Santosh Reddy
Customer Success Manager/Operations Lead
Hyderabad
Summary
Accomplished Professional Direct Delivery Manager with a proven track record at Sonata Software, enhancing customer success metrics through effective communication and delivery management. Excelled in quality control at Unisys, boosting team performance. Known for ITIL framework expertise and mentoring abilities, consistently achieving and surpassing goals.
Overview
16
16
years of professional experience
2
2
Certifications
1
1
Language
Work History
Professional Direct Delivery Manager
Sonata Software
09.2016 - Current
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Analyzed customer data/services deployed to identify trends and develop strategies to improve customer success metrics .
- Have engaged with internal teams to identify ways to enhance customers utilization by providing tailored solutions.
- Conducted regular account reviews with customers to assess progress and strategize future growth opportunities for clients.
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
- Conducted regular performance reviews with team members, identifying areas for improvement and offering constructive feedback.
Quality Analyst
Unisys Global Services India Pvt Ltd
05.2011 - 06.2016
- Supporting Microsoft Global Accounts based in North America & India.
- Auditing support Incidents & giving feedback to Associates and responsible for providing RCA on escalations.
- Plan and conduct meetings with subordinates to ensure compliance with established practices, to implement new policies and to keep employees abreast of current changes and standards.
- Publishing weekly, monthly and quarterly Dashboards and preparing action plans by coordinating with Operations to improve team performance and achieve the set targets.
- Regular 1:1 session with the Associates to gauge their process knowledge.
- Conduct JCM sessions with the Associated & calibration sessions with Process leads.
Technical Support Engineer
Mahindra Satyam
04.2008 - 12.2010
- Worked as Tech Support Analyst with ISP and helping customers with Office and Networking devices.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
Education
Bachelor of Science - Electronics And Computer Science
Bhavans Collage
Hyderabad, India 04.2001 -
Skills
Delivery Management
ITIL Framework
Effective Communication
Quality Control
Written Communication
Certification
AZ-104(Azure Administrator Associate)
Timeline
Professional Direct Delivery Manager
Sonata Software
09.2016 - Current
Quality Analyst
Unisys Global Services India Pvt Ltd
05.2011 - 06.2016
Technical Support Engineer
Mahindra Satyam
04.2008 - 12.2010
Bachelor of Science - Electronics And Computer Science
Bhavans Collage
04.2001 -
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