Menuka Gurung

Customer Consultancy & Solution Design:

• Provide expert guidance to customers on workflow automation strategies and CRM implementation, helping organizations optimize their business processes through tailored ATTIO configurations
• Consult with clients on complex use cases, translating business requirements into technical solutions using no-code and low-code automation tools including Zapier and Make

Technical Implementation & Integration:

• Lead customers through data migration processes, troubleshooting import issues and ensuring seamless data integration into ATTIO CRM platform
• Provide comprehensive technical support for ATTIO API implementations, resolving integration challenges and optimizing system performance

Customer Success & Relationship Management:

• Bridge technical and non-technical customer needs, effectively communicating complex automation concepts in accessible language
• Drive customer success through strategic guidance on CRM best practices and automation optimization
• Tested new hardware and software systems prior to full-scale implementation for smooth roll-out process.

Service Delivery & Customer Relationship Management:

• Engineered bespoke cloud tenant setups, integrations, and plugins according to client success plans, directly contributing to enhanced customer experience and platform adoption
• Established collaborative partnerships with Customer Success Managers, Professional Services, and Sales teams to ensure smooth transition and onboarding of enterprise customers

Change & Release Management:

• Coordinated multiple technical support operations projects, implementing optimized support processes that achieved over 10% reduction in support ticket volume
• Partnered with CX Programme Manager on enterprise client onboarding initiative, successfully halving time-to-value for clients through streamlined processes

Incident Management & Performance Monitoring:

• Developed and implemented workarounds for critical software issues post-triage and debugging, providing comprehensive customer guidance through resolution processes
• Conducted in-depth analysis of support KPIs and incident trends, resulting in creation of Zendesk macros, enhanced internal documentation, and improved service delivery metrics

Cross-functional Collaboration:

• Collaborated with engineering teams on GitHub PRs to elevate user-facing resources and improve overall service quality
• Led initiatives that enhanced customer onboarding experiences and accelerated platform integration

Customer Relationship & Service Enhancement:

• Drove strategic customer success initiatives including product adoption calls and tailored success plans, resulting in marked improvement in Net Promoter Scores (NPS) and Customer Satisfaction (CSAT) for key accounts
• Led comprehensive project to improve customer experience by analyzing support data and feedback, successfully creating the company's first targeted knowledge base

Project Management & Stakeholder Collaboration:

• Managed project scope and timelines while ensuring cross-team collaboration for timely knowledge base launch, significantly enhancing customer onboarding and engagement
• Partnered effectively with Product and Engineering teams to accelerate bug resolutions and feature requests, substantially boosting customer satisfaction and fostering customer-centric development processes

Quality Management & Process Optimization:

• Consistently achieved quality pass rate above 95% in KYC & ID checks, reinforcing regulatory compliance and operational excellence
• Identified error trends and influenced process improvements, successfully reducing fail rates by 20% and increasing overall operational efficiency