AKULA SHRAVYA
Dubai,UAE
Summary
A dedicated and an enthusiastic Customer Success Analyst with a strong commitment to enhancing customer success strategies. Seeking a role where I can leverage my expertise in data analysis, collaboration, and customer-centric thinking to contribute to the growth and satisfaction of both customers and the business.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Assistant manager PreSales
Tanla Digital Labs FZ LLC
Dubai
06.2024 - 09.2024
- Conducted capability demonstrations of product offerings and facilitated platform and services presentations, effectively highlighting key features and value propositions to enhance prospective clients' understanding and showcase the benefits of our solutions.
- Initiated onboarding processes for new clients, ensuring a smooth transition and alignment with their business needs.
- Created Business Requirement Documents (BRD) to define project scope and client expectations, streamlining communication and project initiation, while also collaborating with the sales team to develop technical and commercial proposals that align with client needs.
- Developed customized presentations tailored to enterprise use cases, enhancing client engagement and facilitating informed decision-making, leading to increased adoption of our services by new customers.
Senior Customer Success Analyst
Tanla Platforms Limited
Hyderabad, India
09.2020 - 04.2024
- Promoted the success of a business by regularly assessing product performance and customer needs, leading to 100% customer retention by implementing changes based on feedback and insights
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement
- Resolved customer technical issues, resulting in a 30% decrease in technical issue resolution time and a significant boost in customer satisfaction
- Developed and presented over 50 customer use cases and scenarios, aligning client business requirements with platform capabilities, which enhanced client satisfaction
- Managed on-boarding processes for 40 clients, ensuring that their expectations and goals were fully met
- Assisted customers in realizing value and achieving a clear ROI, contributing to a 20% increase in revenue from existing business accounts
- Prepared and delivered product documentation and demonstrations, effectively showcasing platform features to over 50 clients
- Strong expertise in requirements management processes, including standard tools and techniques such as facilitated meetings, use cases, mapping documents, models, and other requirements management tools
- Collaborated with cross-functional teams to provide timely assistance to customers, partners, and internal staff for technical support-related issues
- Collaborated with the sales team to develop targeted upsell and cross-sell strategies, leading to a 25% increase in revenue from existing accounts.
Education
Bachelor's degree - Civil Engineering
National Institute of Technology
Warangal, India 08.2016 - 05.2020
Intermediate -
Toppers Junior College
Hyderabad, India 04.2014 - 05.2016
Skills
- In-depth business analysis
- Customer Service Orientation
- Teamwork and Collaboration
- Adaptability and Resilience
- Conflict Resolution
- Effective Communicator and Negotiator
- Data-driven Decision Making
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Languages
English
Fluent
Telugu
Native
Hindi
Intermediate
Certification
Google Project Management Certificate
- Completed a comprehensive program covering essential project management skills, including project planning, project execution, risk management, and stakeholder communication.
- Developed understanding of Agile methodologies and effective communication strategies.
Internship in Project Management and Design
Engaged in a live project to learn and apply concepts of Bill of Quantities, and contributed to the design of a roof shed for a metro station by modeling in SAP 2000 and preparing the design documentation.
Accomplishments
Coordinator, Sponsorship and Public Relations, National Institute of Technology, Warangal
Led Sponsorship and Public Relations for Technozion 2019, South India’s second-largest technical fest with over 5,000 participants.
Managed key sponsorships and promotional strategies, enhancing event visibility.
Timeline
Assistant manager PreSales
Tanla Digital Labs FZ LLC
06.2024 - 09.2024
Senior Customer Success Analyst
Tanla Platforms Limited
09.2020 - 04.2024
Bachelor's degree - Civil Engineering
National Institute of Technology
08.2016 - 05.2020
Intermediate -
Toppers Junior College
04.2014 - 05.2016
Google Project Management Certificate
- Completed a comprehensive program covering essential project management skills, including project planning, project execution, risk management, and stakeholder communication.
- Developed understanding of Agile methodologies and effective communication strategies.
Internship in Project Management and Design
Engaged in a live project to learn and apply concepts of Bill of Quantities, and contributed to the design of a roof shed for a metro station by modeling in SAP 2000 and preparing the design documentation.
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