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Porera Devaiah

@poreradevaiah

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Customer Success Manager at Tangoe, supporting 21 enterprise clients and maintaining retention above 90%.

India

Message

At Tangoe Softeck PVT LTD, I build relationships with 21 enterprise clients, align support with their business objectives, and maintain customer retention above 90%.

I onboard customers with 100% process compliance and conduct yearly strategic business reviews. I also govern contractual services and identify opportunities for upselling and cross-selling.

At Capgemini Technology PVT LTD – Staples, I managed a team of 10 and identified automation ideas, 13 of which were finalized for implementation using UI Path. Process enhancements reduced operational costs by $500K.

Earlier, at Infosys BPM - Ernest & Young, I oversaw regional accounts and led a team of 35 operations specialists. At IBM - Pearson, I created automation and reports for finance operations, and at Hewlett Packard I provided technical support and trained junior engineers.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Tangoe Softeck PVT LTD

Jan 2023 - Present (3 years 9 months)

Build and maintain strong relationships with 21 enterprise clients, ensuring 100% process compliance and conducting yearly strategic business reviews. Maintained customer retention above 90% and coordinated with cross-functional teams.

Customer Success Client Engagement Onboarding NPS CSAT SLA Churn Reduction Cross functional Team Coordination

Team Lead Operations

Capgemini Technology PVT LTD

Nov 2021 - Jul 2022 (8 months)

Managed a team of 10 operations professionals, led dispute management and cash applications, and identified 32 new ideas for RPA implementation. Reduced operational costs by $500K and achieved a 30% reduction in processing time.

Team Management Dispute Management Cash Application Robotic Process Automation UI Path Lean Six Sigma Waterfall Process Improvement

Assistant Manager

Infosys BPM

May 2019 - Sep 2021 (2 years 4 months)

Oversaw accounts for multiple regions, improving cash flow by $200 million and heading a team of 35 operations specialists. Handled over 150 escalated accounts monthly and attained a 95% on-time payment rate.

Financial Analysis Account Reconciliation Team Management Cash Flow Management Escalation Management Payment Protocols

Lead Financial and Administrative Operations

IBM

Apr 2015 - Apr 2019 (4 years)

Started in collections, then led orders and cash management, and directed the quality team. Promoted to team lead, guiding a team of 15, and increased operational efficiency by 25% through AI-driven tools and automation.

Collections Order Management Cash Management Quality Assurance Team Leadership ERP Automation Financial Reporting

Technical Support Engineer

Hewlett Packard

Jan 2013 - Apr 2015 (2 years 3 months)

Generated sales opportunities worth $5,000-$15,000 by resolving 50 technical queries daily. Attained a 90% satisfaction rate and implemented a new workflow system, reducing resolution time by 15%.

Technical Support Customer Satisfaction SLA Management Workflow Implementation Training