Archana Dwarakinath

***** ********* ******* ******

Charlotte, NC 28277

704-***-****

ad3zuo@r.postjobfree.com

Customer Success Manager

Eager to bring my strong leadership skills and quantitative analysis skills along with a customer first mindset to the organization and its customers to reach their success goals. Passionate about data driven and strategic initiatives to maximize customer lifetime value. With a proven experience in developing best practices, retention strategies and setting performance objectives for the team, I am looking forward to an opportunity to contribute to the company’s continued success that not only aligns with my skills and background but also resonates with my professional values. SKILLS

● Customer Relationship Management

● Customer analysis and insights

● Onboarding and Support strategies

● Analytical and data oriented mind set

● Creative problem solving

● Empathetic communication

● Customer training and education

● Data collection and reporting

● Product expert in SaaS industry

● Organizational and Leadership skills

● Handson experience with Salesforce, Zendesk, Catalyst, Jira and Sigma

● Flexible, Adaptable with a demonstrated desire for continuous learning EXPERIENCE

Sense talent labs, Bangalore — Customer success associate Nov 2021- May 2023.

● Utilized automated systems and analytics to differentiate between engaged/healthy customers and those in need of consultation, effectively addressing issues and offering prescriptive help to ensure customer satisfaction.

● Implemented proactive outreach strategies to respond promptly to customer inquiries and requests for assistance, maintaining high levels of customer satisfaction and loyalty.

● Identified and capitalized on expansion opportunities within the customer base, successfully closing sales and driving revenue growth.

● Implemented monthly customer surveys to meticulously analyze feedback data, thereby optimizing customer service strategies and enhancing overall satisfaction.

● Collaborated closely with cross-functional teams, particularly Customer Success Managers, to drive customer adoption and maximize client outcomes.

● Renewed customer contracts through strategic relationship management, demonstrating value and securing long-term partnerships.

● Engineered tailored onboarding strategies to facilitate smooth customer transitions to new products and services, resulting in a notable 40% acceleration in onboarding efficiency.

● Developed comprehensive educational and training materials, resulting in heightened customer comprehension of products and services, thereby driving a significant 20% increase in customer usage rates

42Sky Cloud Technologies, Bangalore — Content marketing Intern Nov 2020- Jan 2021

● Created white papers, website content, and blogs on current technologies, enhancing brand visibility and engagement.

● Led website redesign and restructuring efforts, optimizing user experience and navigation.

● Implemented passive and content marketing strategies to increase online visibility and drive traffic.

● Utilized Wix.com for online webpage development, ensuring consistent branding and messaging.

Cognizant, Bangalore— Associate project

April 2011- April 2015

Project: GICR - EDGE TRADE ( Banking and Finance)

Team Lead and Subject Matter specialist for perceptive data tool used in identifying new solutions and image scaling patterns.

● Primary point of contact with the client to understand business requirements and to provide scalable solutions.

● Devised a generic approach using keywords to identify data in electronic payment forms.

● Acted as data source to extract invoice and remittance information from electronic payment forms using Perceptive tool while integrating it with the Receivables browser application.

● Developed dotnet modules to capture text from the scanned images, Database management, scripts test of the developed modules using SLA report.

● Significantly contributed towards the tool creation called SLA Compare which is a web application that minimizes the manual effort required to compare the SLA reports and allows the user to save comments.

● Written many reusable functions in brainware distiller designer and brainware verifier.

● Streamlined the processes to help the team adopt and adapt to the Brainware tool

Project: ENTERPRISE CLAIM SYSTEM (Healthcare)

● Held the responsibilities as a team member in developing the functionalities of service scenarios with respect to the customization setup.

● Responsible for all types of data validations across all the UI pages using JavaScript, CSS, Angular JS.

● Analyzed the correctness of the system in Business perspective, effectively Identified the gaps and efficiently fixed the gaps..

● Worked for the improvement of Look and feel of the application by modifying CSS file and master pages.

ACHIEVEMENTS

● Spearheaded the successful onboarding of over 200 customers onto a newly launched product, ensuring timely delivery and customer satisfaction.

AWARDS

● Star performer of the team - Dotnet developer

● Above and Beyond - Recognized for exceptional performance as a team lead, mentor, and Subject Matter Expert.

EDUCATION

PES University, Bangalore— MBA Sept 2019- June 2021 MBA in Business Analytics - Skilled in Statistics, Python, R, Tableau, Microsoft Excel and management.

AIT, Chikkamagaluru— Bachelor of Engineering Sept 2006- May 2010 BE in Computer Science

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