Result-oriented and accomplished Customer Success Manager with 6 years of expertise at Microsoft, specializing in AI healthcare technology solutions, like Dragon Medical One and DAX Copilot. Recognized for consistent high performance, with multiple Employee of the Month and Quarterly Excellence awards.
Proven track record in:
Experienced in cross-functional collaboration, delivering actionable business insights, and fostering client advocacy. Adept at aligning customer goals with product capabilities to deliver measurable outcomes.
• Coordinated onboarding processes for new clients to ensure smooth transitions.
• Developed and implemented a strategic plan to identify at-risk accounts, reducing churn by 15%, and securing key accounts.
• Conducted quarterly business reviews with the top 10% of accounts, which facilitated an average increase in contract value of 30% annually.
• Negotiated and renewed contracts with a 98% success rate, ensuring long-term partnerships, and stable revenue growth.
• Initiated a proactive outreach program for clients at risk of non-renewal, achieving a 90% save rate on those accounts.
• Designed and executed a customer engagement strategy, which led to a 10-point NPS increase within a 12-month period.
• Collaborated with the sales and marketing teams to refine the customer journey, leading to a 20% increase in conversion from trial to paid subscriptions.
Wrote a research paper during PGDM on 'Factors affecting female feticides and infanticide in India,' analyzing primary data