Building Connections and Seeking New Challenges as a Customer Success Leader

What happens when passion meets relentless pursuit of growth? You get a leader like Saroja Atchula. With a blend of professional prowess and personal charm, she’s a shining example of how to excel in both worlds, all while keeping a sense of humor and a positive outlook.

A Pharma Tech Pioneer

Over 25 years ago, Saroja's career began in the UK, where she cut her teeth as a developer in the pharmaceutical industry. After developing software that accelerated time-to-market of crucial drugs, her journey took an unexpected turn into customer support. That experience, she says, honed her communication skills and taught her the importance of empathy in customer interactions.

“Moving from development to customer support taught me the importance of understanding the 'why' behind customer needs. It's not just about fixing bugs but also about thinking outside the box and communicating effectively to solve problems,” says Saroja.

Building Teams and Breaking Barriers

She then moved to India in 2007, embarking on her management journey by setting up a captive center from scratch. She and a team of two others took on the mammoth task of laying the foundation for what would soon become a thriving team. Over the next two and a half years, their small group expanded rapidly as they added consulting, support, and product teams. The success caught the eye of Oracle, which acquired them globally in 2010. “Suddenly, I transitioned from being a big fish in a small pond to a small fish in a vast ocean, adjusting to the dynamics of a large organization. But in my 12 years with the company, I managed various functions, from Consulting and Project Management to QA and Customer Management,” Saroja reminisces.

Two and a half years ago, she took on a new adventure with Salesforce, starting once again from the ground up. “It was daunting, of course. Walking into the Hyderabad office felt like starting fresh—after 18 years, I was in a new organization with no initial connections. But I embraced the challenge, and within two and a half years, I built a team of around 150 people,” she says. Her efforts included establishing the MuleSoft practice and later expanding into new areas like Slack, AI, and Code Data within the GDC. Today, Saroja is Regional Vice President, Emerging Practices, GDC.

Thriving at Salesforce: Essential Tips for Newcomers

It goes without saying that as someone who has navigated success at Salesforce, Saroja has some golden advice for newcomers for a stellar start:

1. Embrace continuous learning with enthusiasm. Salesforce is all about growth and innovation, and staying updated will keep you relevant in this fast-paced industry.
2. Keep a positive attitude and be adaptable; it's crucial to be flexible with new technologies and shifting trends.
3. Stay connected with what's happening around you, not just within the company but in the broader tech landscape—networking and staying informed can open doors you didn't even know existed.
4. Master the art of communication. “You have to know how to tweak your communication according to your audience. If you're talking to a very senior person, you have to make it very crisp because they don't have the time to listen to a long story. Then, when you have to talk to a junior, you can elaborate and give more detail,” she explains.

Beyond the Desk: Secrets to a Fulfilling Work-Life Balance

What makes Saroja’s perspective refreshing is her unapologetic honesty about work-life balance. "Women often juggle work with responsibilities at home, from taking time off for kids' exams to handling daily chores," she notes, reflecting on her own experiences. "I have found that flexibility is key. I can work late if needed, but I can also prioritize family time when it matters the most. It's all about finding the right balance, without overworking yourself, of course," she adds.

This flexibility, combined with Salesforce’s genuine commitment to its values, makes her feel both respected and supported. “Even in something as normal as continuous learning, there is a Salesforce touch. This is evident in initiatives like AI Learning Day, where great efforts are taken to ensure that every employee is conversant with AI and prepared for the AI age ahead,” she notes.

The company’s proactive approach to employee well-being is evident even in their day-to-day interactions. “For example, we have a Lead India event every year, where senior employees from across India will gather. The company sent out emails, asking us if we needed taxis to get home safely if the event runs late—something I haven't seen any other organization do,” Saroja says.

A recent psychometric assessment that highlighted Saroja’s need for rest was part of the Salesforce ‘BetterUp Coaching’ program. “On weekends, I now plan to unwind with a book or a movie instead of staying constantly busy. I was brought up in a family with a perpetually active grandmother and mother, and rest was often undervalued. But Salesforce takes employee well-being very seriously. In fact, I have a follow-up in a couple of weeks, and I need to show that I have taken more time off for myself,” she chuckles.

Nurturing Personal Interests and Friendships

So now, Saroja has decided to prioritize herself a bit more. She’s embraced a lifestyle where she consciously takes time to rest and recharge. Beyond her professional realm, she’s a dedicated trainer, an avid traveler, and an enthusiastic doodler. Her passion for reading spans from nutrition and spirituality to thrilling mysteries, reflecting her belief in a well-rounded life. Romance novels, however, have fallen off her radar. “I don’t believe in those anymore, all lies!” she says with a laugh.

She’s also got a close-knit group of women she’s known for decades, and they keep each other grounded. “One phone call to any of these friends, and my mood is back up. Especially in your 40s, those friendships become gold – the competition is gone, and you're just happy for each other.”

Balancing Act: Embracing Work, Life, and Laughter

Saroja Atchula is a testament to the fact that work, life, and a little bit of humor can go a long way. Whether she’s managing her team at Salesforce or acing her role as a mother, she reminds us to take life seriously, but not too seriously. The key to ensuring continuous motivation? “Stay curious, ask the right questions, and invest in your own health! And take vacations of course, that will always help!" she laughs.

Ready to join a team where work is fulfilling, and laughter is encouraged? Check out our open roles, and apply today.