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Savitha Marimadaiah

US Citizen

Orlando, US 407-***-****

adlk4i@r.postjobfree.com LinkedIn

Customer Success Manager Service Delivery

Manager

Organized, results-driven Customer Success Manager, dedicated to exceeding customer and stakeholder needs. Functional expert for SaaS, Fusion Cloud support, enterprise software, customer success processes, and database solutions.

Managed customer success programs for global technology companies: IBM, Intel and Oracle

Experienced in cross-departmental communication, time-line management, and leveraging customer feedback to deliver exceptional solutions and workflow.

Highly analytical, detail-oriented, data-focused, and skilled in building high-performing teams

Adept at collaborating cross-functionally to implement business initiatives, improve workflow efficiency, and decrease operating costs

Recognized for being one of the top individuals at IBM’s GenX Leadership Development.

US Green Card Holder anticipating US Citizenship in 2021 Technical Proficiencies

Technologies: Oracle Fusion Cloud Modules: Human Capital Management (HCM), CRM, Oracle Tools: HCM Extract, BPM Workflow, Security Management, Salesforce (201/401), VB Net, Visual Basic IIS 5.0/6.0, Application Center 2000 (Web Farm), NLB, BigIP, Azure-900 Databases: SQL Server 2000/2005(32/64 bit). SQL Server 2008 Skills: Team Management, Technical Support, Customer Service Delivery, Project Management, Vendor Management, Client relations

Professional Experience

Oracle America Inc., Florida, USA Feb 2016 – July 2020 Senior Customer Success Engineer

Served as team lead for Customer Success of several industries for Oracle Fusion HCM and CRM product portfolio. Understood client’s business, collaborates within the organization to craft solutions, and represented client needs in project delivery. Trained new employees and answered general questions about client’s solution, troubleshooting system issues, and assisted with technical issues. Managed customer relations by soliciting and logging their feedback and feature requests. Prepared knowledge articles to assist customers and internal team. Provided post-sales support and solutions to oracle customers electronically. Observed ODM (Oracle Diagnostic Methodology) methodologies while working on service requests.

Successfully received recognition awards from Customers and Product teams.

Established relationships with support by providing assistance to maximize customer satisfaction.

Recognized with various awards from customers and peers for services rendered. Savitha Marimadaiah 407-***-**** adlk4i@r.postjobfree.com 2

IBM Mar 2010 – Mar 2015

Service Delivery Manager

Supervised Global Service Delivery Management activities for three different service lines from India . Established leadership as Global Customer Success Manager for a strategic account, Capital One Finance & Capital One Bank.

Client point of contact for daily operational delivery and issues resolution in the support of solutions managed as a service

Deliver weekly and monthly status reports and performance reports

Client delivery support providing timely and accurate reporting and creating and delivering insights to clients with Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)

Work with onshore and offshore client delivery teams to support data analysis, review inputs for accuracy, log and manage issues.

Research and respond to client inquiries in coordination with internal and external onshore and offshore teams.

Drive efficiency by continuously improving business process and task automation.

Collaborated with Senior Management to ensure fulfillment of Service Levels and development of best practices.

Managed service delivery to vital customer(s) to deliver contracted service commitments and continual service improvements.

Accomplished monthly account performance review with customer and IBM Executive Management.

Advised on service improvement plans to resolve delivery challenges affecting assigned portfolios.

Advised on service improvement plans to resolve delivery challenges affecting assigned portfolios.

Recognized for being one of the top individuals during training – GenX Leadership Development.

Received various recognitions from customers and peers for service excellence. Intel Technology, Ltd. Jan 2004 – Jan 2010

Systems Programmer

Designed, maintained, and supported large / multiple instance / high availability databases for the corporation. Hired top talent and onboarded new team members. Managed SOX coordination, reporting, incident, and crisis management.

Education

Bachelor of Engineering, Electronics & Communication University of Mysore, India

Licenses & Certifications

MCP, MCSA (Microsoft Certified System Administrator) ITIL V3 Foundation Certified

PMP Certification Training

IBM GenX Leadership Development Program-Trained for People Manager/People Management, Infrastructure Management, Remote Infrastructure Management, Deign Coordinator, Service Delivery manager, Delivery Manager. IBM leadership training aimed at grooming management talent for IBM India from an elite group of high performers. The curriculum was based on Global Leadership Curricula framework for “Emerging Leadership Segment”.

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