Sowmya Sreenivasan
HRIS Implementation & Customer Success Consultant
Summary
To lead HRIS implementation and customer success initiatives in a fast-growing SaaS environment. Drive customer satisfaction, retention, and adoption through structured onboarding, project management, and proactive account development — with a focus on the DACH market.
HRIS Implementation & Customer Success professional with 8+ years of experience in SaaS, HR technology, and client relationship management. Proven success in leading software rollouts, managing enterprise accounts, and ensuring customer satisfaction in international environments. Skilled in translating customer needs into actionable system configurations, optimizing HR processes, and training end users to maximize product value. Experienced in Microsoft Dynamics 365 HR modules, with strong understanding of HR digital transformation. Bilingual: English (fluent), German (B2), and comfortable operating in multicultural European teams.
Overview
12
12
years of professional experience
4
4
Certifications
Work History
Implementation Consultant & Customer Success Lead
FourVision
03.2024 - Current
- Company Overview: FourVision provides end-to-end HR solutions based on Microsoft Dynamics 365 F&O HR.
- Led full-cycle HRIS implementations from requirements gathering to configuration, data migration, testing, and go-live for clients across Europe and Australia
- Conducted onboarding workshops and trained HR administrators to drive engagement and software adoption.
- Acted as the primary customer contact, managing relationships, renewals, and ensuring alignment with business objectives.
- Collaborated cross-functionally with sales, product, and support teams to ensure smooth handovers and timely delivery.
- Served as a customer advocate, analyzing feedback to identify product improvements and user experience enhancements.
- Promoted full product utilization, driving customer satisfaction and proactive upselling/cross-selling opportunities.
- Supported localization efforts to tailor HR processes for the German market, ensuring compliance with local HR standards.
- Key Achievements:
- Delivered 5+ HRIS go-lives on time and within budget.
- Increased product adoption rates by 20% through targeted training and follow-up support.
- Achieved >70% client satisfaction through effective project management and stakeholder communication.
- Adapted quickly to new technologies and tools, ensuring the ability to provide top-notch service regardless of the specific systems being implemented.
- Served as project driver and authoritative source for customers implementing DATS and Microsoft Recruiting app.
- Collaborated with internal departments to confirm timely and accurate delivery and implementation of customer orders.
- Managed project risks effectively, establishing contingency plans and proactive issue resolution strategies to minimize disruptions during implementation.
Senior Customer Success Manager
Hubdrive
09.2022 - 02.2024
- Company Overview: Hubdrive is a global provider of HR management software built on the Microsoft Dynamics 365 Business Platform.
- Managed enterprise accounts (e.g., Porsche Engineering, Company 3, International Cocoa Initiative) across EMEA, Asia, and the Americas.
- Oversaw implementation planning, tracked milestones, and ensured smooth HRIS deployment and adoption.
- Designed and delivered training materials and onboarding programs, improving end-user engagement and adoption rates.
- Coordinated cross-functional teams (sales, product, support) to ensure effective issue resolution and continuous client satisfaction.
- Led post-implementation support and Level 2 issue management, ensuring client continuity and software optimization.
- Monitored KPIs to proactively identify risks, leading to a 20% reduction in customer churn.
- Supervised and mentored a CSM team of 4–6, instilling a client-centric culture and driving service excellence.
- Contributed to localization discussions for the DACH market, adapting global HRIS modules to local compliance and data requirements.
- Key Achievements:
- Improved client retention by 20% and satisfaction by 15% through proactive engagement strategies.
- Delivered multiple HRIS implementations concurrently, achieving 100% SLA compliance.
- Built strong executive relationships that led to expanded service engagements and renewals.
- Championed a proactive approach to customer success by identifying potential issues, addressing them early-on in the client lifecycle, and preventing churn.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Implemented client feedback loops to inform product enhancements and better meet customer needs.
Assistant Purchasing Manager
Brose Fahrzeugteile GmbH & Co. KG
04.2017 - 05.2021
- Partnered with internal stakeholders on cross-department projects improving onboarding, communication, and project alignment.
- Supported employee onboarding and training initiatives across global divisions, ensuring consistent experience and knowledge transfer.
- Coordinated project reviews, ensuring alignment with business goals and stakeholder satisfaction.
Consultant, Business Development
Wipro Infotech / L&T Infotech
04.2004 - 03.2007
- Conducted client consultations to assess process improvement opportunities and digital transformation readiness.
- Supported technical pre-sales and customer proposal creation, enhancing client engagement and solution understanding.
- Delivered data-driven insights that shaped customer strategies and fostered long-term partnerships.
- Facilitated workshops and training sessions for client staff, enhancing their skills and knowledge in key areas.
Education
Master's in International Business - HR & Digital Transformation
University of Applied Sciences Würzburg
Würzburg, Bayern06.2022
Post Graduate Diploma in Business Management - Marketing
XIME
Bangalore, India03.2004
Bachelor of Science - Mechanical Engineering
Bangalore University
Bangalore, India09.2001
Skills
HRIS Implementation
SaaS Project Management
Customer Success & Retention
Stakeholder Engagement
Training & Enablement
Cross-Functional Collaboration
Change Management
Process Optimization
German Market Localization
Certification
Microsoft Dynamics 365 (HR, CRM, Power Platform Fundamentals)
Accomplishments
- Delivered 10+ HRIS onboarding projects across Europe and Asia, achieving >70% client satisfaction.
- Increased user adoption by 20% and reduced churn by 20% through proactive customer engagement.
Timeline
Implementation Consultant & Customer Success Lead
FourVision
03.2024 - Current
Senior Customer Success Manager
Hubdrive
09.2022 - 02.2024
Assistant Purchasing Manager
Brose Fahrzeugteile GmbH & Co. KG
04.2017 - 05.2021
Consultant, Business Development
Wipro Infotech / L&T Infotech
04.2004 - 03.2007
Master's in International Business - HR & Digital Transformation
University of Applied Sciences Würzburg
Post Graduate Diploma in Business Management - Marketing
XIME
Bachelor of Science - Mechanical Engineering
Bangalore University