Srimathi Parthasarathi
Manager, Customer Success
Chennai
Summary
Experienced leader with a proven track record of streamlining operations to reduce costs and enhance organizational efficiency. Utilizes strong decision-making abilities and sound judgment to drive positive outcomes. Committed to achieving company success through strategic problem-solving and effective leadership.
Overview
21
21
years of professional experience
5
5
years of post-secondary education
5
5
Certifications
Work History
Manager, Customer Success
Freshworks
Chennai
04.2024 - Current
- Consistently exceeded performance targets and demonstrated strong customer success expertise, leading to recognition and promotion into a people management role.
- Earned promotion by showcasing leadership potential through proactive account management, cross-functional collaboration, and driving measurable business outcomes.
- Led churn mitigation strategies, achieving 103% retention attainment and improving customer retention.
- Delivered impactful presentations to align teams on new processes, driving clarity and focus.
- Conducted knowledge-sharing sessions to enhance team expertise and foster collaboration.
- Proactively mitigated churn by forecasting risks and implementing strategies to minimize stakeholder impact.
- Increased product adoption by 10% across the portfolio, driving exceptional customer engagement outcomes.
- Improved data logging hygiene by 300%, through process improvements, expectation setting, and targeted training.
- Negotiated favorable outcomes through bold tactics and decisive account strategies.
- Transitioned into a people management role, leading a team in the ANZ region and stabilizing operations amidst a steep learning curve.
- Fostered a culture of ownership, accountability, and collaboration within the team, driving high performance and success.
- Contributed to QBRs, influencing strategic account discussions and enhancing leadership presence.
Customer Success Manager
Freshworks
Chennai
04.2022 - 04.2024
- Consistently exceeded 115% churn attainment, with the exception of Q2, and significantly enhanced customer engagement metrics.
- Established expertise as an IT Service Management (ITSM) Product leader, effectively managing the enterprise portfolio amidst complex challenges.
- Transformed multiple satisfied customers into Success Stories, collaborating closely with the advocacy team to showcase key successes.
- Focused on increasing visibility within leadership, planning and executing initiatives such as product lead expansion and churn mitigation.
- Developed and structured strategic plans from the start of 2024, ensuring effective, year-long execution to meet and exceed set objectives.
- Positioned as a key advocate for the ITSM portfolio across the APMEA region, driving impactful outcomes and long-term customer success.
Customer Success Manager
TUTELA
Milton Keynes
10.2020 - 11.2021
- Accountable to a complex project as the first one and has gained clarity and stability generating excellent customer satisfaction. Proud to have gained their trust in just 7 months!
- Took charge of a customer midway through the project and has seen them renew for an ARR of $200k.
- Actively listens to customers' requests, confirming full understanding before addressing concerns.
- Produced video materials to help improve product knowledge
- Constantly reviews how our product helps solve customers’ challenges in the journey of their success
- Working on creating customer support strategy to increase customer retention.
- Regular check-ins to ensure engagement and product adoption
- Keeps an eye for upsell and cross-sell opportunities
Senior Web Application Support
SPIKA, United Kingdom
Milton Keynes
10.2019 - 03.2020
- Championed business process improvement initiatives by creating a comprehensive RACI model Authored technical assets on Spotlight in Confluence on solutions, best practises and processes
- Identified the loopholes in the JIRA projects and drove the changes
- Provided in-depth technical and application support to configure services supporting web-based portals in development and production environments.
- Tested web-based application Spotlight at various levels, including UAT, system and integration
- Generated customized reports using SQL Supported various teams distributed across geographies for new implementations, enhancements & bug fixes using Jenkins and GitHub
- Tested and implemented Web APIs for the portal using POSTMAN and Developer tool in Chrome Affluent in interpreting JavaScript and JSON TEOCO, United Kingdom.
Senior Technical Consultant & Client Relationship
TEOCO Corporation
02.2008 - 04.2019
- Exponentially reduced penalty by 70% with proactive support processes
- Proven expertise in end-to-end production support including problem resolution, application administration and configuration for TELENET, a major mobile service provider in Belgium
- Promoted as the Escalation point of contact for incident management, user issues and requests, technical troubleshooting, analysis and resolution
- Achieved resolving the issues within 15% of the available resolution time
- Deeply involved in process and procedural changes and keeping customers informed of them
- Spearheaded the support team in Belgium as being the first member of the team
- Piloted through the complex migration projects (Application and Database) of TEOCO products at remote locations in Belgium and The Netherlands
- Created effective meeting agendas in order to capture appropriate client information, needs, and concerns
- Obtained a detailed understanding of clients' internal processes and workflow to enable better service delivery and enhanced client relationship
- Demonstrated ability to work remotely with minimal supervision while effectively managing time
- Actively involved in discussions on SLA, KPI and continuous process improvements
- Pioneered a massive knowledge repository on problem notes/workarounds on unresolved issues around specific features of ASSET
- Analyzed monthly KPIs to assess the failure hotspots and implement ITIL’s best practices JIRA / Scrum Master
- Handled the periodic meetings of bugs and enhancements Closely monitored releases and communications related to the releases Ensured there were no roadblocks for the teams to deliver the releases
- Synchronized the process expectations to reflect in the User Interface of JIRA to facilitate the teams following the process
- Kept a tracking of the backlog up to date by working with Product Owners and Project Manager
- Delivered reports on bugs and enhancements Ladbrokes, United Kingdom.
Software Tester
Alcatel-Lucent
09.2004 - 12.2006
- Developed tools in S12INT voice and data switch for Next Generation Networks (NGN) to automate recursive tasks
- Proven expertise in Data Package Creation
- Played major role in the testing phases of the roll out
- Was part of manual, regression, feature and system testing of the application
- Developed an internal team website in the Intranet for simplifying the way project communication was handled and was well appreciated by management
- Participated in the CCMi interview panel and was one of the key players in Alcatel India achieving CMM certification – Received accolades from CXO levels for organizing a company-wide welfare event.
Education
Diploma - Business Management
Indian Institute Of Management
01.2005 - 01.2006
Diploma - Information Technology
NIIT
01.2002 - 01.2003
Bachelor of Science - Computer Science
University of Madras
01.2000 - 01.2003
Skills
Conflict resolution
Problem Solving
Team leadership
Operations management
Strategic planning
Decision-making
Certification
Amazon Web Services Cloud Practitioner
Timeline
Manager, Customer Success
Freshworks
04.2024 - Current
Customer Success Manager
Freshworks
04.2022 - 04.2024
Customer Success Manager
TUTELA
10.2020 - 11.2021
Senior Web Application Support
SPIKA, United Kingdom
10.2019 - 03.2020
Senior Technical Consultant & Client Relationship
TEOCO Corporation
02.2008 - 04.2019
Diploma - Business Management
Indian Institute Of Management
01.2005 - 01.2006
Software Tester
Alcatel-Lucent
09.2004 - 12.2006
Diploma - Information Technology
NIIT
01.2002 - 01.2003
Bachelor of Science - Computer Science
University of Madras
01.2000 - 01.2003
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