Swarnam Ramnarayanan Email & Phone Number

Newark, CA, US

United States

United States

Bengaluru, Karnataka

• Managed renewals of mid and strategic accounts with $75K < ARR < $250K
• Generated renewal reports with Tableau on a quarterly cadence to showcase up sell/ down sell/ churn/ NRR/ GRR and product usage/adoption which enabled CSM team to improve customer retention rate (~9%).
• Refined Gainsight 360 dashboard - scorecard, success planning, CTA, and timeline.
• Operated extensively in Salesforce.

Bangalore

• Executed the engagement and support for 28000+ customers across different time-zones and improved the CSAT score from ~45% to >75% over 2qtr. by reducing FRT to < 2 hrs.
• Excelled at management of the team, expanded a seed team consisting of 2 members to team of size 5 and enabled an SLA improvement of 80% for simple queries with shifts for covering multiple time zones.
• Planned and deployed CRM software integration with 100% up-time that enabled a structured methodology for customer interactions (tickets, chat, phone).
• Mined and analyzed data from CRM to intercept product feature definition during sprint planning process based on market research and competitive data.
• Generated and analyzed CS metric reports on a quarterly cadence to improve health scores by identifying weak spots in resolution time, retention rates, per agent KPI leading to 20% reduction in customer escalations.
• Led a map team developing core and custom map solutions and successfully delivered 1800+ core maps.

• Owned each active customer's experience across customer life-cycle, including on-boarding, driving adoption, debug, continued engagement for 15K customers.
• Drove product feature enhancement (time series, export, themes, etc. averaging about 10 enhancements per quarter) by providing customer insight to product management, marketing, and sales teams.
• Managed an average of 150 unique tickets across different levels of support categories.
• Designed and built story boards for pre/post sales product demos that helped improve the conversion of prospective customers by 20%.

Bangalore

Involved in data mining and management of client web pages and was engaged in part time work for the above mentioned period.

London, United Kingdom

• Conceptualized and developed a search engine that is available for free (100%) to the public and continues to be in use (Financial conduct authority) where people can search for information regarding all authorized.