Customer Success | Customer Support | SaaS | CLM | AIML | ITIL | Prince 2
12 Years of Experience
Pune, Maharashtra, India
77093*****
40
32
45 Days
Client Success Manager with over 11.5 years of experience in Client success & Customer support for US, UK, Canada, and APAC clients in Contract Management, Healthcare, and Telecom domain. Well-versed in high-pressure, deadline-driven, and target-focused environments. Possess strong analytical and logical reasoning skills. Proven abilities in team management and customer relationship management.
Icertis, SaaS/Cloud Product, Computer Software
Freshworks
Allscripts India
Icertis, Freshworks, Allscripts India, Allscripts India, Allscripts India, Tech Mahindra, Tech Mahindra, Tech Mahindra
Job Title : Client Success Manager
Company name : Icertis
Period : January 2022 - Present
Summary : • Frontline for engaging with our top customers to meet their Icertis adoption goals and business outcomes.
• Proactively engage directly with our customers to define outcome success metrics, identify value opportunities, drive adoption and value realization to meet and exceed desired business outcomes for both our customers and Icertis.
• Responsible for partnering across Icertis to advocate on behalf of our customers to drive solution adoptability, churn reduction, customer reference-ability, and NPS while driving executive alignment within our customers to understand and/or define program goals, challenges, to drive accountability and maximum value realization.
Job Title : Customer Support Team Lead
Company name : Freshworks
Period : October 2021 - January 2022
Location : Chennai, Tamil Nadu, India
Job Title : Expert Technical Support Consultant
Company name : Allscripts India
Period : January 2020 - October 2021
Summary : • Appointed as Team Lead by Directors, for newly formed support team for a
recently acquired product, Bossnet
• Set up and streamlined the support processes for the team with clients,
development, and implementation team
• Preparing and maintaining the Master Shift Roster, Annual On-call Calendar, task
distribution
• Problem Manager of the team for defect monitoring, problem record creation and
review, as well as quality improvements in defects and knowledge bases, logged
by others(Problem Management)
• Created and managing an up-to-date knowledge base with documentation for
both customers and internal team, to increase product knowledge, reduce
troubleshooting time and drive faster resolution(Knowledge Management)
• Have status review calls with clients and CSM/AOEs to review current case
status and prioritize issues and requests
• Handle escalations, critical cases, and major incidents(Incident Management)
• Help team members 1:1 with day to day action plan, troubleshooting, backlog
reduction to deliver better customer service
• Helped reduce the overall team case backlog by 60%, 2019 backlog by 90%.
• Increased FDR(First day resolution)to 45% & 3DR(Third day resolution) to 60%
• Identified potential revenue-generating opportunities and worked with
management team to realize these opportunities
• Received multiple ‘Employee of the Month’ awards
Location : Pune Area, India
Job Title : Senior Technical Support Consultant
Company name : Allscripts India
Period : April 2018 - January 2020
Summary : • Formed and managed a support team for Sunrise mobile through hiring, training,
mentoring, evaluation, and feedback
• Accountable and point of contact for every stakeholder(inside and outside
Allscripts) for Sunrise Mobile support
• Worked closely internal teams including Product Development, Engineering,
Hosting, and other teams for resolution of customer issues and problems
• Identified the system improvement opportunities based on tracking repetitive
product support requests and issues
• Developed excellent relationship with clients, internal teams, CSM/AOEs and
management leading to faster turnaround time and greater customer
satisfaction
• Continued to maintain highest case count, CSAT scores in a team of 30 while
working on Sunrise Core, Sunrise Mobile, and learning Sunrise Clinical
Documentation
• Was DB certified within Allscripts: Authorized to perform DB updates independently. Accountable to train and supervise teammates to perform DB updates(Change management)
• Travelled to New York City, USA for a new client activation/onboarding, to train and provide end-user support on Sunrise Clinical Manager. Worked directly with Nurses, Doctors, Unit Secretaries, Hospital IT, and the Admin team in helping them learn and transition to the new software from their previous software.
