PRIYANKA BANDI
Long Beach,CA
Summary
Experienced Customer Success Analyst with over 4+ years of dedicated expertise in customer success management and technical background in HTML, CSS, JavaScript, jQuery, MS office and SQL. Proven ability to build and maintain lasting relationships with clients, ensuring their success and satisfaction. Skilled at analyzing customer needs, identifying opportunities for improvement, and providing tailored solutions to drive growth and retention. Adept at translating technical concepts into clear and actionable guidance for clients. Equipped with excellent communication, problem-solving, and project management skills to deliver exceptional results and optimize customer experiences. A passionate and driven professional committed to enhancing customer value and driving business success through effective customer engagement. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
5
5
years of professional experience
Work History
Customer Success Analyst
Apty
Hyderabad, India
04.2018 - 10.2021
- Engaged with DELTA, Ownbackup, Orwin, JLL, BOC and many more clients to implement Apty adoption
- Monitored metrics and develop actionable insights to improve efficiency and performance
- Worked on customer up-sell and cross-sell opportunities resulting in a good customer retention rate
- Managed technical integration, systems engineering program management, customer support, and program management
- Recommended changes, improvements, or enhancements in products to the product development team based on customer feedback
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Leveraged Tableau to create visually engaging and insightful dashboards, providing a comprehensive view of key metrics and performance indicators for clients such as DELTA, Ownbackup, Orwin, JLL, BOC, and others
- Developed interactive reports to monitor and analyze metrics related to Apty adoption, customer satisfaction, and system performance
- Transformed raw data into actionable insights, facilitating data-driven decision-making for both internal teams and clients
- Collaborated with cross-functional teams, including Product and Engineering, by sharing Tableau dashboards to prioritize strategic product enhancements based on customer feedback and usage patterns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution, and active listening skills
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences
- Educated and trained customers to successfully use Apty and provide product and subject matter expertise to support adoption and increase product usage
- Worked on multiple customer applications like Salesforce, ServiceNow, Workday, HubSpot, Clarity PPM, Microsoft Dynamics, and other custom websites
- Utilized AWS to push branches and manage code repositories
- Created scripts to add validations to the client’s application using HTML, CSS3, JavaScript, and jQuery
- Written scripts in JavaScript to handle conditions requested by customers
- Analyzed customer data using SQL queries and developed insights to improve customer experience and increase retention
- Used Postman to run APIs to update the metrics from databases
- Managed accounts of all customers in Salesforce
- Worked closely with the Product and Engineering team to identify and prioritize strategic product enhancements.
- Leveraged SQL queries to extract, transform and load data into databases.
- Analyzed large datasets to identify trends, patterns and correlations for business insights.
- Developed dashboards with Tableau to monitor key performance indicators.
- Provided data-driven solutions to support decision making.
- Gathered requirements from stakeholders to design data models and reports.
- Collaborated with stakeholders across the organization to understand their needs from a data perspective.
- Maintained documentation of all the processes related to Data Analysis.
- Performed quality assurance testing on newly developed reporting solutions.
- Defined KPIs based on collected data sources.
- Built visualizations that enabled users to quickly interpret results from complex analyses.
- Worked with internal teams to understand business needs and changing strategies.
- Interacted with non-technical stakeholders to deliver analyses and answer questions on deliverables.
- Defined key data points and data sources to track against measurable performance indicators and produce useful reports.
- Recommended improvements to existing or proposed systems to enhance solution functionality.
Associate Software Engineer
Excers Inc
Hyderabad, India
02.2017 - 03.2018
- Successfully implemented Project and Portfolio Management Services for prominent clients, streamlining business processes and enhancing performance using Clarity PPM
- Created portlets in the Project Portfolio Management system using SQL queries
- Created Dashboards to help the client complete a set of tasks in one place which helped in increasing productivity
- Collaborated with the team, participated in client meetings to gather requirements, and developed projects in a timely manner
- Preparing Functional Documents/Unit Testing Documents for the components
- Better Understanding of the existing developed components and fixing the issues and implementing new functionality if required.
Education
Master of Science in Applied Computer Science -
Southeast Missouri State University
05-2023
Skills
- Programming Languages: C, Java, SQL, PL/SQL
- Methodologies: Agile, Scrum, Waterfall
- Web-Technologies: HTML/HTML5, CSS/CSS 3, JavaScript, JQuery
- Database Servers: MySQL, SQL Server 2005/2008 & PostgreSQL
- Tools: JIRA, Postman, Freshworks, Salesforce, Zoho, Clarity PPM, MS office, Tableau, Splunk
- Others: Customer Relations, Key accounts development, Revenue growth, Strategic communications, Inter-department collaboration, Training and mentoring, Account management
- CRM Software
- Report Writing
- Business Needs Analysis
- Technical Analysis
- Project Management
- Usability Testing
- Data Analysis
- Database Programming and SQL
- Tableau
- NoSQL Databases
- Git
- Data Visualization and Presentations
- Structured Query Language (SQL)
- Relationship Building
- Client Relationship Management
- Data Collection
- Written Communication
Accomplishments
- Received recognition from management and customers for exceptional customer advocacy, outstanding performance metrics, and exemplary contributions to the success of the company's customers.
- Successfully maintained a high customer retention rate of over 90% by proactively identifying at-risk clients, addressing their concerns, and implementing tailored solutions to meet their needs.
- Implemented targeted upselling and cross-selling strategies that led to a notable increase in revenue from existing clients.
Timeline
Customer Success Analyst
Apty
04.2018 - 10.2021
Associate Software Engineer
Excers Inc
02.2017 - 03.2018
Master of Science in Applied Computer Science -
Southeast Missouri State University
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