Shailesh Pandit

• Manage and grow strategic customer relationships, acting as a trusted advisor to drive retention, engagement, and advocacy in a B2B SaaS environment.
• Partner with executive and operational stakeholders to align on business goals, maximize product adoption, and ensure measurable success.
• Track and analyze customer health metrics, such as adoption rates and churn risk, using a data-driven approach to improve retention.
• Drive a structured, process-oriented approach to onboarding, training, and ongoing support, ensuring a seamless customer experience.
• Identify and execute upsell and expansion opportunities by proactively consulting customers on additional solutions that align with their needs.
• Serve as the primary escalation point for customer concerns, collaborating cross-functionally to resolve issues and improve overall satisfaction.
• Navigate a fast-paced, high-growth environment by balancing multiple priorities, maintaining strong communication, and adapting to evolving customer needs.
• Document customer interactions and insights in Salesforce and customer success platforms to track progress, identify trends, and drive strategic action.

As a Director of Customer Success, I proactively build and nurture client relationships, ensure their satisfaction, and drive the adoption of our products and services. I do this all while effectively collaborating with cross-functional teams to enhance the overall customer experience.

• Nurture strong relationships as a trusted advisor for 50 enterprise clients, offering strategic guidance and support to facilitate the attainment of their objectives.
• Proactively identify and address potential issues among clients, collaborating with both internal and external teams to devise and execute tailored action plans.
• Analyze and interpret various metrics, including NPS and customer retention/churn rates, employing insights to implement effective solutions.
• Collaborate with clients to establish crucial objectives and Key Performance Indicators (KPIs), playing a pivotal role in guiding them towards accomplishing these benchmarks.
• Conduct comprehensive quarterly business reviews, ensuring clients comprehend the value delivered and remain highly satisfied with our solutions.
• Enhance customer satisfaction by deeply understanding their business needs and proposing tailored solutions, such as recommending product/module additions or changes to optimize their usage.
• Champion customer requirements across departments, advocating for their needs and leveraging client feedback to drive feature enhancements.
• Oversee and manage account escalations, working in tandem with different functional areas to swiftly address concerns and ensure optimal customer satisfaction.
• Foster and empower clients to become enthusiastic advocates for the brand, cultivating increased satisfaction and loyalty through ongoing support and engagement.

Customer Success Manager who optimized customer onboarding, cultivated strong customer relationships, improved NPS scores, contributed to pricing strategies, facilitated cross-functional collaboration to enhance product offerings and profitability, all while consistently upholding industry-standard KPIs.

• Spearheaded and supervised the seamless onboarding of multiple Customer Relationship Management (CRMs), significantly reducing onboarding and revenue recognition time to under 30 days post-contract closure.
• Established a robust framework for Net Promoter Score (NPS), maintaining a consistently high score of over 45 quarter after quarter, reflecting exceptional customer satisfaction and unwavering loyalty.
• Skillfully renegotiated early customer renewal contracts, resulting in a Net Revenue Retention (NRR) rate surpassing 100%, demonstrating a remarkable retention and growth trajectory.
• Contributed significantly to the formulation of a strategic product pricing framework, optimizing pricing strategies to enhance profitability effectively.
• Collaborated cross-functionally to create and maintain a customer-facing knowledge base repository, elevating customer support and providing comprehensive self-help resources.
• Played a pivotal role in leading the Revenue Cycle Management (RCM) function during leadership transitions, ensuring continuity and sustained performance.
• Orchestrated meetings with sales and design teams to shape project roadmaps and innovate unique products, leading to increased profitability and heightened brand visibility.
• Proactively nurtured and managed customer relationships, serving as the primary liaison for clients, ensuring high satisfaction and retention levels.
• Maintained industry-standard RCM Key Performance Indicators (KPIs) across all clients, ensuring consistent performance and satisfaction across the clientele.

A enterprise Account Manager proficiently oversaw and maintained 53 accounts, proactively mitigating churn, enhancing customer success through the strategic addition of services, and serving as the main point of contact for clients.

• Consistently met and exceeded churn and growth targets across all quarters while providing vital support to the broader Revenue Cycle Management (RCM) team.

• Led the initiation of new partnerships and integrations, notably with DrChrono, significantly contributing to revenue growth.
• Fostered executive-level relationships with customers, exhibiting professionalism, and effectively addressing their needs while swiftly resolving critical concerns.
• Leveraged Domo, DrChrono business intelligence tools, and integrated partner tools to identify and deliver tailored solutions to client needs.
• Acted as a crucial liaison between customers and the engineering team, ensuring seamless product rollouts and enhancements.
• Developed customized documentation, reports, and logs to efficiently manage and address specific customer requirements.
• Collaborated seamlessly with cross-functional teams, including product, sales, and executive teams, to ensure a superlative customer experience, concurrently managing Zendesk and Jira ticketing systems.
• Collaborated with the Sales Team to craft comprehensive short and long-term contracts for various DrChrono services, optimizing revenue streams.
• Played a pivotal role in training and mentoring new team members, enhancing productivity, accuracy, and the delivery of exceptional customer service.

A case worker who liaised with insurance payers, managed claims, verified patient insurance benefits, coordinated therapy access, assisted with insurance forms, and maintained compliance with HIPAA.

• Work directly with insurance payers on claims, billing, and prescription approvals, and regularly communicate with physicians to register office facilities in our client portal and database for data analysis.
• Obtain daily reports to strategically plan actions based on urgency and maintain frequent phone contact with provider representatives for accurate insurance forms and investigation reports.
• Contact medical and pharmacy payers (Commercial, Medicare, Medicaid) to verify patient insurance benefits, conduct benefit investigations for 40-50 patients daily, and assist physician office staff and patients with insurance forms and program applications.
• Input patient-sensitive information, including clinical data and electronic medical records, into the CareMetx connect system for analysis, and manage a regional caseload of three REMS medications.
• Coordinate access to therapies, conduct appropriate follow-up, facilitate access to support services, and ensure confidentiality and HIPAA compliance.

A collections specialist who maintained industry standard KPIs, managed an outsourcing team for billing consistency, processed various claims, served as a primary contact for providers, analyzed payments and trends, ensured payment reconciliation, led reimbursement appeals, and provided exceptional customer service while ensuring compliance with client and HIPAA guidelines.

• Developed, interpreted, and implemented financial concepts for financial planning and control, and analyzed missing remit/unapplied payments accounts with prompt follow-up to payers.
• Managed an outsourcing team to identify billing inconsistencies, monitored monthly reconciliation of payments posted, and served as the point of contact for multiple provider locations to resolve billing, claims, and insurance benefit issues swiftly.
• Performed analytical reviews of weekly, monthly, and annual financial reporting, examined and verified claims and insurance trends, and assisted senior management in ensuring compliance with client, billing, and HIPAA guidelines.
• Processed Primary, Secondary, and Tertiary claims daily (Commercial, Medicare, Medicaid) and provided prompt and exceptional customer service follow-up to patients as needed.
• Acted as the point of contact and reconciliation lead for all reimbursement appeals to providers and relayed team information to colleagues to maintain client satisfaction.