Nivedha S
Chennai
Summary
Proactive and meticulous customer engagement professional with over 4 years of experience in SaaS industry. Customer-oriented team player with expertise in creating and cultivating strong relationships with optimal satisfaction levels while building profits and revenue generation.
Overview
4
4
years of professional experience
Work History
Product Success
Entropik
03.2024 - Current
- Collaborated closely with the product team, design and engineering team on product roadmap.
- Onboarding the clients and helping in product adoption.
- Working on newsletter, product announcements and feature updates.
Operations Manager
LogiNext Solutions
09.2023 - 03.2024
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Utilized advanced analytics to assess product performance metrics and customer usage facilitating data-driven decision, resulting in continuous improvement with an increase of 30% of Customer satisfaction.
- Single-handed responsibility of NPS and Product adoption and achieved an increase of 46% in product adoption of assigned accounts.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Communicating relevant business information with internal stakeholders and providing structured feedback to the product team.
Product Specialist
Freshworks
08.2021 - 09.2023
- Primarily working on customer support, onboarding, adoption, retention, expansion (Cross-sell/up-sell) and work across different teams for strategic growth.
- Had prevented multiple churns and converted more than 25 accounts that were considered to be high-risk, to high paying stable accounts, with significant improvement of 30% in account health.
- Responsible for managing relationships of over 100 mid-market strategic accounts that generate $50,000K monthly revenue across the UK/US Region.
- Liaised with clients to better understand business needs and current market landscape and Managed product demonstrations and testimonials for performance evaluation.
- Validated Feature requests and helped product team in managing the requests by priority and feasibility resulted in 100+ new features and enhancements and 32% reduction in requests accumulation.
- Created visual oriented and detailed Knowledge Base Articles on the topics like analytics and automation which reduced 60% of incoming related tickets.
Analyst
Athenahealth
02.2020 - 06.2021
- Learned to generate leads and identify the target customers and communicate more efficiently with customers and got familiarity with C language, SQL, API and networking.
- Understood the problems and requirements of the customers and analyzing their use cases and giving them the best input about using the product.
Education
Bachelor of Engineering -
SSN College of Engineering
Chennai, TN04.2019
Skills
- Customer Account Management
- Strategic Planning
- Customer Retention
- Customer Relations
- Training programs
- Pipeline Development
- Customer Relationship Building
- Customer Advocacy
- Customer service excellence
- Product Adoption
- Onboarding and Implementation
- Churn Management
- Empathy
- Customer adoption/ expansion
Accomplishments
- Appreciated and recognized by most of the customers and gained their trust and received more than 50 testimonials.
- Have consistently maintained excellent metrics with SLA’s over 96% and was also one of the few peers with a customer engagement score of 100% and health score of 85%
- Recognized by SDR’s and Account Managers for proactively helping them avoid churn and acquire deals by providing the right technical support and engagement.
Software
- MS tools / Gsuite
- Gsuite
- Salesforce / Hubspot
- Freshworks Suite of Products
- Jira
- Confluence
- Survey Monkey
Timeline
Product Success
Entropik
03.2024 - Current
Operations Manager
LogiNext Solutions
09.2023 - 03.2024
Product Specialist
Freshworks
08.2021 - 09.2023
Analyst
Athenahealth
02.2020 - 06.2021
Bachelor of Engineering -
SSN College of Engineering
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