Divya Subramanya
Atlanta,USA
Summary
Results-driven professional with proven success in Scrum Management and Customer Success
Mgmt.Over 6 years of IT and SAAS experience in leading successful customer relationships and
ensuring product delivery excellence using agile methodologies.
Outcome-oriented Certified Scrum Master. Adept in leading cross-functional teams, managing
deliverables and fostering a collaborative work environment.
Accomplished in Customer Success Management as a Product SME.
Proven ability to drive customer satisfaction, retention, and loyalty by ensuring product excellence
through meticulous analysis, quality verification,validation, and process improvement strategies.
Committed to developing positive relationships to drive organic and inorganic growth.
Overview
12
12
years of professional experience
Work History
Scrum Master
XOXO DAY
06.2022 - 08.2022
- As Scrum Master, led and coached cross-functional teams of 10+ members, ensuring adherence to Agile methodologies and successful project deliveries
- Managed the agile deliveries of requirements from Startups, SMB and Enterprise Clients totaling over N/A
- Oversaw the successful implementation of Scrum and Agile practices, resulting in improved product quality and on-time deliveries
- Facilitated and led agile ceremonies such as sprint planning, daily stand-up meetings, sprint reviews, story refinement and retrospectives to maximize team efficiency
- Identify and remove roadblocks that prevent teams from performing to their highest potential
- Partner with all disciplines to identify and drive resolution to any gaps in our process framework
- Collaborated with Customer Success teams to ensure a healthy product backlog and that the requirements met the Definition of Ready
- Schedule Show and Tell sessions with the CSM and Client Stake holders to validate the Definition of Done and initiate sign off
- Actively participate in internal steering co
- Meetings evaluating customer success metrics and QA analytics to drive data-informed decisions and continuous product improvement
- Build and maintain strong relationships with key internal and external stakeholders, providing timely executive reports, addressing concerns and driving customer satisfaction.
- Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
- Coached teams in Agile practices and provided necessary training to create positive mindset to Agile methodologies.
- Planned Agile best practices and encouraged team cohesion, overcoming impediments, and hurdles to productivity.
- Collaborated with product owners, team members, technologists, and other scrum masters to define solutions and drive progress.
- Led sprint reviews and planning meetings to promote full team engagement.
- Worked closely and listened to team members' feedback to identify issues and resolve conflicts.
Scrum Master | Senior Customer Success Manager
DOTO STUDIO
10.2019 - 05.2022
- As scrum master, accountable to drive deliverables using agile principles and ceremonies
- Facilitated sprint planning, backlog grooming and sprint retrospectives enabling increase in team's velocity
- As Scrum Master
- Fostered a collaborative and transparent work Monitored team performance and implemented process improvements to enhance efficiency
- As Scrum Master, worked closely with the requirements team and CSM to update the backlog
- As a CSM, managed a portfolio of Startups, SMB and Enterprise Clients totaling over $400 k ARR
- Collaborate and Coordinate with new customers, guiding them through the product implementation process to ensure a successful and smooth experience
- Drive monthly check ins with clients Accountable to drive key metrics: Customer Health Score, Net promoter Score, Monthly Recurring Revenue, Customer retention cost, Renewal Rate, Customer Satisfaction Score, Employee Pulse Survey
- Co-ordinate with sales team to renew customer contracts and identify expansion opportunities.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
Customer Success Manager
Sparity
05.2017 - 06.2018
- Manage a portfolio of Startups, SMB and Enterprise Clients totaling over $1 M ARR
- Manage daily demand and drive clients requirements at internal development and operations meetings ensuring timely responses and solutions to Client requests
- Track weekly and monthly client activity and KPI's aligning to industry standards and client's historical averages
- Drive adoption rate and gather feedback from clients post implementation & training engagements
- Configure the hard wired and wireless receivers based on customer packages enabling live data collection and streaming to and from the servers
- Schedule and drive the client kickoff calls highlighting the package chosen, scope, governance structure
- Drive weekly and monthly touch points with clients addressing concerns and apprise new offerings
- Collaborate with cross functional teams across Product Design, Product Development and regulatory teams to continuously improve out services and drive growth.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
Senior Test Engineer
Techmahindra
- Managed a team of 3 onsite and 10 offshore QA team members with a managed revenue of over $750K
- Estimate, plan and articulate the test strategy and test scope from the System Requirements
- Own and drive the creation of the Test Scenarios and Test Cases ensuring complete coverage of the Functional and Non-Functional requirements
- Participate in the Release prioritization and planning for each sprint (Agile)
- Attend daily scrum calls to provide updates to the scrum master
- Drive the execution of the BSS/OSS System Test cases of the BBNMS & LS application
- Raise and track defects to closure on ALM
- Facilitate and lead the Triage Calls to close the Sev1 Production Defects
- Create and Execute the Sanity and Regression Test Cases post deployment
- Lead the System testing, Integration testing, Performance testing, Regression testing and Operational readiness testing
- Experience in facilitation of User acceptance testing across multiple market launches.
- Wrote test case parameters, test scripts and automation guidelines.
- Developed formal test plans for personal use and use by colleagues.
- Completed regression tests of new software builds to assess performance and success of bug fixes.
- Integrated collected data into business process enhancements to address ongoing business goals.
- Defined and tracked test results, defect counts and performance discrepancies.
Test Engineer
INSZOOM
03.2010 - 01.2011
- Own the QA validations of the User Stories assigned in the Jira Board
- Participate the Scrum meetings, release & sprint prioritizations and estimations sessions
- Create test scenarios, test cases and drive the execution of QA and defect triaging
- Collaborated with development teams to resolve defects and ensure timely product releases
- Prepare and submit weekly status reports on all customers and products to the leadership
- Plan, organize and drive the ORT, UAT and facilitate the Live deployment.
Education
Skills
- Scrum Master
- Customer Success Mgmt
- Agile Methodologies & Best Practices
- Cross-Functional Team Leadership
- Stakeholder Collaboration
- Process Improvement, Procedure & Standards
- Product Validations & Optimizations
- Problem-Solving and Root Cause Analysis
- Customer Relationship Management
- Business & Data Analysis and Metrics
- Executive Reporting
- Business and Data Analysis
- Escalation, Risk, and Issue Mgmt
- Quality Assurance Procedures
- Remote Testing
Kpi Competencies
- Team Velocity
- Client Satisfaction Score (CSAT)
- Adoption Rate
- Client Retention Rate
- Net Promoter Score (NPS)
- Client Proactive Touchpoints
Tools Technical Skills
- Rally
- Jira
- Quality Center
- Conformiq
- Agile
- Devops
- Waterfall
- MS Office
- Trello
- Basecamp
- Rocket Lane (CSM Onboarding Tool)
- Stripe (Invoicing)
- Freshdesk Crisp (Support Tools)
- SQL
- PL/SQL
- Putty
- XML spy
- Soap UI
- Visio
- Google Suite
- Oracle
- Mysql
- Windows
- Unix
- Linux
Personal Information
Title: SCRUM MASTER | CUSTOMER SUCCESS MANAGER
Timeline
Scrum Master
XOXO DAY
06.2022 - 08.2022
Scrum Master | Senior Customer Success Manager
DOTO STUDIO
10.2019 - 05.2022
Customer Success Manager
Sparity
05.2017 - 06.2018
Test Engineer
INSZOOM
03.2010 - 01.2011
Senior Test Engineer
Techmahindra