Kirti Rachhoya

Work History

Unifocus

06.2023 - Current

Relationship Building: Manage 100+ accounts ,ranging from small boutique hotels to big luxury chains. Establish and nurture strong relationships with C level executives by proactively setting up weekly and monthly cadence calls. Serve as primary point of contact for any questions, concerns or assistance needed
Client Advocacy: Act as trusted advisor and advocate for clients within company, representing clients interests and ensuring needs are met across all departments.
Account Health Monitoring: Use CRM platform like Salesforce, Churn Zero. ticketing system ( JIRA), Net Promoter scores etc. to monitor account's health.
Data Analysis: Analyze usage data and providing support needed to maximizing value of our services.
Documentation and Reporting: Maintain accurate records of client interactions, activities, and 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 their usage of OPS Suite products and services, ensuring client is equipped with knowledge and skills to achieve their desired outcomes.
Issue Resolution: Address any issues or concerns raised by clients promptly and effectively, coordinating with internal teams( e.g. Tech, Product etc) to find solution and ensure timely resolution.

Unifocus

03.2022 - 06.2023

Maintain positive relationship with company's CSM's and clients and function as support.
Managed approximately 10 trainings per month for existing clients that resulted in increased usage by 20%
Worked with support to timely resolve any open JIRA tickets and reducing tickets backlog.
Weekly Gathered, Organized and Maintain data on Salesforce.
Held weekly meeting with CSM's to gather any updates and provide exceptional customer service to both internal and external stakeholders through prompt response times and issue resolution efforts.
Monthly assist with partner billing, collaborating with accounts and CSM until conversion to accounting is complete.

Starwood Montessori

08.2012 - 03.2020

Planned and implemented Montessori curriculum monthly and established daily record keeping system to track student progress.
Ensured respectful and open lines of communication with parents and other stake holders. Managed approximately 30 incoming calls ,emails per week from parents.