ASHA PULIKKAL
Toronto,ON
Summary
Motivated and passionate success leader with a decade of experience in the Information Technology industry; providing cross-engagement oversight, resource orchestration, and blocker escalation in close collaboration with key account team and business partners driving customer success.
Overview
10
10
years of professional experience
5
5
Certificates
Work History
Manager, Customer Success
Martello Technologies
Toronto
10.2020 - Current
- Customer-facing, strategic consulting role responsible for the portfolio management of $2M revenue.
- Oversee product deliveries and build strong customer relationships targeting business priorities and customers’ successful cloud adoption and productive use of Martello solution.
- Partner with key customer stakeholders and internal account team to focus on and plan customer engagements and programs across cloud and on-premise workloads.
- Ensure the customer is current on technology and ready to move to cloud, enabling cloud adoption and optimizing Martello to track their Microsoft monitoring needs.
- Design success playbooks, and performance metrics, elevating team productivity by 40%.
- Host business reviews, product roadmaps, and training to drive client value realization, improving the adoption rate by 30%.
- Develop success plans to target outcomes specific to customer needs and industry standards.
- Launch customer first initiative to streamline their feedback, improving satisfaction rate by +20 points.
- Generate additional revenue streams partnering with Microsoft, generating $1M in the pipeline.
- Track, escalate, and plan for remediation of roadblocks and share feedback to improve the product.
Regional Sales Manager
Interfaceware
Toronto, ON
04.2019 - 08.2020
- Oversaw direct sales and business development functions for NAMER, including new product rollouts, key account management, customer relationship development, contract negotiations, and delivery.
- Achieved 15% of total sales goals in FY17-18 by cultivating and securing new customer relationships.
- Coached sales associates in consultative selling techniques, increasing customer satisfaction by 20%.
- Build Salesforce dashboards for visibility into customer health, performance, and activities.
- Developed SWOT analysis and executed targeted sales strategies to generate $1M in pipeline.
- Managed a team of 3 sales engineers.
Global Account Leader
eClinicalWorks
Manhattan, New York
11.2015 - 12.2018
- Managed a team of four customer success associates; representing a territory exceeding $8M revenue.
- Act as a point of escalation, responsible for reporting HIPAA complaints to the HIPAA high-tech team.
- Develop and manage projects for upgrading EHR/PM, companion products, and integration solutions.
- Manage move to cloud projects, interoperability, product deployment, revenue cycle management, and post-go-live data migration using strategic project management approach.
- Accolade for dedication to customer experience in FY15-16.
- Promoted to Director role before departure.
Customer Success Account Manager
eClinicalWorks
Pleasanton, California
11.2013 - 10.2015
- Act as a trusted advisor for 80 accounts, responsible for managing their customer life cycle.
- Understood client's needs and performed SWOT analysis to identify potential risks, assess impacts, and recommend solutions using the eClinicalWorks suite of information technology, reducing 23% churn.
- Analyzed product utilization and recommended solutions to improve clients’ workflows, improving cloud adoption by 70% customer base.
- Accolade for 98% average customer satisfaction over three years and highest references in FY14-15.
Engagement Manager
eClinicalWorks
Boston, Massachusetts
10.2011 - 10.2013
- Customer-facing, hybrid role dedicated to improving product consumption and value-based incentives.
- Assisted customers with product-related queries and ensured customers are satisfied with the resolution.
- Achieved the target of 110% via routine communication, check-ins, and onsite meetings to improve adoption.
Education
Bachelor of Technology - Instrumentation and Control Engineering
Nirma University
Ahmedabad, IndiaMaster of Science - Biomedical Engineering
New Jersey Institute of Technology
New Jersey, USASkills
- Customer Success and Account Management
- Strategic Planning
- Digital Transformation
- Program Management
- Service Management
- Sales (Hubspot, Pipedrive, Salesforce)
- Cloud Technologies (Microsoft 365, Azure)
- Collaboration (Confluence, Jira)
- Success (Gainsight, Churn Zero, Catalyst)
- Support (Zendesk, Help Scout, Intercom)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Manager, Customer Success
Martello Technologies
10.2020 - Current
Regional Sales Manager
Interfaceware
04.2019 - 08.2020
Global Account Leader
eClinicalWorks
11.2015 - 12.2018
Customer Success Account Manager
eClinicalWorks
11.2013 - 10.2015
Engagement Manager
eClinicalWorks
10.2011 - 10.2013
Bachelor of Technology - Instrumentation and Control Engineering
Nirma University
Master of Science - Biomedical Engineering
New Jersey Institute of Technology