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Ruchi P.

Client Engagement | Technology Professional Services | Program Management | Digital Transformation

San Francisco Bay Area

8+ years of work experience

Confidential
Apr 20233 yrs 7 mosPresent

Remote

• Advised digital health startups and clinical service providers on strategies for customer retention and operational efficiency. • Improved onboarding workflows for a telehealth company, achieving a 20% reduction in time to value.
Confidential
Apr 20233 yrs 7 mosPresent

Deliver customer-facing consulting engagements across 5+ SaaS and healthcare clients, leading CRM optimization, customer onboarding workflows, process improvements, and Agile project initiatives that improved customer operations and efficiency by 20–30%. Partner with cross-functional client stakeholders to identify business requirements, improve customer workflows, and align technology solutions with customer objectives. Manage cross-functional teams of 6–10 members across short-term client engagements, coordinating project priorities, deliverables, risks, and stakeholder communication to achieve 100% on-time milestone delivery. Supported customer adoption and operational enablement through workflow optimization, training, implementation support, and ongoing stakeholder engagement, contributing to 95%+ client satisfaction. Translate customer needs into actionable CRM and process improvements while coordinating delivery across business and technical stakeholders.
SAFe by Scaled Agile, Inc.
Nov 20211 yr 5 mosMar 2023

Remote

Managed a 40+ global ( US, APAC, Middle East) strategic enterprise accounts portfolio, achieving 80 %+ CSAT through strategic alignment. Led to the successful launch of a high-impact customized dashboard feature, driving a 15% increase in Net Promoter Score (NPS). Drove digital transformation initiatives, aligning product capabilities with client needs. Increased platform utilization by 30% through strategic alignment with business goals and user needs. Spearheaded Voice of the Customer (VoC) programs, directly influencing roadmap priorities.
eClinicalWorks
Jan 20192 yrs 6 mosJun 2021

Remote

Managed 80+ ambulatory care accounts, maintaining 80% plus retention, while advancing providers' engagement and clinical alignments. Collaborated with stakeholders, providers, clinical staff, and senior leadership (including C-suits, Directors, and VPs) to communicate value propositions, articulate ROI, and drive initiatives that resulted in a 15% increase in retention Led EHR optimization projects focused on clinical workflow enhancement and CMS compliance. Implemented structured feedback channels—including email, surveys, community forums, and reporting loops—to identify improvement areas and new feature opportunities, resulting in a 15% increase in provider satisfaction. Based on the feedback, conducted data analysis, and developed dashboards to support data-driven discussions with management and technical teams for feature prioritization Supported value-based care strategies by aligning internal teams with client care models.
County of San Mateo
Jan 201811 mosNov 2018

On-site

Directed Agile delivery for the ServiceNow platform to streamline IT service management. Implemented centralized asset mgmt across 10 cities, increased data accuracy by 30 %, and improved asset transparency, resulting in a 25 % reduction in operational overhead. Coached teams through agile adoption and facilitated sprint ceremonies across departments. Enhanced release planning and backlog grooming processes for faster deployment. Conducted training sessions for business analysts and developers. Facilitated training for 400 employees across multiple departments and the administrative team, enhancing 30% faster product adoption.
Jan 201811 mosNov 2018

Led Agile implementation of the ServiceNow platform, increasing sprint delivery efficiency by 30%, and reducing the project backlog by 25%. Managed cross-functional stakeholders throughout implementation, coordinating requirements, project priorities, risks, milestones, and delivery. Facilitated Agile ceremonies and coordinated successful platform go-live activities across departments. Trained 200+ employees on the ServiceNow platform, accelerating user adoption and improving operational efficiency. Partnered with business and technical stakeholders to align platform implementation with organizational requirements and user needs.

Ruchi’s AI Stack

claude
claude
gemini
gemini
meta
meta
ChatGPT
ChatGPT

Education

New York University

Master's Degree, Management & Systems

New York University

Institute of Management Studies (IMS), Devi Ahilya Vishwavidyalaya (DAVV)

Bachelor's and Master' s degree, Health/Health Care Administration/Management

Institute of Management Studies (IMS), Devi Ahilya Vishwavidyalaya (DAVV)

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Headline

Client Engagement | Technology Professional Services | Program Management | Digital Transformation

