Jahnavi GunnamReddy

Customer Success Manager

Bengaluru, Karnataka, India4 yrs 2 mos experience

Key Highlights

Proven expertise in advanced troubleshooting and incident management.
Strong cross-functional collaboration skills enhancing customer satisfaction.
Effective in process optimization and documentation standards.

Stackforce AI infers this person is a Customer Support Engineer with a focus on SaaS and technical support.

Contact

Skills

Core Skills

Customer SuccessIncident ManagementCustomer EngagementAdvanced TroubleshootingTicket ManagementCustomer Communication

Other Skills

Escalation ManagementProcess OptimizationDocumentationData AnalysisCollaborationZendeskCustomer Relationship Management (CRM)Project ManagementGitHubApplication Programming Interfaces (API)Self-Directed LearningKnowledge SharingClient CoverageRelationship BuildingTeam Performance

About

⦾ Senior Support Engineer with 3+ years of experience in advanced troubleshooting, incident management, and RCA, specializing in SQL, API troubleshooting, and networking. ⦾ Expertise in Agile methodologies, collaborating cross-functionally with product, QA, and development teams to ensure swift issue resolution and continuous process improvements. ⦾ Skilled in technical documentation, creating and updating SOPs, and maintaining knowledge bases, while driving SLA adherence, improving CSAT, and handling escalations effectively. - JIRA , ZENDESK , Service Manager , Zapier , Git-Hub , Jenkins - SQL, Agile , ITIL , SDLC , STLC , Functional QA - Outlook, Teams ,Slack , GWS , Webex, Zoom

Experience

4 yrs 2 mos

Total Experience

2 yrs 11 mos

Average Tenure

1 yr 3 mos

Current Experience

Confluent

Concierge Representative

Mar 2025 – Present · 1 yr 2 mos · Bengaluru · Remote

Customer Success & Concierge Support : Delivered high-touch, customer-facing support for enterprise clients, acting as a trusted advisor to ensure seamless experience, rapid resolution, and sustained platform adoption.
End-to-End Issue Ownership : Managed the complete lifecycle of customer issues with a strong ownership mindset, ensuring SLA adherence through proactive follow-ups, prioritization, and clear communication.
Proactive Problem Prevention : Anticipated potential risks by analyzing patterns and customer usage, implementing preventive measures to minimize recurring issues and enhance overall service reliability.
Incident & Escalation Leadership : Led customer communication during critical incidents and escalations, providing structured updates, managing expectations, and driving resolution through cross-functional collaboration.
Stakeholder & Cross-functional Collaboration : Acted as a single point of contact, effectively coordinating with engineering, product, and operations teams to deliver aligned and timely customer outcomes.
Process Optimization & Efficiency Improvement : Identified gaps in existing workflows and introduced process improvements, enhancing response efficiency, reducing turnaround time, and improving support quality.
Documentation & Knowledge Standardization : Elevated documentation standards by creating clear, reusable knowledge assets, enabling consistency, faster onboarding, and improved team productivity.
Customer-Centric Innovation : Proposed and implemented creative, customer-focused solutions, positioning support as a one-stop solution and strengthening overall customer satisfaction and trust.

Customer SuccessIncident ManagementEscalation ManagementProcess OptimizationDocumentation

Infosys

2 roles

Senior Systems Engineer

Promoted

Oct 2024 – Mar 2025 · 5 mos · Bengaluru, Karnataka, India

1. Customer Skills :
⦾ Customer Engagement & Escalation Management: Manage escalations with empathy, anticipate customer needs, and provide clear communication for a transparent support experience.
⦾ Real-Time Issue Prioritization: Evaluate support requests based on business impact, adjust priorities dynamically, and collaborate with stakeholders to address critical issues swiftly.
⦾ Ticket Management & Prioritization: Oversee support queues, ensuring timely resolutions and optimized workflows. Prioritize tickets based on business impact to align with company objectives and enhance CSAT.
2. Technical Skills:
⦾ Advanced Troubleshooting & RCA: Use advanced diagnostic skills and RCA to resolve high-impact issues, preventing recurrence and providing insights to product teams.
⦾ Data Analysis for Service Optimization: Utilize SQL and analytics tools to identify trends, forecast demands, and generate insights that improve service quality and CSAT.
⦾ Knowledge Base & Documentation Improvement: Lead documentation initiatives, update SOPs, and enhance internal resources to improve efficiency and customer experience.
3. Project Management, Leadership & Team Collaboration:
⦾ Cross-Functional Coordination & Escalation: Lead escalation processes, conduct RCA discussions, and ensure solutions meet product standards and customer expectations.
⦾ Team Mentorship & Skill Development: Mentor junior team members, establish best practices, and drive continuous improvement in troubleshooting and customer interactions.
⦾ Process Innovation & Continuous Improvement: Identify support process inefficiencies, propose scalable solutions, and collaborate across teams to drive operational efficiency and CSAT.

Customer EngagementEscalation ManagementAdvanced TroubleshootingData AnalysisDocumentation

Systems Engineer

Mar 2022 – Sep 2024 · 2 yrs 6 mos · Bengaluru, Karnataka, India

Ticket Management: Monitor and manage incoming support tickets using JIRA and other ticketing systems, ensuring timely resolution and updates.
Prioritization : Assess and prioritize support requests based on urgency and impact, collaborating with team members to allocate resources effectively.
Collaboration : Work closely with cross-functional teams, including development and product management, to escalate and resolve complex issues.
Customer Communication: Provide clear and timely updates to customers regarding the status of their inquiries and resolutions.
Knowledge Documents : Developed and maintained comprehensive documentation for support procedures, work arounds and FAQs.
Issue Diagnosis: Conduct thorough investigations of customer-reported issues, utilizing troubleshooting techniques to identify root causes.
Feedback Gathering: Collect and document customer feedback to help drive improvements in product functionality and support processes.
QA Activity : Participated in product testing and feedback sessions, contributing to product improvements based on customer insights.
Data Analysis with SQL: Leverage SQL to analyze support ticket data, identify trends, and generate reports that inform decision-making and enhance service delivery.

Ticket ManagementCollaborationCustomer CommunicationData Analysis