Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Kiran Nadukula

Senior Manager, Client Outcomes
Hyderabad

Summary

Dynamic and results-oriented professional with over 12.5 years of experience in customer success, solution engineering, and client outcomes management. Demonstrated expertise in cultivating strategic client relationships, driving exceptional customer engagement and retention through tailored solutions. Skilled in designing and implementing complex data-driven strategies to maximize operational efficiency, boosting platform usage and client satisfaction. Recognized for exceptional leadership and people development, having effectively scaled and managed high-performing teams from 15 to 35 members. Proficient in cross-functional collaboration, ensuring customer feedback informs product innovation and service enhancement. Committed to fostering a customer-centric environment and advancing continuous professional development to achieve superior client outcomes.

Overview

12
12
years of professional experience
6
6
Certifications
4
4
Languages

Work History

Senior Manager, Client Outcomes

Gainsight
04.2022 - Current
  • Promoted from Manager to Senior Manager in recognition of strong leadership and outstanding performance.
  • Led an expanded team of 35 professionals, up from 15, crafting and executing strategies to significantly enhance client satisfaction and retention.
  • Oversaw the measurement and analysis of key performance indicators to ensure client engagement strategies aligned with business objectives.
  • Collaborated effectively with cross-functional teams, including sales, product, and engineering, to communicate client feedback and drive continuous improvements in service offerings.
  • Spearheaded the development of training programs to equip team members with the latest tools and client engagement techniques, fostering a culture of continuous professional development.
  • Continued partnership with internal teams to advocate for client needs and influence future product innovations, ensuring customer-centric development.

Lead, Solutions Engineer

Gainsight
04.2021 - 03.2022
  • Served as the primary technical liaison, resolving complex client issues and advising on customer success best practices.
  • Cultivated strong relationships with key stakeholders across ten diverse accounts, boosting satisfaction through personalized solutions and proactive management.
  • Established a systematic approach to validate client outcomes, significantly increasing client retention rates.
  • Mentored and supported junior consultants to promote a collaborative, excellence-focused team environment and client success.
  • Effectively managed multiple client projects, ensuring timely delivery aligned with client goals and objectives.
  • Analyzed client feedback to identify trends, enhancing product offerings and the overall client experience.
  • Developed extensive documentation for solution implementations and conducted training sessions to deepen client understanding and utilization of platform features.

Senior Solutions Engineer

Gainsight
04.2020 - 03.2021
  • Fostered strategic partnerships and delivered customized solutions to enhance customer engagement.
  • Engineered and implemented intricate data-driven solutions, optimizing platform utilization through automated workflows and improved operational efficiency.
  • Collaborated with product management, engineering, and support teams to ensure successful solution implementation and resolved client challenges promptly.
  • Utilized broad technical expertise to troubleshoot and address complex client queries, maintaining a high standard of service and support.

Tead Lead

Zenoti
11.2018 - 03.2020
  • Managed team of 8 individuals focused on resolving Customer Support Issues daily.
  • Act as primary escalation contact for high priority support cases, encompassing comprehensive triage management.
  • Assess risks stemming from current product capabilities identified in incoming Support requests and collaborate with Product team to achieve resolution.
  • Served as primary contact for nearly 8 risk accounts, facilitating regular meetings to discuss updates on open items.
  • Facilitated communication between clients and organisation to enhance collaboration.
  • Resolved customer requests and complaints, ensuring satisfaction and retention.
  • Minimised customer churn through proactive engagement strategies.
  • Contributed to product design and development processes for improved offerings.
  • Conduct product knowledge sessions for customers to enhance product adoption.
  • Enforce adherence to SLAs and Key Metrics aligned with organisational expectations and objectives.
  • Collaborate with internal teams to address customer needs and requirements while overseeing customer expectations.
  • Recruit and mentor support team to ensure efficient customer communications.

Technical Lead

Sumtotal Systems
09.2014 - 10.2018
  • Collaborated with leadership to address escalated customer concerns and streamline operations.
  • Developed complex SQL queries for reporting and collaborated with vendors for successful product implementations.
  • Contributed to ETL governance team by resolving critical issues.
  • Led training sessions and created documentation to enhance team efficiency.
  • Monitored issue resolution processes and delivered weekly reports to executive management while providing custom SQL scripts for customer needs.

Associate Software Engineer

Sutherland Global Services
06.2013 - 08.2014
  • Executed pre-checks on data specifications and requirements.
  • Facilitated discussions with client to address data conversion challenges.
  • Executed data cleansing to rectify inconsistencies prior to loading
  • Optimised databases for migration through data analysis on client servers.

Education

Bachelor of Technology -

Vignana Bharathi Institute of Technology
Hyderabad, India
04.2001 -

Intermediate(12th Grade) -

Narayana Junior College
Hyderabad, India
04.2001 -

High School Certificate(10th Grade) -

Sacred Heart High School
Hyderabad, India
04.2001 -

Skills

Customer Success

Gainsight Administration

SQL

ETL

Excel

Data Analytics

Project Management

Team Leadership

Performance Monitoring

Strategic planning

Certification

Gainsight Level 1 Certification

Timeline

Senior Manager, Client Outcomes

Gainsight
04.2022 - Current

Lead, Solutions Engineer

Gainsight
04.2021 - 03.2022

Senior Solutions Engineer

Gainsight
04.2020 - 03.2021

Tead Lead

Zenoti
11.2018 - 03.2020

Technical Lead

Sumtotal Systems
09.2014 - 10.2018

Associate Software Engineer

Sutherland Global Services
06.2013 - 08.2014

Bachelor of Technology -

Vignana Bharathi Institute of Technology
04.2001 -

Intermediate(12th Grade) -

Narayana Junior College
04.2001 -

High School Certificate(10th Grade) -

Sacred Heart High School
04.2001 -

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Kiran NadukulaSenior Manager, Client Outcomes