Hima Ivaturi

Customer Success professional with over 12 years of experience in customer engagement, onboarding, project coordination, and technical support across IT, EdTech, and consulting domains. Proven success in managing enterprise clients, driving renewals and upsell strategies, and collaborating with cross-functional teams to deliver superior client outcomes. Adept in using tools like Zendesk, Freshdesk, Jira, Salesforce, Zoho, HelpScout, and aligning service delivery with client KPIs.

Seeking to contribute to a high-impact Customer Success role in a fast-paced, tech-driven environment.

Customer Success Manager at Surreal Technologies (Newton Classroom) (2024-04 – 2024-11)

Served as the primary contact for key educational clients, managing onboarding, training, and support requests.

• Served as the primary contact for key educational clients, aligning product capabilities with customer needs.
• Led onboarding and training, ensuring smooth adoption of platforms.
• Managed support requests via Freshdesk, ensured satisfaction and tracked health metrics to identify upselling opportunities.
• Coordinated with cross-functional teams (Sales, Product, Engineering) and drove continuous improvements through regular reporting.
• Developed and maintained Freshdesk knowledge base content, enabling self-service and reducing ticket volume.

Assistant Team Lead at Y-Axis Overseas Careers (2021-04 – 2023-06)

Handled 100+ client accounts offering tailored career and immigration solutions with focus on onboarding, training, and upsell opportunities.

• Handled 100+ client accounts, offering tailored career and immigration solutions.
• Designed job search strategies, delivered training sessions, and assisted in interview preparation and onboarding.
• Regularly tracked progress, adjusted strategies, and addressed client queries.
• Helped expand service use by identifying upsell opportunities, improving customer satisfaction by 15%.

Manager - IT Systems at EuroKids International Pre-school (2017-01 – 2021-03)

Managed IT systems and digital learning platform operations for students and staff.

• Managed onboarding of students and staff to digital learning platforms.
• Provided technical support for online classes and ensured smooth virtual operations.
• Conducted training sessions for parents and students and maintained user account systems.
• Reported on usage patterns and feedback to management for continuous improvement.

Executive - HR & Operations at Tudor Management Consultants (2012-07 – 2015-07)

Managed recruitment, employee database, and client relationship building across IT and ITES sectors.

• Managed end-to-end recruitment for IT, Non-IT, and ITES roles.
• Maintained employee databases, conducted onboarding, and drove internal hiring.
• Supported sales team with pre-sales and lead generation across sectors.
• Built and nurtured client relationships through direct communication with decision-makers.

IT Support Analyst / Senior Remote Support Specialist at ValueLabs & IBM India Pvt Ltd (Consolidated) (2007-07 – 2012-01)

Provided L1 and L2 technical support and managed IT infrastructure across multiple domains.

• At ValueLabs (May 2010 – Jan 2012): Provided L1 and L2 technical support for desktops, laptops, VPN, Outlook/Exchange, and RSA tokens.
• Managed user accounts, troubleshooting, backups, and domain access.
• Supported enterprise hardware/software deployments and maintained IT compliance.
• At IBM (Jul 2007 – Jan 2010): Resolved incidents via remote tools like TIVOLI, IQ TRACK, and GoToAssist.
• Managed account setup, LAN/VPN issues, and supported Lotus Notes/Outlook environments.
• Created documentation, delivered team training, and maintained access and domain services.

Bachelor of Science in Biochemistry – RBVRR Women's College, Hyderabad