Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
Generic

Venkata Raghavan

Senior Customer Enablement Manager
Hyderabad, Telangana

Summary

Dedicated Customer Success and Enablement Manager with a strong foundation in SaaS HR technology, and over a decade of leadership experience in BPO operations. Passionate about empowering clients and teams to succeed by delivering seamless onboarding, driving product adoption, and creating exceptional customer experiences. Proven ability to align strategic goals across functions, enhance service delivery, and exceed performance KPIs through data-driven insights and continuous process improvement. Skilled in mentoring high-performing teams, building lasting client relationships, and transforming challenges into growth opportunities.

Overview

25
25
years of professional experience
4
4
Languages

Work History

Sr. Customer Enablement Manager

Phenom Pvt Ltd
Hyderabad
11.2023 - Current
  • Led client and talent enablement programs to accelerate product adoption and ensure user proficiency by go-live, driving early value realization.
  • Spearheaded global webinar series, showcasing critical product features to a diverse audience across various time zones.
  • Developed bespoke, on-demand training modules catering to niche talent acquisition market segments.
  • Monitored training participation metrics, supplying executive leadership with weekly analytical reports.
  • Implemented strategies to enhance product utilization among disengaged customer segments.
  • Delivered comprehensive 30, 60, 90-day post-implementation satisfaction reports to improve client experience.
  • Provided exclusive, customized training to high-value Enterprise and Elite clients upon request.
  • Analyzed and synthesized Service-Based Reporting (SBR) data for strategic accounts following implementation.

Customer Success Manager

Phenom Pvt Ltd
Hyderabad
04.2022 - 10.2023
  • Led Customer Success strategies for top-tier clients, maximizing ROI for Phenom SaaS products.
  • Drive consistent engagement by orchestrating weekly/bi-weekly meetings with client advocates.
  • Execute strategic Business Reviews with principal stakeholders to highlight value delivery.
  • Partner with Account Managers to streamline client demonstrations for additional modules.
  • Analyze and deliver monthly performance metrics to the CSM Director.
  • Oversee and accelerate the resolution process for significant or persistent technical challenges.
  • Share pivotal insights and best practices across the Customer Success team to foster continuous improvement.

Customer Success Manager

DarwinBox Digital Solutions Pvt Ltd
Hyderabad
12.2021 - 03.2022
  • Drive client engagement and alignment through proactive weekly governance calls.
  • Expedite bug resolution reporting to maintain robust system integrity.
  • Implement strategic module adoption and retention tactics to enhance customer satisfaction.
  • Consistently attain target Net Promoter Score (NPS), demonstrating exceptional customer loyalty.

Lead - Customer Success Manager

Omnitracs, LLC
Hyderabad
09.2017 - 11.2021
  • Led a cross-regional team of 15 as a Customer Success Expert, managing over 650 accounts in the SME, Strategic, and Enterprise sectors.
  • Excelled in customer on-boarding, delivering smooth transitions and dedicated support for new clients.
  • Provided customized weekly and monthly web-based training to address varied client requirements.
  • Initiated Monthly Check Point calls to reinforce program engagement and maintain client activity.
  • Conducted impactful Executive Business Reviews, presenting vital Program Performance analytics to stakeholders.
  • Drove contract renewals and achieved high customer retention rates through strategic engagement.
  • Served as a Trusted Advisor to clients, fostering strong relationships and advocating for customer needs internally.
  • Took full ownership of client issues, ensuring thorough follow-up and resolution of any escalations.
  • Actively sought and implemented Process Improvement strategies to elevate customer success metrics.

Assistant Manager - Operations

ADP Pvt Ltd
Hyderabad
03.2012 - 09.2017
  • Drove initiatives surpassing monthly Productivity goals and Operational Key Performance Indicators in accordance with Service Level Agreements.
  • Raised Quality benchmarks, achieving higher Customer Satisfaction through relentless pursuit of continuous improvement.
  • Performed comprehensive performance assessments of Team Leads, creating targeted strategies to enhance process effectiveness.
  • Partnered with Workforce Management to refine staffing schedules, securing peak operational performance.
  • Initiated engaging employee programs, cultivating an environment of high Employee Satisfaction and retention.

Team Manager - Ops

TATA Business Support Services LTD
Hyderabad
08.2004 - 02.2012
  • Directed operations for two U.S.-based health and fitness sales processes, leading 7 Team Leads and a 70-member Customer Service team.
  • Managed multi-channel support including Inbound Sales, Customer Service, and Quality Control, along with Credit Processing operations.
  • Served as the key point of contact during weekly and monthly client meetings, leveraging Audio/Video conferencing for effective communication.
  • Developed and delivered impactful Process Review Presentations to internal and external stakeholders.
  • Successfully met and exceeded monthly KPIs, annual targets, and daily SLAs, ensuring exceptional service delivery.
  • Conducted insightful monthly performance evaluations for Team Leads, fostering a culture of continuous improvement.
  • Partnered with the Training department to create customized training programs based on identified quality-related training needs.
  • Utilized MIS reports to analyze performance trends, implementing corrective actions to enhance process efficiency.

Process Developer

G. E Capital international services
Hyderabad
11.2000 - 07.2004
  • Managed high-priority Customer Service escalations for G.E-issued credit cards, ensuring client satisfaction for U.S-based retail accounts.

Education

Bachelor of Business Administration (B.B.A)

Madurai Kamaraj University
1999

Skills

  • Customer Success Management

  • Partner Engagement and Success

  • BPO Operations Management

  • Operations Management

  • Program Management

  • Team Management

  • Performance Management

  • Coaching and Mentoring

Personal Information

  • Date of Birth: 08/29/79
  • Nationality: Indian

Timeline

Sr. Customer Enablement Manager

Phenom Pvt Ltd
11.2023 - Current

Customer Success Manager

Phenom Pvt Ltd
04.2022 - 10.2023

Customer Success Manager

DarwinBox Digital Solutions Pvt Ltd
12.2021 - 03.2022

Lead - Customer Success Manager

Omnitracs, LLC
09.2017 - 11.2021

Assistant Manager - Operations

ADP Pvt Ltd
03.2012 - 09.2017

Team Manager - Ops

TATA Business Support Services LTD
08.2004 - 02.2012

Process Developer

G. E Capital international services
11.2000 - 07.2004

Bachelor of Business Administration (B.B.A)

Madurai Kamaraj University

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Venkata RaghavanSenior Customer Enablement Manager