Dec 2024 – Jan 2026 · 1 yr 1 mo · Pune, Maharashtra, India · Remote

Apr 2024 – Oct 2024 · 6 mos · Remote

• Collaborated with global customers to understand training needs, improve digital adoption, and develop innovative solutions with cross-functional teams.
• Create plans to introduce, promote and increase usage of digital tools, conduct sessions, develop and deliver training materials.
• Monitor and analyze adoption metrics, such as user engagement, feature usage and retention rates and implement change management strategies to help users to adapt to new tools.
• Developed standards and guidelines to ensure consistent deliverables across projects.
• Managed relationships for 25+ Foundation & Core clients, driving product adoption, satisfaction, and growth for a portfolio worth $2M+ annually.
• Provide ongoing support to users, addressing questions and analyzed monthly/quarterly data to identify issues, upsell opportunities, and enhance engagement through EBRs.
• Mastered technical product functionality, led implementation tasks, and provided post-live optimization and training.
• Mentored new team members, improved internal knowledge sharing, and worked with platforms like Salesforce, Zendesk, Workday, and Talkdesk.
• Conducted check-ins, QBRs, and account audits to assess customer needs and ensure satisfaction and retention.
• Configured, tested, and validated accounts to ensure product alignment with business needs.
• Assisted in webinars, workshops, and stayed up to date with product features and releases while monitoring adoption and usage metrics.

Aug 2021 – Oct 2024 · 3 yrs 2 mos · Remote

• Collaborated with global customers to understand training needs, improve digital adoption, and develop innovative solutions with cross-functional teams.
• Create plans to introduce, promote and increase usage of digital tools, conduct sessions, develop and deliver training materials.
• Monitor and analyze adoption metrics, such as user engagement, feature usage and retention rates and implement change management strategies to help users to adapt to new tools.
• Developed standards and guidelines to ensure consistent deliverables across projects.
• Managed relationships for 25+ Foundation & Core clients, driving product adoption, satisfaction, and growth for a portfolio worth $2M+ annually.
• Provide ongoing support to users, addressing questions and analyzed monthly/quarterly data to identify issues, upsell opportunities, and enhance engagement through EBRs.
• Mastered technical product functionality, led implementation tasks, and provided post-live optimization and training.
• Mentored new team members, improved internal knowledge sharing, and worked with platforms like Salesforce, Zendesk, Workday, and Talkdesk.
• Conducted check-ins, QBRs, and account audits to assess customer needs and ensure satisfaction and retention.
• Configured, tested, and validated accounts to ensure product alignment with business needs.
• Assisted in webinars, workshops, and stayed up to date with product features and releases while monitoring adoption and usage metrics.

Aug 2021 – Jun 2024 · 2 yrs 10 mos · India

• 5 years of hands-on experience in US Healthcare IT.
• Currently working as a Client Success Analyst and responsible for helping to improve client utilization, retention, and overall client satisfaction.
• Trying to create a better healthcare experience by helping providers better understand their patients.
• Manage client satisfaction through service resulting in client retention and expansion.
• Drive adoption of specific products and features within the product, ensuring maximum business benefits for the client.
• Identifying add on products opportunities, demonstrate those products, then implement them with relevant team member's help.
• Proactively address client risks based on product usage trends and key performance indicators.
• Be a client advocate while capturing client feedback and reporting and prioritizing requests to our Product Management team.
• Utilize and optimize best practice to ensure quality, effectiveness, and efficiency of our processes.
• Troubleshoot support issues.
• Worked on applications like EHR/EMR, ServiceNow, Salesforce.
• Assisting clients promptly to ensure client satisfaction by using proper procedures for call control, problem resolution, reporting and escalation.
• Diagnose and resolve questions over the phone/Internet in the areas of system configurations/setup, product functionality, and bugs/enhancements.
• Worked with IT personnel, business analysts, and product owner to identify and maximize opportunities to improve products services.
• Reviewed, analyzed, and created detailed documentation of systems and user needs, including workflows and steps required to develop or modify application programs.
• Consulted with IT to determine business, functional and technical requirements for specified applications & noted business requirements.
• Communicate client’s business requirements with an easy-to-understand data and process models.
• Engage client to gather software requirements and ensure alignment with development teams.

Sep 2016 – Sep 2021 · 5 yrs · Pune Area, India