Harini Saravanan

Customer Success Manager | Remote-First | Turning Onboarding into Retention | APAC & EMEA SaaS Experience · Tiruppur, Tamil Nadu, India

As a Customer Success & Operations Manager at RD Overseas - UK Skillpower, I managed end-to-end post-sale processes for APAC and EMEA clients, focusing on onboarding, retention, and compliance. My contributions included designing onboarding programs, implementing health-monitoring systems to identify at-risk accounts, and establishing documentation frameworks that enhanced operational efficiency and compliance. With an Integrated MSc in Healthcare System and Life Sciences and an MBA in Entrepreneurship from The Tips Global Institute, I bring a combination of analytical rigor and strategic thinking to customer success. My aim is to create structured workflows, improve client retention, and deliver value-driven outcomes for organizations.

Experience

Customer Service Representative

Science&Humans · Aug 2025 – May 2026

Not yet confirmed

• • Served as the primary point of contact for accounts, managing Freshdesk ticket queues.
• • Resolved stakeholder issues to ensure service continuity and satisfaction.
• • Attended live chats to address patient inquiries and updated data in the EMR system.

R

Customer Success & Operations Manager

RD Overseas - UK Skillpower · Jan 2024 – Apr 2025

Not yet confirmed

• Owned the full post-sale lifecycle for an APAC and EMEA portfolio — acting as the primary executive contact from contract signature through renewal.
• Key contributions:
• • Designed a structured onboarding programme (data readiness → documentation workflow → multi-session enablement) that measurably reduced client time-to-value
• • Built a proactive customer health-monitoring system that identified at-risk accounts early — contributing directly to a 20% uplift in retention year-on-year
• • Managed 100+ concurrent accounts with zero compliance breaches; the tracking and documentation frameworks I introduced became team-wide standard practice
• • Delivered executive business reviews and live enablement workshops to decision-maker audiences, accelerating platform adoption and deepening stakeholder trust
• • Served as the internal voice of the customer — synthesising feedback with Product and Engineering to influence platform roadmap priorities

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Customer Enablement & Success Lead

EURO EXIM SERVICES (P) LTD · May 2023 – Jan 2024

Not yet confirmed

• Managed a high-volume international portfolio across APAC and EMEA, sustaining 80+ active cases weekly while maintaining full SLA compliance.
• • Conducted product demonstrations, structured onboarding sessions, and enablement workshops for diverse customer stakeholder groups
• • Translated complex trade-finance requirements into workflow documentation, reducing customer-facing errors and internal escalations
• • Partnered with client leadership to define success metrics, agree delivery milestones, and track outcomes against KPIs
• • Improved customer retention by 20% through proactive engagement and issue resolution

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Client Success & Recruitment Manager

Excelsis Healthcare Recruitment · Sep 2022 – May 2023

Not yet confirmed

• Owned client relationships end-to-end — from discovery and requirements gathering through delivery and post-engagement account management.
• • Reduced time-to-hire by 30% by redesigning workflows, improving reporting cadence, and structuring stakeholder communication
• • Delivered regular performance dashboards and progress reviews to senior client contacts
• • Demonstrated CX-grade process thinking in a high-stakes recruitment context — every placement tracked against defined client success criteria

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Patient Service Representative

Einstro Technical Services · Feb 2022 – Aug 2022

Not yet confirmed

• Managed 80+ patient service cases per week with high data accuracy in a high-volume healthcare operations environment.
• Served as first-line support — triaging inquiries, resolving issues, and coordinating internal escalations.
• Built the operational discipline and resilience that underpins my later customer success work.

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Intern

Solid by color · Feb 2021 – Apr 2021

Not yet confirmed

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Administrative

Mobi physio · Jun 2019 – Dec 2019

Not yet confirmed

• Created marketing strategies for the promotion of the clinic.
• Went to
• various places for promotional activities.
• Created database in excel for
• collection and storage of patient details.
• Follow up of patients and got
• feedbacks.
• Used social media to increase patient flow in the clinic.

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Intern

Nankem hospital · Jun 2018 – Jul 2018

Not yet confirmed

• Handling of all customer relation responsibilities and worked
• with the HR.
• Under pharmacy did stock auditing and billing.
• Was part of the HIS implementation team.

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Intern

Christain medical college · Jul 2017 – Aug 2017

Not yet confirmed

• Focused on all the departments of the hospital and observed the
• various functions that happen in each department.
• Interacted
• directly with the staffs and personnel’s of every department and
• got to know the various procedures followed.

What drives their work

The Architect

You design and build the foundational systems that bring order and efficiency.

Harini's superpower

You excel at transforming chaotic processes into highly organized, efficient systems that deliver measurable improvements.

How Harini works

You would excel in teams that require bringing order to complex processes and improving customer-facing operations.