Shailesh Pachpor

Managed client portfolio of 45 to 50 enterprise and 100 to 200 SMB customers.

• Coordinated structured hand-off meetings to ensure seamless transitions between Sales and Professional Services.
• Analyzed client requirements to define engagement objectives and develop onboarding strategies.
• Facilitated knowledge transfer sessions and kick-off meetings to align project goals with client expectations.
• Collaborated with clients to identify roadblocks and implemented solutions for product adoption.
• Monitored license utilization and feature adoption, ensuring alignment with targeted usage metrics.
• Conducted regular audits to track deviations and proactively mitigate adoption risks.
• Organized quarterly business reviews to assess outcomes and strengthen client relationships.

• Company Overview: A platform streamlines remote hiring with innovative interviews, attracting top candidates, and reducing resource usage for faster recruitment.
• Monitored the health of client accounts, ensuring continuous alignment with business objectives, and satisfaction.
• Collaborated with CSAs to proactively encourage clients toward activation and adoption.
• Worked closely with clients to identify, address, and resolve challenges, ensuring smooth activation, and fostering long-term adoption.
• Continually engaged with clients to identify and resolve activation challenges, driving consistent adoption, and maximizing product value.
• Organized Knowledge Transfer (KT) sessions and Kick-Off meetings to ensure alignment on project goals and client expectations.
• Oversaw hiring and team building to strengthen team capabilities.
• Led CSM onboarding and training programs to ensure successful integration.
• Managed workforce allocation to optimize team efficiency.
• Monitored and assessed team performance to drive results.
• Fostered team development and nurtured a positive team culture.
• Partnered with Account and Relationship Managers to drive timely renewals, ensuring continuity and client satisfaction.
• Proactively implemented retention strategies during churn scenarios, addressing client concerns, and strengthening long-term relationships.
• Tracked and analyzed CSAT and NPS scores to monitor customer satisfaction, and drive improvements.
• Worked closely with CSAs to implement regular customer surveys, gathering insights to inform strategies.
• Mapped customer journeys to pinpoint areas for enhancement, and deliver an optimized experience.

• Provided initial support by identifying and resolving basic technical issues via email, chat, and phone.
• Logged, categorized, and prioritized support tickets, ensuring accurate documentation and timely resolutions.
• Maintained clear communication with customers to provide updates and collect necessary troubleshooting information.
• Diagnosed and resolved technical issues related to hardware, software, or system configuration.
• Collaborated with L2 and L3 support teams alongside product and engineering teams for issue resolution.
• Contributed to theknowledge base by documenting solutions to common problems for future reference.

• Designed and executed strategic sales initiatives, consistently exceeding revenue goals.
• Identified new business opportunities to drive customer base growth.
• Led and mentored a high-performing team of sales professionals.
• Delivered targeted coaching to enhance team effectiveness.
• Collaborated with marketing and product teams to align efforts with business objectives.
• Monitored market trends and competitor activities to maintain acompetitive edge.
• Cultivated relationships with key clients and strategic partners.
• Analyzed sales performance metrics, providing actionable insights to senior leadership.

• Led and managed a team of sales professionals within the territory to achieve sales targets.
• Provided training, coaching, and mentoring to enhance the skills and performance of the sales team.
• Built and maintained relationships with key customers and partners to drive loyalty.
• Collaborated with marketing and product development departments to align with company objectives.
• Conducted market research and analysis to identify growth opportunities and remain competitive.

• Delivered impactful sales presentations and product demonstrations to healthcare professionals.
• Provided scientific and clinical insights regarding company products to healthcare professionals.
• Negotiated contracts and secured deals with customers, driving revenue growth.
• Collaborated with marketing and medical affairs departments to align strategies with company objectives.
• Conducted market research and analysis to identify growth opportunities and maintain acompetitive edge.