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
Documentation and Control
Support Ticket System Management
Product Knowledge
Process Improvement Skills
Customer Service Skills
Customer Retention
Customer Lifecycle Management
Customer Relationship Management
Performance Reporting
Cross-Functional Collaboration
Process Improvement
Soft Skills
Problem-Solving
Empathy
Communication
Decision Making
Leadership
Creative Thinking
Time Management
Microsoft Office Suite
Google Workspace
Data Analytics Tools
Project Management Tools
Timeline
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