NAINA DIYALI
Pune
Summary
Results-driven professional with a strong background in client advocacy and service delivery excellence. Proven expertise in coordinating cross-functional teams, managing escalations, and ensuring service levels align with client expectations. Skilled in operational risk assessment, data analysis, and implementing improvement plans to enhance client satisfaction and achieve business outcomes. Adept at fostering collaboration across IT and business functions, optimizing service quality, and maintaining client relationships through strategic engagement and proactive communication
Overview
14
14
years of professional experience
Work History
MANAGER - CLIENT SUCCESS
Phreesia (Previously Rayden Interactive)
Pune
07.2021 - 06.2024
- Led a team of 30+ members, including Assistant Managers and Team Leads, to deliver targeted revenue growth and exceptional client service. Achieved 120% of targeted revenue growth and maintained a high VOC score of 4.7/5 in a SaaS organization.
- Acted as a primary client advocate and escalation point for service delivery needs, ensuring alignment with business objectives and seamless collaboration across cross-functional teams.
- Developed and executed improvement plans by analyzing operational risks, uncovering insights, and driving efficiencies to enhance client outcomes.
- Regularly conducted client-facing engagements, including Business Reviews, ROI discussions, GTM strategies, product utilization, upsell opportunities, and service optimization initiatives.
- Worked closely with North American clients, stakeholders, and cross-functional teams to manage and expand the Book of Business from $10,000 to $100,000, achieving significant growth in revenue and client satisfaction.
- Oversaw the creation and maintenance of operational documentation, including SOPs, Success Playbooks, Battle Cards, Reports, and Trackers, ensuring clarity and accessibility for all stakeholders.
- Supported operational teams by educating them on client utilization of services, including patient intake management, insurance workflows, and product adoption strategies, to enhance service delivery and business alignment.
- Ensured the successful completion of implementation projects, including product optimization, and seamless transitions to success and support phases.
- Conducted statistical analyses to forecast team needs, monitor SLA adherence, and provide actionable insights to operational teams for continuous improvement.
- Maintained and improved CSAT by optimizing service quality and delivering a superior end-to-end client experience.
- Proactively assessed account performance using health dashboards, identifying areas for improvement, and leading operational meetings to ensure ITSM governance, and SLA compliance.
- Provided leadership during organizational changes or crises, delivering stability and strategic direction to ensure continuity in client operations.
- Mentored, coached, and trained team members to enhance their performance, improve succession planning, and align individual goals with organizational objectives.
- Collaborated with sales and client engagement teams to build strategic account plans, ensuring effective management of client relationships, and contractual obligations.
- Supported critical incident management through ITSM-based approaches, effectively communicating client expectations, and ensuring cross-team coordination to resolve issues efficiently.
SR. EDI SUPPORT CONSULTANT
Allscripts (India) LLP
Pune
07.2016 - 07.2021
- Leading the client retention and success process for the BU
- Handling accounts as primary account support for several mid and large sized accounts
- Extensively working on Client retention
- Understanding the challenges, they faced and working to resolve them in order to retain the client making a huge monetary impact on the company
- Working with stakeholders and decision makers from client accounts in order to renew contracts by understanding problems they may be facing and getting those issues resolved by coordinating with different internal teams
- Monitoring of attrition data on Power Bi and presenting data to leadership team monthly
- Majorly working with dissatisfied clients and turning them around by resolving issues, giving dedicated account management and working cross-functionally with Sales, Support and management
- Managing at-risk accounts and their issues through incidents/ requests/ emails and keeping management in the loop of progress to retain account health
- Working with clients and the development team to understand client challenges with products and convey them to the development team
- Understanding client's expectations and putting them across to development team for enhancements/improvements
- Working on client's contract termination to ensure a smoother exit process and remarkable experience that makes clients reconsider their decision to leave and create a good brand value in case they do exit
- Taking product trainings for live client accounts who need re-training for product/process to increase product utilization and optimization
- Contributed to several process and product enhancement ideas
- Monitoring ACD and case queue
- Managing call and case assignment
- Working with vendors for service improvement and reporting application issues
- Keeping track of team performance
- Preparing reports on daily basis and helping individuals with their goals
- Training and mentoring new hires, helping them with learning curve and grooming them to understand the importance of business and SLAs (TAT, ACD, FCR, FDR and CSAT)
CUSTOMER CARE EXECUTIVE
Tech Mahindra
02.2015 - 08.2015
- Company Overview: 3 Global Services
- 3 Global Services
WORKING AS CSO (VOICE)
Mphasis
07.2014 - 02.2015
- Company Overview: It Service Management Company
- It Service Management Company
WORKING AS CCE (VOICE)
3Tech IT Solutions
11.2011 - 07.2014
SENIOR EXECUTIVE SOCIAL MARKETING AND CONTENT
BrainBees Solutions
07.2011 - 11.2011
- Company Overview: Venture FirstCry.com
- Venture FirstCry.com
CONTENT WRITER
Ayush software Pvt. Ltd.
Pune
07.2010 - 04.2011
Education
Bachelor of Science - Biology
Jiwaji University
Gwalior, MP03.2009
Skills
- Client Relationship Management
- Leadership and Team Development
- Advanced Data Analytics and Interpretation
- Project Leadership and Execution
- Operational Strategy and Management
- Performance Optimization and Evaluation
- Process Definition and Documentation
- Business Performance Reporting and Analysis
- Process Design and Standardization
- Business Growth and Client Retention
- Strategic Business Planning
- Salesforce Strategy and Optimization
- Proficiency in Microsoft Office Suite
- SQL Database Management and Querying
- ServiceNow Administration and Workflow Design
- Salesforce Reports and Dashboard Development
- Oracle ERP and Database Solutions
- Power BI Visualization and Analytics
- SaaS Solutions Expertise
- Ortoo Workflow Automation
- Confluence Collaboration, and Knowledge Management
Languages
- English, Fluent
- Hindi, Native
Personal Information
- Nationality: Indian
- Marital Status: Married
Affiliations
- ITIL V4 Foundation
- Lean Six Sigma Yellow Belt
- 461Querying Microsoft SQL Server 2012/2014
- Microsoft Power BI
- Windows Server 2016: Install and Configure Active Directory
- Windows 10: Manage and Maintain Windows 10
- Business Analysis Foundation by PMI
Timeline
MANAGER - CLIENT SUCCESS
Phreesia (Previously Rayden Interactive)
07.2021 - 06.2024
SR. EDI SUPPORT CONSULTANT
Allscripts (India) LLP
07.2016 - 07.2021
CUSTOMER CARE EXECUTIVE
Tech Mahindra
02.2015 - 08.2015
WORKING AS CSO (VOICE)
Mphasis
07.2014 - 02.2015
WORKING AS CCE (VOICE)
3Tech IT Solutions
11.2011 - 07.2014
SENIOR EXECUTIVE SOCIAL MARKETING AND CONTENT
BrainBees Solutions
07.2011 - 11.2011
CONTENT WRITER
Ayush software Pvt. Ltd.
07.2010 - 04.2011
Bachelor of Science - Biology
Jiwaji University
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