About

🌟 Strategic and data-driven Customer Success and Project Manager with 10 years of experience driving impactful results in SaaS, Healthcare sectors. Expertise in Agile project management, customer engagement strategies, and optimizing CRM tools to enhance operational efficiency. Committed to leveraging analytical skills and innovation to foster client success and streamline processes. Ready to take on new challenges that prioritize customer success and project excellence 🔑 Career Highlights: ✔Successfully managed portfolios of 40+ global customers, achieving a 90% CSAT score and boosting account renewals by 15% through proactive adoption strategies. ✔Developed customized Tableau dashboards, leading to a 30% improvement in account performance via actionable insights. ✔Championed Agile transformations and strategic project execution, ensuring timely delivery and exceeding performance metrics. 🎯 Areas of Expertise: ✔Relationship Management ✔Strategic Account Management ✔Data Analysis & Reporting (Tableau, PowerBI, SQL) ✔Process Improvement & Agile Methodologies ✔Cross-Functional Collaboration ✔CRM Tools (Salesforce, Gainsight, ServiceNow) 💼 Professional Experience: ✔ Senior Customer Success Manager(Scaled Agile): Delivered a 15% increase in account renewals by analyzing customer adoption data and implementing targeted mitigation strategies. ✔ Customer Success Manager (eClinicalWorks): Achieved a 98% retention rate by executing strategic account plans and optimizing customer onboarding. ✔ Scrum Master (San Mateo County): Spearheaded Agile transformations and ServiceNow implementations, enhancing project delivery timelines and client satisfaction. ✔ Project Manager (Metro Plus Health): Delivered the project under budget and within the timeline, saving $200k in projected costs while improving patient care and data accuracy 📈 Tools & Certifications: Tools: Salesforce, Gainsight, Jira, Tableau, AWS Cloud Certifications: Certified Scrum Master (CSM), Six Sigma, SAFe Agilist, AWS Cloud Practitioner, Gainsight Associate Admin 🌟 What I Bring: ✔A passion for transforming customer relationships into strategic partnerships ✔Proven ability to align cross-functional teams toward shared goals ✔A knack for solving complex challenges with data-driven solutions Feel free to connect with me at ruchiiparihar@gmail.com for opportunities in Customer Success and Project Management. I am excited to explore how my skills and experience can drive impactful results for your organization.

Location

San Francisco Bay Area

AI stack

claude

gemini

meta

ChatGPT

Work experience

Strategy Consultant at Confidential, Apr 2023 - Present · 3 yrs 7 mos, Remote, • Advised digital health startups and clinical service providers on strategies for customer retention and operational efficiency. • Improved onboarding workflows for a telehealth company, achieving a 20% reduction in time to value.

Customer Relations Manager at Confidential, Apr 2023 - Present · 3 yrs 7 mos, Deliver customer-facing consulting engagements across 5+ SaaS and healthcare clients, leading CRM optimization, customer onboarding workflows, process improvements, and Agile project initiatives that improved customer operations and efficiency by 20–30%. Partner with cross-functional client stakeholders to identify business requirements, improve customer workflows, and align technology solutions with customer objectives. Manage cross-functional teams of 6–10 members across short-term client engagements, coordinating project priorities, deliverables, risks, and stakeholder communication to achieve 100% on-time milestone delivery. Supported customer adoption and operational enablement through workflow optimization, training, implementation support, and ongoing stakeholder engagement, contributing to 95%+ client satisfaction. Translate customer needs into actionable CRM and process improvements while coordinating delivery across business and technical stakeholders.

Senior Customer Success Manager at SAFe by Scaled Agile, Inc., Nov 2021 - Mar 2023 · 1 yr 5 mos, Remote, Managed a 40+ global ( US, APAC, Middle East) strategic enterprise accounts portfolio, achieving 80 %+ CSAT through strategic alignment. Led to the successful launch of a high-impact customized dashboard feature, driving a 15% increase in Net Promoter Score (NPS). Drove digital transformation initiatives, aligning product capabilities with client needs. Increased platform utilization by 30% through strategic alignment with business goals and user needs. Spearheaded Voice of the Customer (VoC) programs, directly influencing roadmap priorities.

Sr Customer Success Manager at eClinicalWorks, Jan 2019 - Jun 2021 · 2 yrs 6 mos, Remote, Managed 80+ ambulatory care accounts, maintaining 80% plus retention, while advancing providers' engagement and clinical alignments. Collaborated with stakeholders, providers, clinical staff, and senior leadership (including C-suits, Directors, and VPs) to communicate value propositions, articulate ROI, and drive initiatives that resulted in a 15% increase in retention Led EHR optimization projects focused on clinical workflow enhancement and CMS compliance. Implemented structured feedback channels—including email, surveys, community forums, and reporting loops—to identify improvement areas and new feature opportunities, resulting in a 15% increase in provider satisfaction. Based on the feedback, conducted data analysis, and developed dashboards to support data-driven discussions with management and technical teams for feature prioritization Supported value-based care strategies by aligning internal teams with client care models.

Agile Project Manager at County of San Mateo, Jan 2018 - Nov 2018 · 11 mos, On-site, Directed Agile delivery for the ServiceNow platform to streamline IT service management. Implemented centralized asset mgmt across 10 cities, increased data accuracy by 30 %, and improved asset transparency, resulting in a 25 % reduction in operational overhead. Coached teams through agile adoption and facilitated sprint ceremonies across departments. Enhanced release planning and backlog grooming processes for faster deployment. Conducted training sessions for business analysts and developers. Facilitated training for 400 employees across multiple departments and the administrative team, enhancing 30% faster product adoption.

Project Manager at San Mateo County, Jan 2018 - Nov 2018 · 11 mos, Led Agile implementation of the ServiceNow platform, increasing sprint delivery efficiency by 30%, and reducing the project backlog by 25%. Managed cross-functional stakeholders throughout implementation, coordinating requirements, project priorities, risks, milestones, and delivery. Facilitated Agile ceremonies and coordinated successful platform go-live activities across departments. Trained 200+ employees on the ServiceNow platform, accelerating user adoption and improving operational efficiency. Partnered with business and technical stakeholders to align platform implementation with organizational requirements and user needs.

Education

Master's Degree, Management & Systems, New York University

Bachelor's and Master' s degree, Health/Health Care Administration/Management, Institute of Management Studies (IMS), Devi Ahilya Vishwavidyalaya (DAVV)