Kapil Wadhwani

Reduced Time-to-Revenue by 50% by streamlining therapist onboarding workflows and aligning implementation with operational readiness. Delivered a 98% CSAT Score from newly onboarded high-value clients by providing personalized, solution-oriented support. Developed and Executed Standardized SOPs across multi-state operations to ensure compliance, scalability, and consistent client delivery. Lead QBRs and MBRs for key accounts, consulting on upcoming feature roadmaps and presenting ROI metrics to ensure long-term value realization. Collaborated Cross-Functionally with Compliance, Sales, and Product teams to translate customer feedback into actionable product enhancements.

Spearheaded Onboarding and Training Programs for Sales and CS teams, ensuring consistent product adoption and customer readiness. Partnered with Product and Sales to translate complex features into customer-centric use cases, improving implementation success. Managed Client Advocacy Initiatives, utilizing success stories and customer references to strengthen engagement and retention. Supported GTM Readiness for new software releases, ensuring seamless internal enablement and customer rollout. Automated the Client Referral Program and developed a library of high-impact sales content, directly increasing the team's efficiency in leveraging existing relationships for growth. Spearheaded Competitive Intelligence Initiatives by delivering weekly technical audits of competitor feature launches, translating market shifts into strategic battlecards and "pushback" talk tracks that equipped the sales team to neutralize competitor advantages and handle objections effectively.

Owned End-to-End Client Lifecycle, including implementation, adoption, and ROI realization to drive retention. Expanded 20+ High-Value Accounts, exceeding $100K in additional annual contract value (ACV) through proactive upsell initiatives. Improved Client Retention by 15% by implementing proactive health monitoring and value-driven engagement strategies.

Acted as Primary Liaison for major U.S.-based medical practices, ensuring smooth communication and timely resolution of technical requests. Managed Daily Operations for a team of clinicians, ensuring accurate processing of clinical work and high client satisfaction.

Managed 4070 High-Volume Cases Daily, maintaining 9599% SLA adherence in a fast-paced environment. Successfully De-escalated Sensitive Cases, restoring customer trust and maintaining a 9096% CSAT score.