Open to opportunities

Divya Subramanya

@divyasubramanya

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Results-driven Senior Customer Success Manager and Product Analyst.

United States

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What I'm looking for

I am looking for a role that fosters growth, values customer feedback, and emphasizes collaboration.

I am a results-driven professional with over 7 years of experience in Customer Success Management and Product Analysis within the IT and SaaS sectors. My unique blend of skills allows me to lead successful customer relationships, ensuring product adoption through meticulous analysis and process improvement strategies. I have a proven ability to drive customer satisfaction, retention, and loyalty while maintaining high standards of product quality.

Throughout my career, I have achieved significant milestones, including generating an Annual Recurring Revenue (ARR) of $1.5 million and maintaining a client retention rate of 95%. My role as a Product Subject Matter Expert (SME) has enabled me to collaborate effectively with product and sales teams, leading to a 15% increase in upsell revenue and a substantial improvement in Net Promoter Score (NPS). I am passionate about championing the customer's perspective and implementing strategic feedback processes to enhance service delivery.

In addition to my technical proficiencies, I hold several certifications, including PMP and Certified Scrum Master, which complement my expertise in various domains such as Restaurants, Telecom, and Graphic Design. I am committed to continuous improvement and leveraging my skills to foster strong client relationships and drive business growth.

Experience

Work history, roles, and key accomplishments

Product Analyst, Network Engineer

Net2Source, Capgemini

May 2024 - Nov 2024 (6 months)

Successfully completed swaps and configurations of over 2000 POS, OPD, and KDS controllers across 970 stores, ensuring minimal disruption and data integrity. Provided exceptional support in retail and restaurant technology, contributing to improved customer satisfaction and loyalty.

Network Engineering Technical Implementation System Configuration Troubleshooting Data Integrity Restaurant Technology software upgrades Ziosk Tablets

Senior Customer Success Manager, Product Analyst

XOXO DAY

Jun 2022 - Aug 2023 (1 year 2 months)

Successfully configured, trained, and managed a diverse portfolio of clients, generating an Annual Recurring Revenue (ARR) of $1.5 million and achieving a client retention rate of 95%. Collaborated with the product team to expand features based on client feedback, improving adoption rates by 15% through targeted training and onboarding.

Customer Success Management SaaS Customer Satisfaction Product Development Stakeholder Management Upselling Net Promoter Score (NPS)

Customer Success Manager, Business Analyst

DOTO STUDIO

Oct 2019 - May 2022 (2 years 7 months)

Oversaw a diverse portfolio of clients, totaling $400,000 in ARR with an 80% retention rate, and onboarded over 200 new customers. Recognized and leveraged expansion opportunities, resulting in a 25% boost in upsell and cross-sell revenue.

Customer Success Management Business Analysis Onboarding Customer Advocacy Upselling Cross Selling Customer Satisfaction Client Relationship Management

Customer Success Manager, Product Analyst

FitMetrix

May 2017 - Jun 2018 (1 year 1 month)

Managed a diverse client portfolio totaling $1M in ARR with a 90% retention rate, consistently maintaining a 98% customer satisfaction rating. Spearheaded a joint initiative to streamline product onboarding processes, resulting in a 20% reduction in onboarding time.

Customer Success Management Customer Satisfaction Cross Functional Collaboration Customer Onboarding Business Growth

Senior Quality Engineer

Tech Mahindra

Sep 2013 - Aug 2014 (11 months)

Managed a team of 3 onsite and 10 offshore QA team members with a managed revenue of over $750K. Led System testing, Integration testing, Regression Testing, and Operational Readiness & User Acceptance Tests.

Quality Assurance Test Strategy Test Scope Integration Testing Regression Testing User Acceptance Testing Team Management

QA Engineer

INSZOOM

Mar 2010 - Jan 2011 (10 months)

Created and executed Test Cases for assigned user stories on Jira Board. Participated in scrum meetings, release & sprint prioritizations, and estimation sessions.

QA Engineering Test Case Creation Jira Scrum Status Reporting Immigration Domain Software Testing Agile Methodologies

Education

Degrees, certifications, and relevant coursework

Unknown

Bachelor of Engineering, Computer Science

Completed a Bachelor of Engineering with a focus on Computer Science. This program provided a strong foundation in various aspects of computer science.