MAUSHUMI PANIGRAHI
Summary
Results-driven professional with over 7 years of experience in Customer Success and Operations Management, specializing in the B2B SaaS and financial services sectors. Proven track record in improving customer relationships, streamlining CRM optimizations, and driving operational excellence. Skilled in leading collaborative teams to achieve strategic objectives and enhance client satisfaction and retention metrics for high-growth companies.
Overview
8
8
years of professional experience
Work History
Sr Client Success Analyst
Phreesia
09.2022 - 07.2025
- Managed a portfolio of 40 high-value accounts representing $2M in Annual Recurring Revenue (ARR), implementing proactive strategies that increased product adoption and key satisfaction metrics.
- Delivered actionable insights through comprehensive ROI analyses and campaign evaluations, leading to marked operational efficiencies.
- Led the post-sale integration for new clients onto the Phreesia platform, developing streamlined onboarding processes that accelerated time-to-value and ensured long-term success.
- Identified and capitalized on upsell and cross-sell opportunities, leading to revenue growth from the existing customer base.
- Quickly addressed and resolved complex customer challenges, maintaining high levels of satisfaction and loyalty.
- Enhanced collaboration with sales and EHR partners to optimize service integration and support systems.
- Led strategic Quarterly Business Reviews focused on evaluating and fulfilling client objectives effectively.
Senior Analyst
BRE, BMTG Advisors Private Limited
09.2021 - 04.2022
- Generated actionable market insights and comprehensive competitive analyses to support strategic decision-making for executives.
- Managed the complete project lifecycle, significantly enhancing client engagement from initial scheduling through to post-offer support.
- Implemented effective project management strategies to optimize efficiency and drive continuous operational improvements.
- Tracked and resolved technical issues using JIRA, ensuring quick service restoration through effective use of Zendesk.
- Established robust client relationships through exceptional service delivery and consistent industry expertise.
Manager
ICICI PRUDENTIAL LIFE INSURANCE
06.2017 - 09.2021
- Partnered with cross-functional teams to design and implement strategic marketing initiatives that significantly enhance customer experiences.
- Facilitated remarkable growth in partner account portfolios through proactive engagement and targeted outreach efforts.
- Directed project management initiatives to guarantee optimal outcomes, consistently boosting client satisfaction rates.
- Maintained compliance with industry regulations while effectively managing underwriting risks and operational processes.
- Assessed client needs and delivered tailored service recommendations aimed at improving satisfaction and retention rates.
- Contributed significantly to the recruitment and mentorship of new team members, fostering a collaborative and supportive culture.
Education
Master of Business Administration - Marketing & Finance
University of Pune
Pune06.2017
Bachelor of Commerce -
Delhi University
Delhi07.2015
Skills
- Customer Success: Customer Success Management, Growth & Retention Strategies, Client Relationship Management, Customer Onboarding & Training
- Technical Proficiency: Salesforce, Jira, MS Office (Excel & PowerPoint), Google Suite, Zoom, Slack
- Interpersonal: Cross-Functional Collaboration, Communication and Presentation, Stakeholder Management, Teamwork and Collaboration
Timeline
Sr Client Success Analyst
Phreesia
09.2022 - 07.2025
Senior Analyst
BRE, BMTG Advisors Private Limited
09.2021 - 04.2022
Manager
ICICI PRUDENTIAL LIFE INSURANCE
06.2017 - 09.2021
Master of Business Administration - Marketing & Finance
University of Pune
Bachelor of Commerce -
Delhi University