Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Saiprasad Shilkar

Thane

Summary

Client Success Analyst with 12+ years of experience managing high-value accounts, driving product adoption, and optimizing client outcomes. Expertise in onboarding, training, troubleshooting, and customer support with a focus on accelerating time-to-value. Proven ability to identify upsell and cross-sell opportunities, reduce churn, and improve client retention. Strong collaboration skills, working cross-functionally with sales, product, and support teams to enhance client satisfaction. Data-driven decision-maker, leveraging KPIs and client feedback to inform strategies and drive continuous improvement. Dedicated to building long-term relationships and ensuring clients achieve maximum value and success.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Senior Client Success Analyst

Rayden Interactive aka Phreesia
Pune
05.2023 - 07.2024
  • Managed a portfolio of 25+ high-value client accounts, ensuring client satisfaction, and retention.
  • Drove product adoption and digital transformation through customized onboarding and training initiatives, achieving over 90% client satisfaction.
  • Conducted regular client check-ins (weekly, bi-weekly, monthly) to discuss product usage, gather feedback, and recommend optimization strategies, increasing adoption and revenue growth.
  • Analyzed client metrics (user engagement, feature usage, retention rates) to identify opportunities for upselling and reducing churn.
  • Led product implementation and training sessions, accelerating time-to-value, and ensuring smooth onboarding for new clients.
  • Collaborated with cross-functional teams (Sales, Product, Support) to address client issues, improve service delivery, and implement product enhancements.
  • Acted as the voice of the customer, gathering feedback to influence product developments, and enhance user experience.
  • Delivered Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) to assess client needs and provide actionable insights for growth and retention.
  • Conducted account audits to ensure alignment with client business goals, optimizing product usage, and maximizing ROI. Provided ongoing client support, troubleshooting, and resolving issues to maintain high engagement and satisfaction levels.
  • Utilized platforms like Salesforce, Zendesk, Workday, and Talkdesk to manage client relationships, and track performance metrics.

Client Support Analyst

Altisource Business Solutions PVT Ltd.
Mumbai
01.2018 - 04.2023
  • Acted as the primary point of contact between key client stakeholders and internal departments (operations, sales, technology), ensuring alignment of goals, clear communication, and effective issue resolution to support smooth operations.
  • Conducted bi-weekly and monthly calibration calls with clients to review progress, identify challenges, and ensure all action items were addressed. Shared detailed meeting minutes with both internal teams and clients to ensure timely follow-up and resolution.
  • Diligently reviewed audit reports to ensure that all quality checkpoints were met before finalizing and delivering the reports to clients, ensuring both accuracy and compliance with agreed-upon standards.
  • Coordinated closely with operations, sales, and technology teams to develop and implement client-centric strategies, ensuring the delivery of high-quality service, and enhancing client satisfaction with the company’s products and services.
  • Led client onboarding initiatives, facilitating product integration, and providing comprehensive training on the application. Ensured clients were well-equipped to maximize the use of tools, resulting in faster time to value, and increased product utilization.

Senior Process Associate

Tata Consultancy Services
Mumbai
09.2011 - 01.2018
  • Maintained high levels of productivity and quality compliance in line with client requirements. Consistently ensured the team met performance benchmarks while adhering to tight timelines (TAT).
  • Performed daily and weekly quality checks on team deliverables, providing actionable feedback to enhance performance, correct issues, and improve overall quality metrics.
  • Delivered process and product training to new team members across the Mumbai and Chennai locations, ensuring they were well-equipped to meet client expectations and contribute to team success.
  • Managed daily work allocation for team members, ensuring accounts were completed within the specified turnaround time (TAT), and addressing any bottlenecks promptly to maintain a smooth workflow.
  • Served as the Single Point of Contact (SPOC) for all client-specific and organizational training initiatives, ensuring that all team members completed required training within the designated timeframes.
  • Prepared and sent month-end reports, including productivity trackers, quality performance metrics, and quality scores. Ensured agents received timely feedback based on their performance, promoting transparency and accountability.
  • Regularly updated process documents to reflect the latest operational updates and changes, ensuring that the team followed current protocols, and remained aligned with organizational goals and client needs.

Education

Bachelor of Commerce - Accounting And Finance

Claras College of Commerce
Mumbai
03-2011

Higher Secondary Certificate -

Seth Anandilal Podar Junior College
Mumbai
03-2008

Secondary School Certificate -

St Francis Xavier High School
Mumbai
03-2006

Skills

  • Client Relationship Management
  • Cross-Functional Collaboration
  • Revenue Growth and Upselling
  • Product Knowledge and Optimization
  • Problem Solving and Troubleshooting
  • Software as a Service (SaaS)

Certification

  • Fundamentals of Salesforce - Sales and Customer Relationship Management
  • · B2B Customer Success Management

Timeline

Senior Client Success Analyst

Rayden Interactive aka Phreesia
05.2023 - 07.2024

Client Support Analyst

Altisource Business Solutions PVT Ltd.
01.2018 - 04.2023

Senior Process Associate

Tata Consultancy Services
09.2011 - 01.2018

Bachelor of Commerce - Accounting And Finance

Claras College of Commerce

Higher Secondary Certificate -

Seth Anandilal Podar Junior College

Secondary School Certificate -

St Francis Xavier High School

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Saiprasad Shilkar