Aug 2025 – Present · 7 mos · On-site

Mar 2024 – Aug 2025 · 1 yr 5 mos · On-site

• As Team Lead, Customer Success at ZoomInfo, I led and managed the efforts of Scaled Customer Success Managers to maximize platform value realization. My focus was on driving performance through streamlined operations, execution, and efficiency at scale. My goal was to deliver measurable outcomes, enhancing customer retention, business growth, adoption, and satisfaction across scaled accounts.
• Team Leadership
• ➨ Led and inspired a team of Scaled Customer Success Managers.
• ➨ Fostered a collaborative, customer-centric culture while aligning with cross-functional partners for success.
• Internal Advocacy
• ➨ Collaborated with account managers and addressed internal escalations promptly.
• ➨ Built strong relationships with internal stakeholders to gain their trust and support.
• Customer Lifecycle Management
• ➨ Oversaw the customer lifecycle, from adoption to renewal support, with identified expansion opportunities.
• ➨ Drove programs to strengthen engagement and build loyalty.
• Customer Advocacy
• ➨ Built customer champions through strategic relationships.
• ➨ Leveraged success stories to amplify marketing and sales efforts.
• Metrics and Analytics
• ➨ Monitored KPIs to measure and enhance success initiatives.
• ➨ Provided actionable insights to improve scaled accounts' performance.
• Customer Feedback and Insights
• ➨ Gathered and applied feedback to improve product and customer experiences.
• ➨ Acted as the voice of the customer within ZoomInfo.
• Operations, Training, and Development
• ➨ Managed account portfolios as a player-coach for scaled accounts.
• ➨ Streamlined operations while delivering training and professional development for the team.
• ➨ Documented scalable processes and best practices through Confluence and other tools.
• ➨ Promoted industry best practices with mentorship and coaching programs.
• I embraced the power of outcomes that elevated customer delight & retention and ignited growth within ZoomInfo’s Customer Success team.

May 2023 – Feb 2024 · 9 mos · On-site

• After my promotion from Technical Implementation Manager III, I was thrilled to embrace the role of Customer Success Manager III at ZoomInfo. In this dynamic position, I went beyond technical implementation, ensuring customer satisfaction and driving business growth through impactful relationships. Grateful for the opportunity, I eagerly anticipated rising to this challenge.
• In my role as Customer Success Manager III at ZoomInfo, as part of the Pooled Customer Success Team based on the Reactive Engagement Model:
• ➨ Acted as an extension of the customer, championing their objectives within ZoomInfo.
• ➨ Developed trusted advisor relationships with customer stakeholders and executive sponsors, driving product adoption for maximum business value.
• ➨ Assisted customers in calculating and monetizing business value through quarterly reporting, measuring key metrics like penetration, usage, and adoption.
• ➨ Closely managed and nurtured accounts to identify and eliminate the risk of attrition.
• ➨ Partnered with internal ZoomInfo stakeholders to align account activities with the customer’s business case and strategy.
• ➨ Established trusted relationships with customers, sustaining them through the entire subscription life cycle, ensuring success.
• ➨ Monitored and identified adoption and utilization trends, providing recommendations based on risk and customers’ business needs.
• ➨ Identified renewal risks and collaborated with internal teams to remediate and ensure a successful renewal.
• ➨ Ensured customer feedback was clearly captured and conveyed internally, contributing to the ongoing improvement of ZoomInfo products and services.
• ➨ Managed processes across the entire Chennai CSM org/teams.
• ➨ Actively collaborated with all CS teams to ensure seamless alignment in processes across the entire CS organization. Thrilled about optimizing workflows for enhanced efficiency!
• 🚀 #CustomerSuccess #ProcessManagement #CSAlignment

Apr 2023 – Apr 2023 · 0 mo · On-site

Feb 2022 – Mar 2023 · 1 yr 1 mo · On-site

• In my past role as a Technical Implementation Manager II at ZoomInfo:
• ➨ I have been an integral part of the Integration and Implementation Team. My core responsibility has been to provide hands-on guidance and support to customers during the deployment of ZoomInfo product solutions in their internal systems based on their business requirements.
• ➨ I have gained a detailed understanding of CRM/MAT application integrations such as Salesforce, Marketo, HubSpot, Eloqua, Microsoft Dynamics, ZoomInfo platform, and other accessible solutions.
• ➨ I engaged in open conversations with customers to customize the deployment of ZoomInfo Integration based on their specific business requirements.
• ➨ My strong troubleshooting abilities have allowed me to diagnose and resolve technical issues with integrations or solutions.
• ➨ I also identified, cataloged, and escalated any product flaws or inadequacies to the ZoomInfo Product Development and Engineering teams for quick correction.
• ➨ As part of my job, I have provided training, coaching, collaboration, and troubleshooting to other departments such as Sales, Customer Support, QA Engineering, and Product Management.
• ➨ I have held high-level technical discussions with internal and external stakeholders on various topics, including email protocols, OAuth setup, APIs, data transformations, CRM workflows, and process design.
• ➨ When necessary, I developed technical instructional documents or aided in their development.
• Through my experience in the role, I developed a keen sense of innovation and adaptability, coupled with a deep understanding of the needs and desires of employees and customers alike. It was a challenging yet rewarding position, and I gained valuable insights in this role.
• Key Achievements:
• 1. Awarded CX Performer of the Month.
• 2. Promoted to Technical Implementation Manager III.
• 🚀 #TechnicalImplementation #IntegrationExpert #CXExpert