Summary
Overview
Work History
Education
Skills
Projects
Websites
Accomplishments
Certification
Timeline
Generic

Preetha Rajan

Burlingame,CA

Summary

Strong problem-solver and detail oriented Program manager focused on launching new business initiatives and strategizing customer experience. Highly data driven with the ability to steer towards organization’s goals and achieve results

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Success Program Manager

Twilio Inc
San Francisco, CA
10.2021 - Current
  • Revamp customer journey map for CS team to scale managed customers, building proactive approach to identify customers at risk at early stage, which improves revenue efficiency
  • Led process improvement and problem-solving efforts to create standard process for customer impacting events, which helps CSMs with regulatory changes imposed by Twilio
  • Build QBR metrics for E-team's review

Program Manager

Cisco Systems
San Francisco, CA
04.2018 - 10.2021
  • Developed digital programs for SMB (96% of security customers) which resulted in highest adoption rate(75%) for 3 consecutive quarters (FY20).
  • Analyzed data to find trends and patterns and implemented programs for digitizing onboarding, thus lowering 1-1 customer onboarding.
  • Provide quarterly report on adoption metrics and renewals report to executive team which helps to strategize customer experience.
  • Developed programs for accounts that are at risk for renewals, closely monitoring product adoption, thus scaling overall customer experience program by 75%.

Program Manager

INSZoom Inc
San Ramon, CA
05.2017 - 02.2018
  • Led customer success team to manage SMB business and digitizing support through Zendesk resulting in Q3 revenue increase by over 4.5 MN.
  • Worked with C-level executives for training, strategizing onboarding and implementation, which increased overall product adoption within 90 days.

Senior Analyst

Tata Consultancy Services
Bangalore, India
12.2011 - 10.2012
  • Collaborated with clients for requirement analysis based on business operations which includes Application review documentation, user stories and analysis for clients to improved engineering efficiency
  • Formulated and build program plan, define timelines based on user requirements which resulted in successful product release and project delivery.

Analyst

Hewlett Packard Enterprise
Bangalore, India
10.2007 - 09.2011
  • Worked on rapidly evolving business model, which involves requirement gathering, building business cases, implementation strategy and change management.
  • Collaborated application requirements from various teams and build SDLC model

Education

Master of Science - IT Management, Data Analytics

Golden Gate University
01.2018

Bachelor of Computer Application - Information Systems

Hindustan College Of Arts & Science
India
04.2006

Skills

Strengths

  • Program and Team Leadership
  • Customer focused
  • Data Collection & Research
  • Learning and development
  • Roadmapping and prioritization

Technical Skills

  • Excel Modelling, Tableau, Smartsheet
  • Zendesk, Airtable, Visio, Gainsight, Teamwork, SFDC

Projects

  • SPSS - Created the model for the customer spending habits based on their annual income and annual spending. Used various modeling techniques in SPSS like ANOVA and C5.0 and predicted the best working model that has highest accuracy thus proving the connection between earning and spending.
  • R Project – Compared the interest rate of bonds in the UK and USA for 10 years and projected the results in various visualization plots, trends in the interest rates were projected using the student's t-test and linear regression, thus proving that bond rate is based on the country's economic growth.

Accomplishments

  • Connected recognition award (2019) for building customer experience program
  • Connected recognition award (2020) for delivering business initiatives on-time

Certification

LinkedIn Learning

  • Strategic Thinking (2021)
  • Product Management: Building a product strategy (Enrolled)

Timeline

Customer Success Program Manager

Twilio Inc
10.2021 - Current

Program Manager

Cisco Systems
04.2018 - 10.2021

Program Manager

INSZoom Inc
05.2017 - 02.2018

Senior Analyst

Tata Consultancy Services
12.2011 - 10.2012

Analyst

Hewlett Packard Enterprise
10.2007 - 09.2011

Master of Science - IT Management, Data Analytics

Golden Gate University

Bachelor of Computer Application - Information Systems

Hindustan College Of Arts & Science

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Preetha Rajan