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Sagar Garuda
Director - Customer Education at Zenoti
Sagar Garuda is a highly accomplished professional with extensive expertise in Customer Education for SaaS products. With a remarkable career spanning over 16 years, Sagar has developed a strong competency in managing Technical Writing and Instructional Design teams across various domains, including Enterprise Resource Planning (ERP), Wellness, Mobile applications, Security, Storage, IT Management, and Application Performance Monitoring. His journey began with a solid educational foundation, where he studied Electronics at Nagpur University after completing his primary education at both Red Rose High School and Seventh Day Adventist institutions.
At Zenoti, Sagar has made significant contributions as the Director of Customer Education as well as in his previous role as Manager of Customer Education. He is best known for establishing Zenoti University along with an interactive help center that supports users in navigating the company’s innovative software solutions. Through his strategic initiatives, Sagar designed, developed, and implemented solutions which significantly improved Customer Onboarding, enhanced Support Ticket Deflection, increased Feature Adoption, and positively impacted Net Promoter Score (NPS) ratings. His holistic approach is centered around the belief that analytics-driven content is essential for effective customer engagement and education, leading to higher user satisfaction.
Before his tenure at Zenoti, Sagar held pivotal roles at several esteemed organizations including Oracle, Kony, and CA Technologies. During his time as a Principal Curriculum Writer and Senior Technical Writer at Oracle, he was instrumental in creating comprehensive documentation that facilitated user understanding and product usability—contributing to Oracle's reputation as a leading provider of technological solutions. His work at Kony Labs as a Senior Technical Writer involved optimizing content strategies that addressed complex technological frameworks and ensured that end-users received impactful educational materials.
Sagar's early career began at CA Technologies, where he functioned as both a Senior Technical Writer and Technical Support and Documentation Engineer, allowing him to blend technical know-how with documentation expertise. Additionally, his foundational role as a Network Engineer at Slash Support and a Subject Matter Expert (SME) at Satyam BPO laid the groundwork for his proficiency in communicating technical information in a digestible format to various audiences. Sagar’s career trajectory showcases his unwavering commitment to empowering users through effective customer education, and his advocacy for analytics-driven content continues to pave the way for innovation in the realm of customer support and education.
Professional Background
Sagar Garuda's professional journey reflects a passion for Customer Education and an unwavering commitment to excellence. As the Director of Customer Education at Zenoti, he has spearheaded initiatives like Zenoti University that enables users to gain in-depth knowledge of the software tools they utilize. His strategic oversight not only enhances the customer experience but also significantly contributes to the company’s operational efficiency. Sagar understands that excellent customer support goes beyond just answering queries; it involves creating a robust educational framework that promotes user success.
His proactive approach to customer onboarding and education has resulted in noteworthy achievements, including decreasing support ticket deflection, increasing feature adoption, and ultimately boosting the NPS ratings for Zenoti. This impactful work illustrates his understanding that satisfied users are more likely to become advocates for the brand, which is essential in today’s competitive technology landscape. Prior to Zenoti, Sagar built his career on the foundation of delivering top-notch customer education and documentation at world-class organizations such as Oracle, Kony, and CA Technologies. His technical writing expertise and experience in instructional design enable him to communicate complex information effectively, making it accessible to users at all levels.
Throughout his career, Sagar has held various strategic roles where he managed the content requirements of multiple enterprise products in various domains, further solidifying his reputation as an expert in the industry. He has consistently proven his ability to lead diverse teams, foster collaboration, and drive results that align with company goals and customer satisfaction.
Education and Achievements
Sagar Garuda pursued his B.E. in Electronics at Nagpur University, a decision that laid the groundwork for his effective communication skills in technology. His educational background, complemented by substantial hands-on experience in various technical capacities, positions him as an authority in customer education and technical writing. Sagar's passion for learning and commitment to growth is evidenced by his continuous evolution within the sectors of SaaS and customer support.
His notable achievements include setting up modern educational frameworks and support systems within renowned organizations, which have become benchmarks in the industry. The successful implementation of Zenoti University stands as a testament to Sagar's innovative mindset and dedication to customer success. Sagar's belief in analytics-driven content facilitates continuous improvement and ensures that educational materials are valuable and relevant to users’ needs. His forward-thinking strategies are crucial for adapting to the constantly evolving landscape of SaaS products, making him a thought leader in customer education.
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Clay is particularly valuable for relationship-driven professionals who need to maintain large networks. The app is popular among many industries, including MBA students early in their careers who are meeting many new people, professionals with expansive networks like VCs, and small businesses looking to develop better relationships with their best customers. Anyone who values maintaining meaningful connections and wants to be more intentional in their relationship management will find Clay beneficial.
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