Roshni Bhakta
Manager, Customer Success
Englewood,CO
Summary
Dynamic leader with a proven track record at Solv Health, excelling in project management and customer relationship management. Spearheaded a team that achieved over 90% customer satisfaction quarterly and drove significant revenue through strategic upselling. Expert in Salesforce, demonstrating exceptional team leadership and complex problem-solving abilities.
Overview
9
9
years of professional experience
Work History
Manager, Partner Success (SMB)
Solv Health
San Francisco, CA
02.2024 - Current
- Managed a $300K+ book of business across 280+ customers, analyzing forecasted risks and opportunities to refine strategy and achieve team objectives
- Led marketing and engagement initiatives targeting unengaged customers, driving $10.3K in monthly upsell revenue and reducing churn risk
- Partnered cross-functionally with sales and product teams to implement Solv with various EMRs in under 10 business days post-sale, driving high usage rates, strong product adoption, and sustained client engagement
- Customized product packaging strategies to retain over $30K in potential churn, including using our RCM tool to pay for monthly costs
Sr. Customer Experience Manager
Solv Health
San Francisco, CA
03.2019 - 02.2024
- Built the customer experience team from the ground up, shaping its internal and external voice to align with organizational goals, while growing the team by hiring 10+ employees and conducting ongoing performance evaluations to foster career development and ensure team success
- Managed daily operations to ensure consistent customer satisfaction, achieving over 90% each quarter, while optimizing employee productivity across weekdays, weekends, and holidays
- Defined and implemented KPIs, including maintaining an average resolution time under 12 hours and a first contact resolution rate within 2 hours, while introducing tools like Intercom, Salesforce, Zoom Phones, and Gong to streamline workflows and further reduce resolution times
- Trained and optimized AI systems to decrease inbound chat volume by 30%, empowering customers to self-serve effectively through a continuously improving Help Center
- Designed and scaled a supply chain process for ordering and maintaining kiosk supplies, ensuring timely shipments and proper usage, which increased product adoption and stickiness by 25% and led to a reduction in churn rates
Surgical Technician
Salina Regional Health Center/ University of Kansas Health System
Kansas City, Kansas
11.2015 - 01.2019
- Trained new staff members to protocols regarding operating room procedures, infection control, safety standards and overall facility policies
- Managed operating room setup by cleaning and sterilizing instruments and surfaces, maintaining supply inventories and organizing surgical tools during general, gynecology, genitourinary, orthopedic, neurosurgery and plastic surgery procedures
- Worked with vendors for speedy procurement of services and equipment
- Performed and documented pre-surgery and post-surgery sponge, instrument, and needle count
Education
B.A. - Organizational Leadership
MidAmerican Nazarene University
Olathe, KS12.2018
Skills
- Project Management
- Customer Relationship Management (CRM)
- Team Leadership
- Complex Problem-solving
- SQL Certified
- Salesforce Application Skills
- LLM/Prompt engineering
Timeline
Manager, Partner Success (SMB)
Solv Health
02.2024 - Current
Sr. Customer Experience Manager
Solv Health
03.2019 - 02.2024
Surgical Technician
Salina Regional Health Center/ University of Kansas Health System
11.2015 - 01.2019
B.A. - Organizational Leadership
MidAmerican Nazarene University
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