Ravi N A

RAVI NAMAPALLI Address: No. 1179, 11th Cross, 22nd B Main Road, HSR Layout, Sector - I, Bangalore – 560 102 Telephone: - Email:- Knowledgeable and performance-driven Customer Success Manager with a wealth of experience in managing multiple accounts, increase sales & revenue, developing client on boarding processes. Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented Leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. CAREER PATH Novaders LLP Product Manager – Customer Success May 2017 – Till Date • Google certified “Digital Marketing” professional. • Key member of the executive team charged with formulating strategic direction and devising business development initiatives consistent with overall strategy • Cultivated business partnerships, built a successful pipeline and created new sales opportunities –On-boarded 6000 Paid users in two quarters and consistently increasing Freemium/paid subscriptions • Designed enterprise client on-boarding process and managed implementation specialists. • Responsible for managing 60+ accounts from multiple Industry and insuring quality to our clients. • Provided excellent customer service that exceeded customer expectations on a regular basis. • Supporting marketing related events, mailing and cold call campaigns to increase brand awareness and presence in the local and international market Right Insight Pvt. Ltd Cloud Product Manager Apr 2014 – Aug 2015 • Responsible for Market Research, Product Definition and Commercial Release Management to enable customers with right insights influencing their right decisions • Championed customer experience through expert analyzation and communication • Exercised independent judgment and analysis in determining the best method(s) to resolve issues and ensure customer loyalty and satisfaction. • Experience in marketing Cloud (SAAS) based products • Expertise in taking real customer requirements and developing products that is valuable, innovative, and successful • Point of first reference for all product related enquiries and work collaboratively in Clinical Research and Regulatory to address any issues that may arise • Made 25 calls per day and managed email campaign regularly to increase product awareness IHS Markit (Formerly IHS Global Pvt Ltd) Lead Engineer Dec 2005 – Oct 2012 • As Lead Engineer included - Services Sourcing, Transition Projects, Vendor Management and Operations Supervision for IHS Markit • Experience in Service Delivery, Resource management, People Management, Process Management, Team building and Consensus, Developing project scope, Customer relationship and Continuous Process Improvements • Developed very rich experience in Transition Management required for Outsourcing engagements and thus setting the stage for long term Account Management My Transition Management expertise includes- Transition project management, Process change management, Cross-cultural training • Driven Operational activities relating to training/development, and evaluation of staff performance as well as build and maintain morale and motivation amongst personnel • i2 Technologies Software Private Limited Junior Engineer • • Jul 2004 – Dec 2005 Versatile Sourcing specialist responsible for maintaining the Electronic Database of OEM's across globe Made 30 calls per day to source hazmat data for electronic part from OEM's across globe Mphasis Customer Service Executive Aug 2002 – Jul 2004 • Ensured the request, queries and complaint of customer are responded in an appropriatelytimed and professional manner • Answered more than 60+ inbound calls from customers daily • Instrumental in reducing the AHT by building FAQ's for CSR's to answer queries faster • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns National Aerospace Laboratories, Bangalore Technical Assistant Nov 2000 – Aug 2002 • Maintaining accounting database (Foxpro) • Matched purchase orders with invoices and recorded necessary information KEY PROJECTS Transition Projects ▪ Transition Manager for Swiftpage India: A Contact and Customer Manager. Successfully established Swiftpage India COE in GAVS, Chennai. ▪ Engaging Transition Project Manager who specializes in transition planning and support. Developed, Implemented and maintained quality control standards for each project. Ensured that project goals were met according to completion schedules. Assigned transition staff to each project. Training and supervised development staff. ▪ ▪ ▪ IHS Jane’s: Jane’s International Aerospace Directory, Jane’s International Defence Directory & Jane’s Airport & Handling Agents. IHS Fairplay: Maritime World Registry Of Ships IHS Herolds: Energy Company Transactions & Valuations. Other Projects ▪ Enterprise Information: Planned and guided the advancement group effectively in building a CRM framework with IHS Customers Information indulging Sales, Marketing, Customer First and Finance partners to drive income development and customer satisfaction. Our clients were Market Intelligence, Customer intelligence and business intelligence team. ▪ ACTIA: A pilot project for sourcing Export Control Classification Number (ECCN) and International Traffic in Arms Regulations (ITAR). ▪ BAE Systems: This project was based on environmental compliance program. ▪ SAGEM Telecommunications: This project was based on environmental compliance program. ▪ CISCO Systems Inc: Challenge in the project was to convince/source the information from the manufacturers as the data packets were sent in multiple batches. KEY FUNCTIONAL AREAS ▪ Developed new quality standards for better quality performance and reliability. ▪ Responsible and accountable for the coordinated management of multiple related projects directed toward strategic business and other organizational objectives. ▪ Constantly monitored SLA’s for all projects and ensured that the projects are met within the stipulated time periods. ▪ Constantly communicated the overall issues raised by the team members with the Product Managers and Customers in order to maintain closed loop feedback to improve the efficiency of the process. • Maintained and enhanced customer satisfaction by providing ongoing, proactive support throughout the customer life cycle ▪ Identified and utilized variety of learning materials, resources and technology methods [such as: Internet-learning, library, team learning] to support & improve the instructional environment. ACHIEVEMENTS ▪ Successfully planned, designed, developed and released a niche oil and gas SAAS product with 2.4 million data within four months’ time and are having 90+ users in a span of two months. ▪ Corporate Sustainability – Paperless Process: Succeeded in improving the efficiency of the process by 20% and reduced human errors by digitizing one of the process; saving 107,000 Papers/Printouts per annum. Received Corporate Sustainability Award in Quarter – 1, 2012. ▪ Part of pilot batch in Organizing Team for success by putting into use a Virtual Team Model. Received appreciation for managing the change without a single issue and for the team embracing the Virtual Team Model. Accomplished an increase in the Colleague Engagement Score by 15% even after this change. ▪ Successfully completed ISO 9001:2000 certification and awarded as “Best Auditor” by Senior Director, IHS India. ▪ Awarded certificate of appreciation by Senior Vice President of the company in recognition of “Valuable Contribution and Efforts in meeting IHS Goals” during Quarter - 2, 2009. ▪ Awarded certificate of appreciation by Senior Director of the company in recognition of “Valuable Contribution and Efforts in meeting IHS Goals” during Quarter - 4, 2008. ▪ Awarded “Best Lead Engineer” for managing sourcing team for closing 3 critical projects for Cisco, Sagem and Actia along with over 20 custom projects for various customers and simultaneously handling Transition Project – Jane’s during Quarter -3, 2007. Received cash awarded from the Senior Director of the company. ▪ Awarded “Best Sourcing Specialist” for sourcing information from 5 Non-cooperative Manufacturers during Quarter – 2, 2005. CERTIFICATIONS and TRAININGS ▪ ▪ ▪ ▪ ▪ Successfully completed 60 hours of “Digital Marketing” with certificate from Google. Content Marketing Certified from Hubspot Academy Social Media Certified from Hubspot Academy SEO Fundamentals Certified from SEMrush Academy. Successfully completed 35 hours of training on “Project Management Body of Knowledge – Fourth Edition”. SKILLS RDBMS Packages Social Media Hard Skills : : : : Basic Oracle, MS Access Word, Excel, PowerPoint and other Microsoft utilities LinkedIn, Twitter, Facebook Hubspot, Data Analysis, Research & Strategy, Outbound Marketing, Email Marketing, Sales & Marketing, Social Media Advertising.