CRM - Salesforce, Hubspot, NetSuite
Suma Kalipatnapu
SaaS Consultant
Al Bateen,UAE
Summary
Accomplished professional with 7+ years of qualitative experience in the SaaS industry consultative sales, Account Management, and Customer Success roles. Have working experience in team management, mentoring new reps, content design for enablement, communication with CXOs, B2B sales management, new process set-up, drafting RFP responses, and client servicing.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
5
5
Languages
Work History
Senior Customer Success Manager - North America
Slintel, a 6Sense Company
Bengaluru, India
08.2021 - Current
- Functioning as Senior Customer Success Manager for the CS Department leading accountability for complete churn, retention, onboarding management, and converting the passive & detractor NPS rating to promoters.
- Developed strategy and managed customer user forums' implementation—initiated improvements in service procedures, policies, and standards.
- Maintained a Gross Renewal Rate of >80% and Net Retention Rate (through upsells) of >105% in my book of accounts for the past 3 consecutive quarters.
- Significant contribution in designing process for Farming, pricing structures for expansion, cross-functional Rules of engagement, Champion building metrics, and CS playbooks.
- Actively contributed to scaling our team from three to eight members and have been mentoring all the new reps joining the team.
Enterprise Account Manager - MEA & EU
Whatfix, Digital Adoption Platform
Bengaluru, India
05.2020 - 07.2021
- Responsible for front-end sales to Enterprises and large Enterprises in the
- EMEA region, driving adoption everywhere concept in their ERP and other
- Digital transformation journeys
- Achieved >150% sales target in the first quarter after joining the team and 100% in consequent quarters
- Mentored eight new hires for a successful onboarding into their respective sales roles
- Designed training and enablement structure for EMEA market reps to increase the lead conversion rate from the inbound or marketing qualified leads
- Have been part of several Global RFPs and have a 50% win rate with the proposal or response built with attention to detail
- Emerging player of the year award at Whatfix for being the top performer among all the new hires in 2020 and for being able to hit targets for all the business quarters.
Account Manager & Customer Success - EU, MEA, USA
Chargebee
Chennai, India
06.2018 - 05.2020
- SaaS product for Subscription management & Recurring billing, Achieved 150% and above of the expansion targets assigned consecutively for eight months in Chargebee
- Contributed to 47% of the cross-selling achievement of Chargebee in 2019
- Mentored a team of four Account Managers at Chargebee to ensure equal growth opportunities in all customer segments and quality service
- Significant contribution in designing process for Farming, pricing structures for expansion, cross-functional Rules of engagement, Champion building metrics to build a strong Account Management division
- Successful in moving >30% of legacy customers to current plans which resulted in revenue growth
- Rain Maker award at Chargebee for being able to contribute about 36% of the total company expansion in FY 19-20.
Account Executive
EBSCO Information Services
01.2016 - 04.2018
- Reported to Regional Sales Manager and responsible for sales of product lineswith 450+ products, including publisher content and Software as a Service(SaaS) products
- End to end sales cycle from cold calls to renewal management and upsells inthe customer life cycle
- Attained 300% sales targets and achieved sales club membership (global)in EIS
- Initiated cold calling for the new prospects' generation with a significantcontribution towards ensuring a high level of consumer satisfaction byestablishing and maintaining a harmonious relationship with potentialcustomers.
Holiday Expert International Destinations, MakeMyTrip
03.2015 - 02.2016
- Responsible to convert inbound holiday experience sales for DXB, EU and SEAcountries
- Set new benchmarks for 6% Gross profit margin attainment in SEA countries.
Education
Master's - Marketing and IT
National Institute of Technology
07.2012 - 08.2014
Bachelor's - Computer Science
Jawaharlal Nehru Institute of Technology
10.2008 - 05.2012
Skills
Team Building
Key accounts development
Customer consultations
Expert in customer relations
Business-to-customer expertise
Revenue growth
Team mentoring
Business Process Design
Accomplishments
- “Emerging player of the year” award at Whatfix for being the top performer among all the new hires in 2020 and for being able to hit targets for all the business quarters.
- “Rain Maker” award at Chargebee for being able to contribute about 36% of the total company expansion in FY 19-20.
- 300% sales club membership (global) in EIS.
Software
Customer Success tools - Chrunzero, Spekit, Asknicely
Timeline
Senior Customer Success Manager - North America
Slintel, a 6Sense Company
08.2021 - Current
Enterprise Account Manager - MEA & EU
Whatfix, Digital Adoption Platform
05.2020 - 07.2021
Account Manager & Customer Success - EU, MEA, USA
Chargebee
06.2018 - 05.2020
Account Executive
EBSCO Information Services
01.2016 - 04.2018
Holiday Expert International Destinations, MakeMyTrip
03.2015 - 02.2016
Master's - Marketing and IT
National Institute of Technology
07.2012 - 08.2014
Bachelor's - Computer Science
Jawaharlal Nehru Institute of Technology
10.2008 - 05.2012