Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
NARAHARI M. P

NARAHARI M. P

Bangalore,Karnataka

Summary

Skilled Customer Success Manager with 12+ years of experience in the IT industry. Expertise includes customer success management, financial analysis, budgeting, forecasting, and cloud cost management. Proven track record in optimizing team performance and achieving organizational goals. Seeking a rewarding career opportunity to contribute to company success. Known for excellent stakeholder management, problem-solving abilities, and effective communication skills. Analytical and adaptable nature ensures success in dynamic environments.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Senior Customer Success Manager

IBM
12.2023 - Current
  • Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
  • Optimized the customer journey by analyzing usage patterns and providing tailored recommendations based on unique needs.
  • Implemented client feedback loops to inform product enhancements and better meet customer needs.
  • Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
  • Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
  • Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
  • Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
  • Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
  • Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
  • Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
  • Led a team of Customer Success Managers, resulting in increased client retention and upselling opportunities.
  • Developed data-driven action plans to improve customer outcomes and experiences.
  • Improved internal knowledge-sharing capabilities through collaboration tools implementation.
  • Managed escalations effectively, resolving complex issues and preventing future occurrences.

Cloud Financial Business Analyst

Kyndryl Solutions Private Limited
11.2021 - Current
  • Financial Governance - Designed and implemented Public Cloud financial governance policies across the organization
  • Proficient in FinOps tools like AWS Cost Explorer, Azure Cost Management and Splunk
  • Well versed in handling cloud budgets and project chargebacks
  • Tracking and reporting key metrics and performance indicators in cloud
  • Create data metric, reports and identify opportunities for cost optimization for AWS and Azure
  • Good Understanding of cloud FinOps and optimization techniques
  • Performed Ad Hoc analysis
  • Work Closely with cross functional teams & Cloud Ops Team to analysis & rectify resource tagging for AWS and Azure
  • Key Projects: Standardization and documentation of cloud infrastructure costs reporting process
  • Led Automation projects for AWS and Azure cost reporting

Associate Product Manager

Tyfone Inc.
10.2020 - 10.2021
  • Define Product requirements
  • Handling Zelle Payments implementation
  • Gap Analysis and vendor management
  • Perform Competitor and Industry Analysis
  • Writing use cases and user stories
  • Defined, owned and maintained the product roadmap
  • Driving Cloud data analysis
  • Prepare Wireframes and sketches

Founder

Peek Into Nature
05.2020 - 10.2020
  • Product design and development
  • Market research
  • Product pricing & Cost management
  • Stakeholder management

Demand Analyst

Shell India Markets Pvt Ltd
02.2016 - 03.2020
  • Performed IT Infrastructure Cost reporting and analysis, forecasting, budgeting
  • Budgeting and forcasting cloud infrastructure cost.(AWS and Azure)
  • Managed budgeting for PT-SOM department (~$250 Million/Yr)
  • Providing Trend Analysis and Quarterly report and Capacity Utilization Analysis to Top management
  • Perform external Bench Marking against competitors
  • Owner of Functional accounts
  • Providing variance analysis and insights from huge data sets
  • Drove product development by collaborating with Stakeholder and developers
  • Owner of end to end IT Infrastructure ordering process
  • Drove continuous improvement and automation using Alteryx and SQL
  • Stake holder management - Infrastructure Service providers, top management, Operational Landscape managers
  • Support ad-hoc reporting
  • Key Projects: Standardization and documentation of infrastructure ordering process
  • Redesigning of infrastructure cost reporting tool(IBR)
  • Led Automation projects using Alteryx and SQL
  • Key Achievements: Increased forecasting accuracy by 10%
  • Instrumental in detecting and rectifying $3 Million under reporting of cost
  • Automated workflows in Alteryx which saved effort of 7 days/month
  • Redesigned infra ordering process resulted in 300Hrs/Year capacity saving

Business Analyst

Societe Generale
02.2013 - 11.2015
  • Business analysis, writing User story, Stakeholder management
  • Developed data flow diagrams, illustrating the flow of data in Legacy & target systems
  • Identify the gaps together with proposals for their resolution
  • Define customization needs for the systems as per agreed business definition
  • Budgeting and forcasting cloud infrastructure cost
  • Key Projects: Global Tools roll out for Mumbai Entity- Regulatory reporting migration and automation
  • Operational risk management, prevention of unauthorized trades and frauds
  • Developed a web-based tool to mitigate the operational risk and control of FO trades
  • Treasury analysis and reporting

Analyst

ANZ BANK
06.2009 - 04.2010
  • Daily task planning and act as backup for the team lead
  • Remittance account investigation and Quality Testing
  • Sending daily, weekly & monthly SLA report to the top management

Process Associate

Tata Consultancy Services
08.2007 - 05.2009
  • Cash Reconciliation of the Nostro Account using Smart Stream Reconciliation (SSR) tool and Investigation of breaks

Education

MBA -

M.P.Birla Institute Of Management
Bangalore
11.2012

B.Com -

S.B.M Jain College
Bangalore
07.2007

Skills

  • Customer Success Management
  • AWS
  • AZURE
  • GCP
  • Cloudabilty
  • Turbonomics
  • Kubecost
  • Apptio BI
  • Apptio One
  • TBM Studio
  • Apptio Targetprocess
  • Cloud Cost Management
  • Cloud cost Optimization
  • Planning, Budgeting & Forecasting
  • Advanced Excel
  • Power BI
  • Spotfire

Certification

  • AWS cloud Practitioner, 09/01/22
  • Microsoft Azure Fundamentals Certification, 11/01/20
  • Product Management From Duke University, 08/01/19
  • Data Analytics Foundation From IBM, 08/01/19

Languages

English
Native or Bilingual
Kannada
Native or Bilingual
Hindi
Native or Bilingual
Tamil
Native or Bilingual
Telugu
Limited Working
French
Professional Working

Timeline

Senior Customer Success Manager

IBM
12.2023 - Current

Cloud Financial Business Analyst

Kyndryl Solutions Private Limited
11.2021 - Current

Associate Product Manager

Tyfone Inc.
10.2020 - 10.2021

Founder

Peek Into Nature
05.2020 - 10.2020

Demand Analyst

Shell India Markets Pvt Ltd
02.2016 - 03.2020

Business Analyst

Societe Generale
02.2013 - 11.2015

Analyst

ANZ BANK
06.2009 - 04.2010

Process Associate

Tata Consultancy Services
08.2007 - 05.2009

MBA -

M.P.Birla Institute Of Management

B.Com -

S.B.M Jain College

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NARAHARI M. P