Pooja Laroia
Director of Customer Success @More Health Inc
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WORK HISTORY
Director of Customer Success @More Health Inc
Houston, TX, US
Communicating with clients to understand their needs, articulating product value and building relationships with clients based on trust and respect. Acting as a liaison between the client, physician and the firm by collaborating with internal operation departments to facilitate client need fulfillment and 100% client satisfaction. Operating as client advocate with a focus on improving the overall customer experience and resolving any emerging issues early and preventing additional issues by identifying and remediating root causes. Key Responsibilities:Drive true value for customers- Develop trusted relationships with decision makers with each assigned customer and serve as the lead point of contact- Understand each customer’s strategic goals and advertising tactics to make strategicand tactical recommendations- Gather valuable feedback from clients for continual improvements- Maintain expertise on industry trends/practices and competitive landscape- Play a critical communications role by regularly interacting with customers to clearly and succinctly communicate insights.Lead cross-functionally to drive customer success- Work with internal teams to balance, meet and exceed customer expectations and perceptions- Oversee the customer onboarding process and monthly data collection for assigned customers- Understand various post-sale adoption methods and devise ways to measure and improve to ensure the customer onboarding and handoff experience is world-class-Drive alignment for customer renewals and expansion- Partner with Sales to develop a plan for customer success and expansion for each customer to achieve growth goals- Identify up-sell and product extension sales opportunities and communicate anypotential risks that would threaten renewal.Establishing & Maintaining contractual relationships with hospital partnerships and international partners.
EDUCATION
University of Houston-Victoria
Global MBA, International Business
Nassau Community College
Associate of Science - AS, Medical Radiation Science/Oncology- Radiation Therapist
Manhattan College
Bachelor of Science - BS, Heathcare law and administration
ABOUT POOJA LAROIA
Goal–oriented Customer Success professional focused on connecting US based Physicians with patients and their Primary Care Physicians globally to provide the best treatment options. Previously, a health care practitioner with demonstrated expertise in leading, planning, teaching, managing and treating patients as a Licensed Expert Radiation Therapist with over 10+ years of hands-on clinical experience providing excellent patient care. Focused on teaching new hires, residents and students within Radiation Oncology departments. Through the arc of my career, I\'ve been accountable for operations, business development as well as patient advocacy by employing strong interpersonal and leadership skills to help therapists and students learn and grow while creating trustful relationships with Patients, Physicians, Nurses, Dosimetrists, Physicists and Students. As Director of Customer Success, a liaison between our global clients who include Brokers, Insurance companies, Employers, US Academic Institutions, Members, Physicians and MORE Health’s internal Operations team to place the patient at the center of the process and ensure the best second medical opinion. Provide a seamless, personal onboarding and launch experience for new customers, while streamlining processes and maintaining a successful low-touch customer success model. Establishing and managing US & international partnerships with US Academic Medical Centers, International Partners, and clients.
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