Location : Pune Area, India
Job Title : Technical Support Consultant
Company name : Allscripts India
Period : July 2016 - March 2018
Summary : • Interact with clients across the US, UK, Canada, and APAC region daily to help resolve complex application issues on Sunrise Core
• Remotely accessed client servers via Securelink to troubleshoot issues by reviewing services, system configurations/setup, product functionality
• Became SME(Subject Matter expert) for multiple modules of the vast application(Sunrise Core)
• Trained and assisted other teammates on cases on these modules as well as other modules
• Resolved the highest number of critical and high priority cases raised by clients
• Was allocated as the primary point of contact for hot sites(most important clients)
• Maintained highest CSAT scores and high-level customer satisfaction
• Took ownership of the budding mobile version of the application (Sunrise Mobile)
Location : Pune Area, India
Job Title : Application Support Team Lead
Company name : Tech Mahindra
Period : May 2015 - June 2016
Summary : • Worked onsite at client office in UK as their point of contact and lead to the offshore support team
• Handled escalations and critical requests from the clients
• Coordinated with development and testing teams for various developments on the application
• Prepared and maintained release calendar to share with all the stakeholders
• Maintained MaGnet Application through release and deployment activities (Configuration Management)
• Conducted user forums with client on monthly basis to discuss to review resolved and current ticket backlog
• Prepared technical review presentation on quarterly basis to be presented to higher management at client side
• Trained and groomed offshore team on the product, processes and effective work management
• Set new KPIs and devised ways for the team to achieve them; Reduced the ticket backlog by 20% and the MTTR(Mean-Time-To-Resolution) by 40%
• Shared weekly team progress reports along with any bottlenecks, with higher management
• Designated manager to new team members: managed their training, work assignm
Title : Microsoft Certified: Azure Fundamentals AZ-900
Period : September 2021 - Present
Summary : credly.com, https://www.credly.com/badges/cdfd453a-2332-427b-921e-da1a93fd2a38?source=linked_in_profile
Issuing Authority : Microsoft
Title : Cultivating Cultural Competence and Inclusion
Period : July 2021 - Present
Summary : linkedin.com, https://www.linkedin.com/learning/certificates/dcf045e532876f430b7fabbbe26a9214588b7ffc0cf23aed86d836ed45ff3ba1?trk=backfilled_certificate
Issuing Authority : LinkedIn
Title : Diversity, Inclusion, and Belonging
Period : July 2021 - Present
Summary : linkedin.com, https://www.linkedin.com/learning/certificates/0dc7714a2fe2eb9999d9f080ef342be5b574dfd4501434f4e0b5a7b092d78393?trk=backfilled_certificate
Issuing Authority : LinkedIn
Title : ITIL Intermediate Service Operations
Period : June 2021 - Present
Issuing Authority : AXELOS Global Best Practice
Title : PMP® Certification Training Course
Period : February 2021 - Present
Issuing Authority : Project Management Institute
Title : Agile Scrum Master
Period : December 2020 - Present
Issuing Authority : EXIN
Title : PRINCE2® Foundation Certificate in Project Management
Period : December 2020 - Present
Issuing Authority : AXELOS Global Best Practice
Title : ITIL® Foundation Certificate in IT Service Management
Period : July 2019 - Present
Issuing Authority : AXELOS Global Best Practice
Title : PRINCE2® Practitioner Certificate in Project Management
Period : December 2020 - December 2023
Issuing Authority : AXELOS Global Best Practice
English , Hindi , Marathi
Award : Client Recognition for Exceptional Service
Issuer : Client
Date : 9 2021
Summary : Client(Claire from BHS) Email: I just wanted to give a shout-out to the great work that Pranoti did over the course of yesterday afternoon and last night. She was great to work with and communicated not only through the ticket but arranged meetings and called us on the phone to clarify and discuss issues and plans for resolving the identified issues. She is an asset to your team. Please forward our thanks to her for her excellent work
Award : Employee of the month
Issuer : Allscripts
Date : 5 2021
Summary : Pranoti took the lead and efficiently handled few escalated cases in the month and moved them to resolution. She also made sure her regular case work was not affected during this period and also provided assistance to team members on few of the critical cases that were logged in the month. She had good closure and intake numbers along with Response 100% and excellent communicated not breached %. Thank You Pranoti !!!
