Tejash Mehta Email & Phone Number

Ahmedabad, Gujarat, India

The core responsibility of the Manager of Technical & Business Service Management revolves around the efficient oversight of operations for designated Team Leads and their respective business units. This role necessitates the cultivation of leadership talent from within the Team Leads, while simultaneously upholding client satisfaction and retention. Furthermore, the Manager of Technical and Business Service Management plays a pivotal role in ensuring that their designated Team Leads adhere to established Key Performance Indicators (KPIs) to empower clients in leveraging the full spectrum of eClinicalWorks' ecosystem, encompassing products, services, and incentive programs, thereby enabling them to effectively achieve their business objectives and requirements.The responsibility matrix can be broadly categorized as below:Business Unit Management>Operations>KPI and Performance Measures>Management of Client Services>Capacity Planning (TL)•Compliance, patient safety and regulatory certification•Strategic Initiatives•Human Resources >Continuous Improvement >Performance Measurement and Reviews >Other HR responsibilities

Ahmedabad Area, India

• Leading team of 12 Customer success managers ( Strategic account managers ) - USA Region ( Excluding West Coast )• Track growth / health of accounts on various parameters like usage , renewals , up selling or additional sales of suite of products • Minimizing client attrition via proactive approach • Escalation Management Coaching CSM’s for account management success by one on one meetings, regular feedback , sharing plan of action monitoring progress. Below are some of the areas I coach team members • Monitor the user engagement metrics and lead the account reviews, providing support at every touch point.• Develop a long-term partnerships with customers to ensure they remain successful by realizing the full value of their investment in our learning solutions.• Ensuring optimal utilization of product and contract renewal • Product Adoption followed by identify product expansion/up sell opportunities of eCW Ecosystem products• Responsible for maintaining a high level of client satisfaction by being a liaison between the customer and eCW delivery Support and product development teams. • Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars and blogs• Churn Management and Risk Mitigation by identify Renewal risk, and work with extended internal teams to create and execute plans by proactive calls, timely resolution of issues, concerns.• Process improvement and introducing automation in current processes• Experience in working closely with C-level / SVP-level executives

Ahmedabad, Gujarat, India

Handling post go live customers and managing a portfolio of around$100K monthly recurring revenueUp-selling products from eCW eco system to the customersMaintaining client satisfaction to near 100% throughout the tenureClient Retention and Chrun management Client On-boarding and customer profiling

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Ahmedabad Area, India

Large Enterprise Clients Operations TeamHandled Customer Support and the Outbound Sales team of the ClientMonitoring and taking Escalation Calls as a Supervisor of the floorInteracting with the Client’s Via Phone Calls in improvement of the ProcessConducting regular team meetings, training and individual performance meets to improve the stability of the process.Achieved 98.5% CSAT and reduced the Abandoned Call rate with maximizing the efforts.Actively participated in regular Team huddles, training, and process improvement.Preparation of Roaster’s, Weekly and Monthly reports on team achievementsParticipated in Team promotional activities and employee appraisals

Ahmedabad Area, India

I was customer Service Representative. My responsibilities were to manage calls from customers of Hutch ( now Vodafone Idea ). I used to manage Prepaid customers , Postpaid customers calls.Ensure client queries are answered on callManage escalations / concerns of clients and work with internal team to get them resolvedAchieve KPI targets in terms of SLA's and Call Quality Parameters.

Pgdbm, Hr,Marketing

PGDBM - Marketing

Strategic Management

Bba, Human Resources Management/Personnel Administration, General

BBA