Samridhi Aggarwal Email & Phone Number

Toronto, On, Ca

➢Collaborate with the senior leadership to develop comprehensive action plans, including resource allocation and timelines.➢Work with Marketing, Training, Projects & Technical Support teams to ensure efficient and effective collaboration.➢ Collaborate with cross-functional teams to troubleshoot issues, address concerns, and answer questions if needed➢Suggest best practices and maintain partnerships with clients while proactively educating customers on the flexibility and capability of our software.➢Showcase new features to both new and existing users of our platform.➢Advise and execute customer engagement strategies, refining our approach andoptimizing our client offerings for effective scaling.➢Utilize data to provide insights for retaining and driving adoption across the entire customer lifecycle.➢Identify opportunities to upsell or recommend new features & products, and schedule demos while funneling requests to Project Admin.➢Update/Write the Customer Success Playbook

Ontario, Canada

➢ Customer Success and Retention: Ensure overall satisfaction and engagement for Phreesia’s clients. Analyze churn clues and create archive cases in time to increase retention and client satisfaction. Partner with client executives and key business leaders to maintain revenue by managing renewal ➢ Client Advocacy: Responsible for capturing client feedback and reporting and prioritizing requests to the Product Management team. Collaborate with Phreesia teams, including Business Development, Support, Product Management, Client Services and Sales to address customer issues➢ Cross-selling and Upselling: Grow revenue by identifying clients that have the ability to add on/upsell products, then implement those products. Closed minimum 3 deals a month➢Implementation and Training: Introducing new functionalities and releases to the client. Responsible for implementing the upsold functionality by gathering the requirements and training the client by providing appropriate training videos, articles and presentations ➢ Documentation and Reporting: Responsible for documenting new project timelines, milestones and opportunities in the sales pipeline

Toronto, Ontario, Canada

➢ Customer Relationship Management: Building and maintaining profitable relationships with key customers. Expanding the customer base by upselling and cross-selling. Understanding key customer needs by addressing them in a timely manner ➢ Subject Matter Expertise: Possess a profound understanding of the software and services offered by S&P Data. Leverage unique expertise in resolving issues and making recommendations to the client. Operate in tandem with Team Leads and Operations Leadership to create a culture of team efficiency and drive agent productivity➢ Customer Success and Retention: Managing churn clues, customers cancelling the accounts, and evaluating the root cause to improve customer experience and increase customer retention.➢ Escalation Management: Led the escalated calls from customers and internal transfer from other departments to resolve customer inquiries and complaints in a timely and empathetic manner

Gurugram, Haryana, India

➢ Project Deployment/Portfolio Management: Accountable for delivering multiple concurrent projects and managing the entire lifecycle from onboarding to go-live. Create reports to track product usage for ongoing projects➢ Documentation and Reporting: Identity, assess, and document client requirements whilst leading weekly meetings to set expectations, and share project status, and timelines. Conducting post-completion meetings to analyze the success of the project➢ Stakeholder and Resource Management: Managing project stakeholders and setting task prioritization while resolving resource conflicts. Ensuring milestones and project objectives are delivered on time and within the committed budget➢ Escalation/Issue Management: Create risk mitigation plans and escalate risks to all stakeholders as per the risk register. Driving issue management and supporting the team in resolving technical and non-technical project issues➢ Customer Success and Retention: Successfully collaborate with cross-functional teams (Sales, Account Management, Product development) to design solutions, increase customer retention and promote expansion opportunities➢ CSAT Enhancement: Ensured that the Net promoter scores were above 75% and customer satisfaction scores were above 95% whilst ensuring 95% quality scores

India

Manage client interactions and help them troubleshoot technical problems while ensuring 90% plus customer satisfaction score. Maintain flexibility in work schedule to embrace and drive change. Build rapport with the customer to create positive and lasting relationships. In a collaborative effort with leadership, identify sales opportunities to meet the annual target (GBP 25,000) and process improvement. Organizational metrics also included customer satisfaction score, first response time, average handle time, and first contact resolution.

Post Graduation, Project Management

Bachelor Of Business Administration - Bba, Healthcare Management