Sunitha Gowda

Background

About Sunitha Gowda

Roles- 1. Client Associate (More on Reactive client support) 2. Operations Lead (More on Team Management and Customer focus) 3. Manager, Customer Sucess (More on Key Account Management, Proactive, Customer satisfaction and Retention) Experienced with Operation for 5 +years with below aspects: 1.Solutions Engineering support (Identifying the issue and providing solutions on complicated concerns) 2.Acting as Technical Account Manager (primary point of contact for all the existing integration of premium clients) 3.Demonstrating the Product to the clients in detail (Cross-sell and Upselling) 4.Work with the Sales team for the upcoming projections plans or new projects 5.Customer Success Management ( more Proactive and Playing a major role with Key Clients) 6.Project Management (Existing and New projects on technical integrations will be managed with the end to end delivery updates until it’s live)*Responsible for the existing and new project *Act as a middleman for the team (Internal and External, Tech, Product, and Sales *Make sure the timelines are followed, discussions are up to date and the teams are aligned *Maintain Project Tracker *Guide team/customer on troubleshooting the issues Primary Focus: 1.To make sure the client is satisfied with the service. 2.To give a Premium client support 3.To be a primary point of contact on business-critical situations 4.Buildings a good connection with customers 5.To see good numbers on the business Basic Skills: 1.Microsoft excel, word, PowerPoint 2.Preparing Roster for the team 3.Preparing Presentation (Internal and External) 4.Agent performance - Audits (Review for Team) 5.Team Management 6.Training ability on product 7.Flow builder based on the customer use case-Data analysis (work on improvement steps based on the data) 8.Experience with the API collection by using postman 9.Creating a Run-book-Ability to find possible solutions to the issues/Improvement plan 10.Special projects ( Internal and External)*Partnership with third-party services *Volume/Sales Projection plan *Escalation Management