Medha Parekh
Canadian Citizen
Summary
Results-driven Client Management Professional with 14 years of experience in fostering robust customer relationships and enhancing retention through effective training and onboarding programs. Demonstrated expertise in data analysis and strategic planning, successfully increasing overall Customer Satisfaction Scores. Adept at identifying opportunities for improvement and driving initiatives that align with organizational goals. Committed to leveraging skills to achieve exceptional customer experiences.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Program Manager/ Customer Success Manager
IBM, Canada
08.2024 - Current
- Developed customized success strategies tailored to individual client needs.
- Facilitated customer business reviews to assess performance and enhance relationships.
- Drove engagement initiatives, leading to a 115% net revenue retention in 2024.
- Assisted clients in becoming product experts, driving a 20% increase in customer adoption in 2024.
- Designed and implemented a program framework that reduced project delays by 15%, enhancing overall efficiency.
- Oversaw the migration and upgrade to a new IT platform, managing planning, execution, and integration.
Consultant/ Enterprise Customer Success Manager
Higher Logic, Canada
03.2022 - 07.2024
- Formulated tailored client success plans, conducted customer business reviews, and steered engagement, resulting in a remarkable 113% Net Revenue Retention in 2023
- Guided clients to become product experts by being their trusted advisor, resulting in a 30% increase in customer adoption in 2023.
- Crafted joint impact plans for key accounts, resulting in a 20% increase in account growth from successful upselling.
- Revamped onboarding process, slashing implementation time by 10%, and driving up client satisfaction.
- Delivered impactful training sessions, and shared product roadmaps and new features consistently, resulting in a 20% boost in customer satisfaction in 2023.
- Creating user guides and workflow documentation to facilitate self-service learning.
- Collaborating with multiple cross-functional teams to resolve customer issues that are complex in nature.
- Directed strategy meetings to drive optimized solutions and set ambitious targets, resulting in a 30% increase in product adoption and usage.
- Managed client feedback processes, leading to improved product satisfaction, informed enhancements, and increased client loyalty.
Senior Account Services Specialist
Equifax, Canada
11.2020 - 02.2022
- Onboarded corporate customers and validated the documents required for implementation.
- Handled queries within the SLA.
- Trained internal employees on the usage of the submission platform.
Business Process And Operations Analyst
Wholesome Habits Pvt Ltd, India
02.2019 - 06.2020
- Analyzed the performance of various platforms on which products were sold, and suggested changes, leading to an increase in sales by 10%.
- Built various reports to track and understand the overall sales-to-expense ratio.
- Identified expansion opportunities and collaborated with cross-functional teams to successfully launch new products, leading to a 30% increase in sales in 2019.
- Increased 50% positive feedback by identifying lapses in customer service processes
- Built standard operating procedures (SOPs) and streamlined the enterprise resource planning (ERP) system, leading to an increase in efficiency of 20%.
Client Success Manager
Citibank N.A, India
06.2014 - 07.2018
- Managed a portfolio of high-value enterprise customers as their primary contact.
- Streamlined onboarding procedures for corporate clients, leading to a 10% reduction in onboarding time, and improved client engagement.
- Analyzed customer data to improve customer experience by 20%.
- Conducted regular client meetings, leading to a 20% increase in customer retention and satisfaction with our services.
- Coordinated with various departments to meet client needs promptly, leading to an improvement in customer loyalty and business growth.
- Developed tailored training modules for customers and employees. Streamlined operations and improved the overall user experience.
- Upsold new products to clients after analyzing their needs, leading to a 10% increase in revenue.
Business Development Manager
Intelle Grow Finance Pvt Ltd, India
04.2012 - 03.2014
Financial Advisor
Prescient Financial Solutions, India
06.2008 - 05.2010
Education
MBA - Finance
ICFAI Business School
03.2012
Bachelors - Accounting And Finance
Mumbai University
05.2008
Skills
- Customer Success
- Analytical skills
- Training
- Data analysis
- Onboarding
- Presentation
- Problem Solving
- Process Improvement
- Project Management
- Teamwork
- Time Management
- Microsoft Applications
Certification
Certified Scrum Product Owner, 09/01/23 - 09/01/25
Timeline
Program Manager/ Customer Success Manager
IBM, Canada
08.2024 - Current
Consultant/ Enterprise Customer Success Manager
Higher Logic, Canada
03.2022 - 07.2024
Senior Account Services Specialist
Equifax, Canada
11.2020 - 02.2022
Business Process And Operations Analyst
Wholesome Habits Pvt Ltd, India
02.2019 - 06.2020
Client Success Manager
Citibank N.A, India
06.2014 - 07.2018
Business Development Manager
Intelle Grow Finance Pvt Ltd, India
04.2012 - 03.2014
Financial Advisor
Prescient Financial Solutions, India
06.2008 - 05.2010
MBA - Finance
ICFAI Business School
Bachelors - Accounting And Finance
Mumbai University
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