Aarti J Bhansali
Pune
Summary
Results-driven Sr Client Success Analyst with a proven history of enhancing digital adoption and client retention at Phreesia. Expertise in Salesforce CRM and Service Now, combined with a strong focus on customer satisfaction, has led to the successful management of significant ACV portfolios that drive engagement and revenue growth. A strategic approach to account management and a commitment to innovation underpin impactful client partnerships.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Sr Client Success Analyst
Phreesia
Pune
08.2021 - 10.2024
- Collaborated with global customers to understand their training needs, enhance digital tool adoption, and develop innovative solutions by working closely with cross-functional teams
- Created and implemented plans to introduce, promote, and increase the usage of digital tools; conducted training sessions, and developed comprehensive training materials
- Monitored and analyzed user engagement, feature usage, and retention rates; implemented change management strategies to help users adapt to new tools effectively
- Managed relationships for over 25 Foundation & Core clients, focusing on driving product adoption, customer satisfaction, and account growth through regular engagements like EBRs and QBRs
- Executed SQL scripts to address customer queries accurately and efficiently while leveraging data to identify issues, upsell opportunities, and enhance engagement
- Mastered technical product functionality, led implementation tasks, configured and validated accounts, and provided post-live optimization and ongoing user support
- Mentored new team members, improved internal knowledge-sharing practices, and ensured team readiness for customer interactions by leveraging platforms like Salesforce, Zendesk, Workday, and Talk desk
- Conducted account audits, check-ins, and workshops to assess customer needs; ensured product alignment with business requirements while staying updated on new features and releases
- Developed standards and guidelines to ensure consistency across deliverables, facilitated webinars, and implemented processes to enhance adoption and customer satisfaction
Associate Support Consultant
Allscripts India LLP
09.2016 - 07.2021
- Utilized technical expertise to assist clients in effectively ensuring optimal user experience
- Achieved a high-resolution rate by independently addressing 85% of all assigned cases with minimal assistance, driving customer satisfaction
- Contributed to meeting service level goals by adhering to departmental standards and responding promptly to client inquiries
- Delivered first-call resolution by balancing thoroughness and efficiency, while ensuring appropriate escalation rates for complex issues
- Identified and addressed systemic customer-impacting issues, proactively communicating status updates, fixes, and product enhancements to clients
- Followed company and departmental guidelines in all customer interactions, ensuring consistency in service quality and adherence to best practices
- Managed case backlog effectively, prioritizing tickets and ensuring resolutions within agreed-upon departmental timelines
- Leveraged available resources, including the knowledge base, to drive quick and accurate solutions to client issues, enhancing overall support efficiency
- Documented all client interactions in CRM with accuracy, ensuring thorough records for ongoing support and follow-up
Customer Relations Advisor
Tech Mahindra Business Services
Pune
12.2013 - 09.2016
- Worked for TSI (Technical Support Interface) mainly for mobile & pads troubleshooting
- Contributed to overall team success by consistently meeting or exceeding performance goals related to call volume, resolution rate, and customer satisfaction metrics
- Worked for the Upgrades and Retentions process and provided with an end-to-end resolution for the satisfaction of our customers
Customer Finance Advisor
3 Global Services
04.2011 - 09.2012
- Worked for Collections & Billing process
- Contributed to overall team success by consistently meeting or exceeding performance goals related to call volume, resolution rate, and customer satisfaction metrics
Customer Services Associate
WNS Global Services
04.2008 - 04.2011
- Was Associated with B2B Collections for a Motor Insurance Process & Collections Process
- Identifying the people/Insurance Company who were liable for the vehicle damages & chase for recoveries
Education
BBA -
International School for Management Excellence
Skills
- SaaS
- Technical Support and Testing
- SQL
- Customer Success
- Business Analysis
- Digital Adoption
- Client Retention
- Escalation and Account Management
- Salesforce CRM
- Service Now
Certification
- Salesforce Essential Training
- Customer Success Management Fundamentals
- ITIL Foundation
Accomplishments
- Promoted to a Sr. Client Success Analyst
- Received appreciation in most of the RnR sessions and from clients on internal portals
Languages
- English
- Hindi
- Marathi
- Sindhi
Timeline
Sr Client Success Analyst
Phreesia
08.2021 - 10.2024
Associate Support Consultant
Allscripts India LLP
09.2016 - 07.2021
Customer Relations Advisor
Tech Mahindra Business Services
12.2013 - 09.2016
Customer Finance Advisor
3 Global Services
04.2011 - 09.2012
Customer Services Associate
WNS Global Services
04.2008 - 04.2011
BBA -
International School for Management Excellence
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