Kirti Rachhoya
Frisco,TX
Summary
Goal-oriented Client Success Manager skilled in proactive and hands-on strategies to promote client loyalty and maintain retentions. Exceptional at providing highly positive customer experiences as the primary liaison and company representative.
Overview
12
12
years of professional experience
Work History
Client Success Manager
Unifocus
Irving, TX
09.2022 - 05.2024
- Relationship Building: Managed 100+ accounts. Established and nurtured strong relationships with C-level executives by proactively setting up weekly and monthly cadence calls. Served as the primary point of contact.
- Account Health Monitoring: Used CRM platform like Salesforce, Churn Zero, ticketing system (JIRA), Net Promoter scores, etc.
- Client Advocacy: Trusted advisor and advocate for clients within the company, representing clients' interests and ensuring needs are met across all departments.
- Data Analysis: Analyze usage data and providing support needed to maximize value of our services.
- Documentation and Reporting: Maintain accurate records of client interactions, activities, progress, and generate regular reports for internal stakeholders to track client satisfaction and engagement.
- Product Training: Provide training sessions and resources to help clients maximize the usage of company's products and services. Ensuring the client is equipped with knowledge and skills to achieve their desired outcomes.
Client Success Administrator
Unifocus
Frisco, Texas
03.2022 - 09.2022
- Maintained a positive relationship with internal stakeholders and clients and functioned as support.
- Managed 10 trainings (demos) per month for existing clients, resulting in a 20% increase in usage.
- Worked with the Service team to timely resolve open JIRA tickets and reduce the ticket backlog by 30%.
- Assisted the teams in updating and maintaining data in Salesforce.
- Assisted in monthly partner billing, collaborating with internal teams and clients until conversion to accounting is complete.
Montessori Guide
Starwood Montessori
Frisco, TX
08.2012 - 03.2020
- Planned and implemented Montessori curriculum monthly, and established a daily record-keeping system to track student progress.
- Ensured respectful and open lines of communication with parents and other stakeholders. Managed 30-35 incoming calls and emails weekly from parents.
Education
MBA - Marketing And Human Resource Management
Rajasthan University
India 04-1999
Skills
- Salesforce
- Customer Retention
- Best Practices
- Data Analytics
- Upselling strategies
- Client Education
- Client Relationship Management
- Customer Satisfaction
Timeline
Client Success Manager
Unifocus
09.2022 - 05.2024
Client Success Administrator
Unifocus
03.2022 - 09.2022
Montessori Guide
Starwood Montessori
08.2012 - 03.2020
MBA - Marketing And Human Resource Management
Rajasthan University
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