Summary
Overview
Work History
Education
Skills
Websites
Affiliations
Certification
Languages
Links
Timeline
Generic

Erica Alikhan

Charlotte

Summary

Dynamic and results-driven Senior Client Success Leader with over a decade of experience driving customer retention, expansion, and operational excellence across SaaS and service-based organizations. Proven track record of building and scaling high-performing client success teams, transforming underutilized departments into revenue-driving powerhouses, and delivering measurable business impact through data-driven strategy and client advocacy. Adept at aligning customer success initiatives with organizational goals, fostering executive-level relationships, and implementing scalable success frameworks that reduce churn, increase lifetime value, and elevate customer experience. Recognized for strategic vision, cross-functional leadership, and the ability to turn client feedback into actionable growth initiatives that strengthen brand trust and profitability.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Regional Client Success Manager

Dispatchit
11.2024 - Current
  • Lead client success team, managing 350 clients for enhanced satisfaction and retention.
  • Developed processes improving service delivery via feedback analysis.
  • Facilitated cross-functional collaboration for prompt issue resolution.
  • Created client training programs to boost product use and engagement.
  • Analyzed client feedback to identify service gaps, implementing data-driven solutions that resulted in noticeable gains in service delivery.
  • Fostered cross-departmental collaboration to rapidly resolve client issues, enhancing trust and ensuring timely responses to client needs.
  • Developed and launched interactive training programs, empowering clients to maximize product usage and driving meaningful engagement.
  • Provided ongoing support to clients, cultivating strong communication channels that foster positive experiences and lasting relationships.
  • Developed and implemented client success strategies to enhance service delivery and outcomes.
  • Fostered strong client relationships, ensuring high satisfaction and retention rates.

Senior Client Success Manager

Millennia
01.2014 - 07.2024
  • Managed $3M+ AAR portfolio, enhancing client satisfaction and retention.
  • Conducted strategic reviews with executives, boosting client engagement.
  • Led implementation projects, ensuring success and optimal service delivery.
  • Trained clients on technical products, improving user proficiency.
  • Identified upsell opportunities, driving revenue growth and risk mitigation.
  • Orchestrated tailored client success plans, resulting in substantial improvements in client satisfaction and retention rates.
  • Analyzed benchmark data and KPIs to develop actionable strategies, leading to noticeable gains in client goal achievement.
  • Coordinated with cross-functional teams to optimize implementation projects, enhancing service delivery and client outcomes.
  • Implemented proactive research methods to identify upsell opportunities, significantly increasing monthly recurring revenue.
  • Regularly trained clients on complex technical products, fostering strong relationships and reducing support escalations.

Education

M.S. - Psychology

Southern New Hampshire University
Manchester, NH
12.2019

B.S - Biology & Psychology, Minor: African Studies

University at Albany: State University of New York
Albany, NY
05.2014

Skills

  • Client Relationship Management
  • Strategic Planning
  • Customer Feedback Analysis
  • Cross-Functional Collaboration
  • Data-Driven Decision Making
  • Performance Metrics
  • Customer Onboarding
  • Problem Solving
  • Team Leadership
  • Client Engagement
  • Customer Retention
  • Emotional Intelligence
  • Upselling Techniques
  • Project Management
  • Team leadership
  • Decision-making
  • Critical thinking
  • Strategic planning
  • Business development
  • Public speaking
  • CRM software

Websites

Affiliations

  • National Society of Leadership and Success (NSLS), Member, Spring 2018 - PRESENT
  • Women Excelling in Business (WEB) - University at Albany, Club Member, Spring 2012 - Spring 2014

Certification

  • HIPPA Annual Compliance and Recertification Training
  • Healthcare Compliance Solutions Inc.
  • NC Health Insurance License
  • NC Life Insurance License

Languages

English (Native)

Links

(1) Erica Alikhan | LinkedIn

Timeline

Regional Client Success Manager

Dispatchit
11.2024 - Current

Senior Client Success Manager

Millennia
01.2014 - 07.2024

B.S - Biology & Psychology, Minor: African Studies

University at Albany: State University of New York

M.S. - Psychology

Southern New Hampshire University

Similar Profiles

CREATE PROFILE