Sini Merlin Varghese
Customer success Manager
BENGALURU
Summary
Industry-experienced Customer Success Manager with over four years of experience in customer success and retention initiatives. Demonstrated history of increasing customer onboarding success rate by 30%, customer satisfaction scores of 93%, and decreasing customer churn rates by 10%. Responsible for identifying customer training needs and improving product utilization, resulting in a 12% increased customer adoption rate.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work History
Customer Success manager
Wicked Reports
03.2022 - 03.2024
- Analyzed customer needs and developed strategies to improve customer experience, leading to a 20% increase in customer satisfaction scores
- Owned the integration and setup of the SaaS product with various client tech stacks, effectively reducing the onboarding period from 90 days to 60 days
- Supported customer product adoptions by developing comprehensive customer orientation and education programs
Customer Support Team Leader
Quintype Technologies India Pvt Ltd
01.2021 - 03.2022
- Effectively managed, developed, and trained staff, contributing to a team that achieved a 97% CSAT score, surpassing the annual goal
- Implemented training programs enhancing team's capabilities and reducing dependency on the development team by 32%
- Pioneered the integration of webhooks and chat software, boosting team efficiency and reducing reliance on direct agent support for client queries
- Established comprehensive internal documentation, leading to efficient resolution of recurring issues
Product Support Champion
Quintype Technologies India Pvt Ltd
06.2018 - 12.2019
- Defined product requirements and user stories, ensuring clear communication and alignment with stakeholder expectations
- Created comprehensive user documentation, facilitating better product understanding
- Revamped the client onboarding process, achieving a 4% increase in satisfaction scores and reducing onboarding times by 30%.
Deputy Process Owner
Oracle India Private Limited
07.2016 - 06.2018
- Contributed to the successful transition and testing phase from ERP Oracle R12 to ERP Fusion, enhancing system efficiency
- Diligently worked to reduce redundant data, facilitating smoother operations and improved data management
Financial Analyst
Oracle India Private Limited
06.2014 - 09.2016
- Expertly managed vendor accounts, ensuring accurate creation and monitoring of purchase orders and invoices in compliance with organizational standards
- Efficiently processed an average of 50 purchase orders daily, ensuring accurate vendor statement reconciliation and resolution of payment issues.
Education
Master of business Administration - Finance
Kristu Jayanti College (Autonomous)
07.2016 - 05.2018
Bachelor of business Administration - Finance
CMR - Institute of Management Studies
06.2011 - 05.2014
Skills
Project Management Tools
undefinedTimeline
Customer Success manager
Wicked Reports
03.2022 - 03.2024
Customer Support Team Leader
Quintype Technologies India Pvt Ltd
01.2021 - 03.2022
Product Support Champion
Quintype Technologies India Pvt Ltd
06.2018 - 12.2019
Deputy Process Owner
Oracle India Private Limited
07.2016 - 06.2018
Master of business Administration - Finance
Kristu Jayanti College (Autonomous)
07.2016 - 05.2018
Financial Analyst
Oracle India Private Limited
06.2014 - 09.2016
Bachelor of business Administration - Finance
CMR - Institute of Management Studies
06.2011 - 05.2014
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