhoomi Scholarship of 8 lakh for securing Top Ranker Certificate in Eamcet
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Retention & Growth Specialist
Accenture
02.2026 - Current
Independent Business Consultant
Self-Employed
01.2023 - 02.2025
Customer Success & Account Manager — Oracle ERP
Cognizant Technology Solutions
11.2020 - 12.2022
B.Tech - Mechanical Engineering
MVGR College of Engineering