Erica Alikhan
Charlotte
Summary
Dynamic and results-driven Client Success Leader with over a decade of experience driving growth, retention, and operational excellence across SaaS and service-driven organizations. Recognized for blending data-driven strategy with empathy-based leadership to build high-performing teams, elevate client partnerships, and deliver measurable impact. Skilled in transforming underutilized functions into revenue-generating powerhouses by aligning customer outcomes with business objectives. A trusted executive partner known for fostering loyalty through transparency, collaboration, and accountability—leading with both precision and kindness to create success that’s both scalable and human.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Regional Client Success Manager
DispatchIt
11.2024 - Current
- Key architect in building and scaling Dispatchit's Client Success organization, establishing the structure, strategy, and processes that transformed the team into a core driver of growth and retention
- Oversee a portfolio of 350 accounts, including enterprise partnerships, ensuring operational excellence, client alignment, and long term revenue stability.
- Authored and led the "Unleashing Client Success" framework, driving alignment between Client Success, Operations, and Sales to create a unified approach to client health and strategic expansion.
- Delivered rapid enterprise growth, expanding two major accounts by $500k and $300k respectively in under one year through data-driven strategy, executive alignment, and partnership planning.
- Introduced scalable systems for client health scoring, escalation management, and ROI reporting - enhancing visibility, accountability, and proactive decision making across departments.
- Serve as a strategic voice to leadership, advocating for client-centric operations and reinforcing Client Success as a profit-protecting, growth accelerating function within the organization.
- Lead with data and kindness, balancing analytical precision with empathy and partnership to build trust, influence decisions, and elevate client and team relationships.
Senior Client Success Manager
Millennia
07.2014 - 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, NH12.2019
Skills
- Client Retention Strategy
- Executive Relationship Management
- Customer Health Frameworks
- Data Driven Growth Planning
- Enterprise Account Expansion
- Developmental Structure & Process Design
- KPI Development & Performance Dashboards
- Cross-Functional Collaboration
- Team Development & Coaching
- Leadership Communication & Executive Presentations
- Hubspot, Excel, Google Sheets
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
Timeline
Regional Client Success Manager
DispatchIt
11.2024 - Current
Senior Client Success Manager
Millennia
07.2014 - 07.2024
M.S. - Psychology
Southern New Hampshire University