Aakanksha Bhuria

• Partner with enterprise customers to drive onboarding, adoption, and measurable outcomes; ensure success plans align with customer goals, and ROI.
• Created customized strategies for strategic accounts to avoid churn risks and maintain retention.
• Drafted special SOPs for the continuous support of sensitive accounts until stability was achieved, and contracts were signed.
• Lead QBRs and executive reviews to surface insights on product value, usage trends, and friction points; align remediation with Product and Engineering.
• Build VoC programs that synthesize support cases, usage analytics, and feedback into prioritized product enhancements and experience improvements.
• Proactively identify churn risk through health scores, case trends, and adoption signals; implement mitigation plans to stabilize accounts, and improve satisfaction.

Impact Highlights

• Reduced case volume by 12% through targeted deflection strategies, and workflow optimization.
• Decreased incident recurrence by 8% via structured problem management and RCA-driven mitigations.
• Accelerated new product support readiness by four weeks.
• Reduced rejected cases by approximately 10% monthly, delivering $87K in cost savings in 2025.

• Delivered technical support and application enhancements for healthcare interoperability solutions.
• Collaborated with product and engineering teams to troubleshoot complex issues and implement fixes.
• Authored and maintained clear documentation to improve onboarding, self-service, and support consistency.

• Provided technical consulting for enterprise applications and systems; contributed to performance tuning and process optimization that improved user experience.
• Partnered with stakeholders to prioritize requirements and deliver stable, scalable solutions.