Shanmugaraja S.R
Puducherry
Summary
Forward-thinking leader for hiring, building and developing a team of RM's & SM's with 10+ years of customer management experience specialized in customer success & revenue growth. Proven skillset of managing 20M+ USD revenue life cycle in SaaS business. Exceptional ability to formulate strategic conversation and be a trusted partner for customers. Design programs and engagements focused to increase product awareness, provide industry best practices, and drive business transformation to improve customer adoption & retention.
Overview
2025
2025
years of professional experience
6
6
years of post-secondary education
Work History
Manager, Renewals & Customer Success
Salesforce.com
2 2018 - Current
- Hire, train, and manage a team of SMs and RMs for ServiceSource outsourcing.
- Mentor, coach, career development, and performance management for the team.
- Report on Success Hub program activity and deliver feedback to weekly scorecard and productivity metrics to Customer Solutions leadership.
- Planning and execution of the longer-term strategy for the team.
- Develop leaders on the team through immediate feedback, as well as ongoing 1:1 coaching.
- Collaborate and build strong relationships cross-departmentally with ServiceSource and Salesforce HYD Hub for transition.
- Work with Customer Solutions leadership to support optimal capacity planning and resource allocation.
- Developing resolution strategies for risk accounts.
Senior Renewals Manager
Salesforce.com
05.2013 - 01.2022
- Contract renewals and revenue increase for CBU customers across Asia and ANZ.
- Account growth and customer-focused engagement on up-selling and renewal closing.
- Attribute a strong consulting approach to customer requirements and structure solutions.
- Add-on/Price increase during license renewals, negotiating multiyear contracts.
- Echo voice of the Customer and bridge gap on product roadmap for engineering teams.
Senior Analyst
Salesforce.com
05.2012 - 05.2013
- Engage as a point for contact for APAC Services Operations with SDM/Leads to manage project life cycle.
- Manage and complete month-end closing workbook Business & Compliance reviews, Backlog management, Revenue accrual support, Scorecard & Ops Health reporting
- Responsible to drive changes in programs, policies and process improvements using influence skills to achieve stated goals.
- Design, implement, and manage a consulting partner program to ensure effective and scalable delivery of services to customers.
Channel Program Specialist
Alcatel Lucent Genesys
02.2010 - 02.2012
- Consolidate discrete data into manageable knowledge base to drive channel sales process
- Prepare and respond with adhoc analysis and queries of internal customers Actively
- Enterprise Business analysis to support the partner program and improve services revenue.
- Regional trouble-shooting and escalation management to the global channel program group ü.
Software Engineer
HCL Technologies Ltd
06.2006 - 08.2008
- Perform analysis to communicate & detect opportunities for the ERP implementation team.
- Design & deliver reconciliation processes & supporting tools (Excels & databases)
- Create & update the CRM system for reporting purpose.
- Participate & hold status meeting with clients to track the project progress.
Education
Master of Science - International Management
Telecom Business School
Paris, France 09.2008 - 10.2010
B.Tech - Information Technology
Pondicherry Engineering College
Puducherry, India 08.2002 - 06.2006
Skills
Customer Engagement
Team Leadership & Mentoring
Risk Forecasting
Operations Management
Stakeholder Collaboration
Sales Coaching
Strategic Planning
Program Management
Process Improvement
Project Management
Timeline
Senior Renewals Manager
Salesforce.com
05.2013 - 01.2022
Senior Analyst
Salesforce.com
05.2012 - 05.2013
Channel Program Specialist
Alcatel Lucent Genesys
02.2010 - 02.2012
Master of Science - International Management
Telecom Business School
09.2008 - 10.2010
Software Engineer
HCL Technologies Ltd
06.2006 - 08.2008
B.Tech - Information Technology
Pondicherry Engineering College
08.2002 - 06.2006
Manager, Renewals & Customer Success
Salesforce.com
2 2018 - Current
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