Gade Jaki Reddy
@gadejakireddy
Customer Success and Technical Support leader driving SaaS adoption and retention.
IndiaWhat I'm looking for
I am an enterprising customer-focused professional with 13+ years of experience in customer engagement, customer success management, IT technical support, and SaaS onboarding. I combine technical fluency with relationship-building to drive adoption, retention, and measurable business outcomes.
I've implemented and supported Microsoft Dynamics 365, Salesforce, Zendesk, HubSpot, and cloud platforms, troubleshooting complex issues and optimizing CRM workflows to reduce handling time and duplicate tickets.
In recent roles I led onboarding, built success plans, authored knowledge bases, and trained teams—achieving a 70% increase in service adoption, 90% first-call resolution, and a 30% reduction in support queries. I have been recognized as an MVP and Top Performer for operational excellence and leadership.
I seek to partner with product, sales, and engineering teams to deliver exceptional customer experiences, reduce churn, and scale customer success processes while mentoring teams and improving SLA compliance.
Experience
Work history, roles, and key accomplishments
Technical Specialist II
TurnPoint Technologies
Mar 2023 - Present (2 years 10 months)
Managed SaaS client onboardings and support, improving adoption and reducing support queries by 30% through SOPs and knowledge base initiatives; achieved 90% FCR and drove a 70% increase in service adoption.
Client Account Manager
Full Creative
Jul 2022 - Feb 2023 (7 months)
Managed high-volume client escalations and account health for SaaS products, achieving 95% retention and driving 70% growth in cross-sell/upsell adoption while improving CSAT by 15%.
ALERC Team Lead & SME
Amazon Development Center Pvt. Ltd.
Oct 2016 - Feb 2022 (5 years 4 months)
Led seller support teams and training programs, reducing ramp-up time 25%, cutting ticket backlog 18%, and maintaining high CSAT/FCR and SLA performance as a top performer and MVP awardee.
SEO Analyst
Blueberry Digital Labs
Jul 2015 - Apr 2016 (9 months)
Executed SEO analysis and optimization initiatives to improve website visibility and traffic for clients during a year-long engagement.
Safety Promoter
Sembawang Shipyard
Nov 2014 - May 2015 (6 months)
Promoted workplace safety initiatives and supported compliance activities within shipyard operations over a six-month assignment.
Safety Supervisor
Sterling & Wilson
Apr 2011 - Mar 2014 (2 years 11 months)
Supervised safety operations and implemented controls across projects, maintaining regulatory compliance and reducing incidents during a three-year tenure.
Education
Degrees, certifications, and relevant coursework
Satavahana University
Bachelor of Commerce, Commerce
Completed a Bachelor of Commerce program with coursework in commerce and related business subjects, graduating in 2013.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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