Award : Employee of the month
Issuer : Allscripts
Date : 2 2021
Summary : Pranoti had the highest intakes in February and also had the highest closures in the month. She also maintained good 3DR and 10DR numbers. She also was part of the group tasked to review aged backlog which was done along with her routine work. Thank You Pranoti !!!
Award : Employee of the Month
Issuer : Allscripts
Date : 10 2020
Summary : Pranoti has the highest closure numbers in October while taking the second highest number of cases. This helped reduce the overall team backlog while maintaining a good FDR% and 3DR%. She also provided a couple of refresher/KT training which reduced the knowledge gap and improved overall performance. Thank you, Pranoti!
Award : Employee of the month
Issuer : Allscripts
Date : 9 2020
Summary : Pranoti is the star of the month for the Bossnet support team as she had the highest FDR, 3DR and 10DR numbers, along with highest incoming. She has always been available to assist the team members whenever they required assistance in providing service to our customer. Thank you, Pranoti!
Award : Employee of the Month
Issuer : Allscripts
Date : 4 2020
Summary : Pranoti has proven how valuable asset she is to this newly formed BOSSnet Support Team by delivering high quality work. She had a Perfect FIVE VOC score in the month of April. She was among the top case closures along with sharing her knowledge with the team by creating maximum number of KBAs. She also was able to independently resolve Critical Cases on multiple occasions
Award : Peer appreciation award
Issuer : Developer at Allscripts
Date : 5 2018
Summary : Pranoti has been very helpful with all the client cases. Apart from helping us with the client cases, she has provided us all the information we need from client's environment. We had a time restriction to release for Northwell and Pranoti was very helpful. I appreciate her efforts.
Award : Employee of the Month
Issuer : Allscripts
Date : 3 2018
Summary : Pranoti worked on critical cases along with resolving a good chunk of cases on the first day. Appreciate all her hard work and dedication in helping our clients. Your diligence, self-motivation as well as dedication have been a source of inspiration for the rest of the team.
Award : Employee of the Month
Issuer : Allscripts
Date : 7 2017
Summary : Pranoti has worked on multiple critical and go-live cases last month and has helped the clients resolve the issue well in time. Her overall VOC score was perfect 5.
Award : Spotlight Award
Issuer : Colleague at Allscripts
Date : 4 2017
Summary : The reason you were nominated.
Pranoti has a good knowledge of Mobility application and she is always ready to help. I was in MLM training and one of my client needed an update on 2 mobility cases. I requested her to help me and she took both cases and worked on them. Thanks Pranoti.How did you impact in a positive way?
I was able to concentrate on my training because Pranoti took over cases which need immediate attention.
Award : Employee of the Month
Issuer : Allscripts
Date : 1 2017
Summary : Pranoti did a great job of learning Worklist Manager & Mobility modules and working cases in a very short span of time. She has been keeping her clients updated, which is reflected by her breach of 88%, First day resolution of 67% and VOC of 5.
Award : Spot award
Issuer : Allscripts
Date : 10 2016
Summary : Well done Pranoti and congrats on your first Hi-5.
Looking forward to many more.
Award : Bravo Award
Issuer : Tech Mahindra
Date : 3 2015
Summary : Pranoti has been doing really well with managing L2 support for Network Planning and Build tool - Magnet.
Her 'Accepting No Limits' and 'Can do' attitude helps achieving great customer satisfaction.
She is very proactive in providing solutions/workaround which helps improve customer experience.
With her hard work and dedication, network planners and man on site team are able to rollout the network changes seamlessly and on time which has been appreciated by the users.
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