I’m Raksha Jayaraj, an Engineer from Bangalore. I joined Hortonworks in early 2017 from another technology company called National Instruments. Being a technophile, I have always been keen on working with the impact that technology makes on everyday life. From selling cutting edge technology in Emerging Markets to working on retaining customers in a Developed Market, I have come a long way in maturing from Sales to Customer Success which only seems to be a natural progression to me.
I joined Hortonworks as a Customer Success Manager, shouldering the responsibility of understanding our customers’ needs and building timely deliverables, to hit large retention rates as a company. Innumerable articles and blogs have been written about acquisition vs retention and customer revenue mix. While there is a common consensus that acquiring new customers is more expensive, the hard reality seems to point out the dangerous churn values and customers choosing competitor platforms.
At Hortonworks, we are customer obsessed and what excites me the most is the fact that the entire organization is aligned to this objective. While we capture CSAT scores from customers, my role is to analyze them and backtrack on identifying and implementing the success factors across industries and regions.
My biggest objective is to make sure that our customers believe that we are on the same team, which can be achieved by getting them closer to their business goals. This will happen through performance reviews that talk about the alignment of goals, showing ROI for the customers, identifying challenges, and building workarounds. There are 5 parameters that constantly need to be measured in order to successfully retain a customer, I call it the ABCDT formula:
Building KPI’s to constantly track and analyse these parameters has helped me provide useful insights to our customers, they always appreciate any new useful information.
My biggest challenge so far has been to establish these goals internally in the organization with large volumes of people working on multiple objectives. Getting results from customers helped me translate these goals more effectively, coupled with my manager’s constant support and dedication to help make me successful. I have many mentors which help me succeed, but my favorite one is a woman. She always tells me, “Only women can uplift women” which I believe is so true because we understand each others challenges well enough to build smart workarounds.
Similar to my customer success formula, I believe that we can make an impact for other women in tech by identifying parameters that we can measure. If we each consistently apply this formula we can make an impact:
Culture at Hortonworks is what I have loved the most so far and I look forward to learning and working with many more strong and intelligent women making an impact everyday, in this big beautiful tech world.