RAJA RAJESHWARI M

Implementation Manager

Enterprise & Mid-Market Implementation Leadership

• Independently led end-to-end implementation for 8 SaaS clients (2 enterprise, 6 mid-market).
• Managed full implementation lifecycle: discovery, requirement gathering, gap analysis, configuration, UAT, training, and production go-live.
• Reduced onboarding timelines:
• Small customers: 8 weeks → 4 weeks (50% improvement)
• Mid-market: standardized to 6 weeks
• Enterprise: streamlined to 8 weeks
• Reduced legacy data migration duration by 4 weeks by introducing automation scripts and minimizing manual processing.
• Managed multiple parallel implementation projects while ensuring milestone tracking and SLA adherence.

Stakeholder & Escalation Management

• Served as primary point of contact for enterprise clients and senior business stakeholders.
• Conducted kick-off calls, solution walkthrough, sprint demos, and executive progress reviews.
• Identified implementation risks and coordinated resolution with Product, Engineering, and QA teams.
• Acted as communication bridge between clients and internal delivery teams.
• Received direct customer appreciation via email and LinkedIn testimonials.

Process & Governance Improvements

• Streamlined requirement gathering framework improving scope clarity and reducing rework.
• Introduced business-use-case-driven training model replacing generic sessions.
• Built reusable templates and structured documentation standards for implementation consistency.
• Ensured structured transition to Customer Success and Support teams post go-live.

Product Management Team (1 Year 6 Months)

LMS Product Rewrite & Relaunch

• Core contributor in full LMS product rewrite delivered within 10 months.
• Authored and owned 25+ product features converted into structured user stories.
• Managed JIRA tickets and supported backlog grooming and sprint execution.
• Participated in sprint planning, daily stand-ups, and sprint demos.
• Conducted functional validation prior to QA certification ensuring requirement alignment.
• Acted as voice of the customer, channeling implementation insights into product enhancements.

• Led 20-member team (15 Chennai + 5 Hyderabad) supporting US healthcare provider revenue cycle operations.
• Managed annual net revenue collection processes ensuring SLA adherence and performance benchmarks.
• Conducted operational reviews with client stakeholders and handled escalations.
• Identified operational risks and implemented corrective process improvements.
• Mentored team members and drove productivity enhancement initiatives.
• Ensured cross-location collaboration and delivery consistency.

• Worked directly with US healthcare clients managing revenue cycle KPIs and performance dashboards.
• Conducted operational review calls and resolved workflow inefficiencies.
• Prepared and presented reports covering TAT, denial rates, collections, and aging metrics.
• Led small internal initiatives to streamline processes and reduce rework.
• Coordinated cross-functional teams across billing, coding, and posting functions.
• Contributed to SOP documentation and process optimization efforts.

• Managed end-to-end Accounts Receivable lifecycle for US healthcare provider accounts.
• Handled insurance follow-ups, denial management, reconciliation, and escalations.
• Maintained SLA compliance and quality benchmarks.
• Reduced AR aging backlog through structured follow-up strategy.
• Supported audit readiness and trained junior analysts.