Sales Support Analyst

Women of Customer Success

Member

Women in Customer Success 

Founding Mentor

Veris Health

• Developed and executed a comprehensive success strategy to drive customer satisfaction, retention & growth
• Leveraged my expertise in technology to provide strategic insights and solutions that transform systems with an eye toward efficiency and scalability
• Defined the initial customer experience post-sales and drove the strategy & execution of launching Veris Health Cancer Care Platform at new customer accounts
• Established and maintained relationships with key stakeholders across customer organizations, serving as a trusted advisor
• Collaborated with the product & engineering teams to gather customer feedback, prioritizing feature requests & influencing product roadmap decisions
• Proactively identified opportunities to increase customer performance & utilization of the platform, ensuring maximum value realization for customers
• Monitored customer health metrics, identifying trends and implementing appropriate action plans to mitigate risks and drive customer success
• Collaborated with marketing to design clinician & patient facing educational materials
• Established a process of continuous improvement and refinement of existing tools and resources to align with the needs of the customer and commercial teams
• Spearheaded the roll out of Salesforce CRM for sales & support

Manager, Customer Success

Lucid Lane Inc.

• Managed Customer Experience team (21 employees) in a BPO contact center responsible for patient chart maintenance and scheduling
• Designed end-to-end customer onboarding experience and playbooks in first 30 days
• Partnered with the product team to develop an app-based Software as a Service (SaaS) platform
• Drove customer retention process improvements via cross-functional workflow mapping & persona journeys
• Collaborated with Commercial Sales & Marketing to launch first 10 contracted partnerships with renovated GTM strategy

Customer Experience Manager

Outset Medical, Inc.

• Trained a team of 4 and exceeded team & individual performance metrics
• Directly managed a portfolio of 100+ projects for hospitals, clinics, and health systems in all stages of implementation
• Efficiently coordinated clinical support resource plans and medical equipment logistics for hemodialysis programs
• Identified KPIs for business intelligence reporting within Salesforce CRM and presented executive level reports
• Developed Customer Health Scoring in partnership with Technical Support, Engineering & Sales leaders
• Implemented new onboarding playbooks and developed additional customer-facing materials in partnership with Marketing

Customer Success Implementation Manager

• Built a cross-functional end-to-end implementation process from personal idea to successful business outcome
• Assisted the sales team during an unprecedented 5,000% revenue growth period (2018-2021)
• Spearheaded the development of a Customer Success team becoming primary contact for customer onboarding
• Expanded large IDN partnerships (HCA & CHS) with National Sales Director quarter over quarter across 96 locations
• Developed the early blueprint and adoption of the first hemodialysis home patient implementations
• Mapped the customer journey and reduced multiple onboarding touches
• Sought out opportunities to improve training, go-live support and related customer experiences

Customer Experience Implementation Specialist

• Spearheaded the expansion of the contact center from a team of 1 to a team of 9 with 100% employee retention
• Transitioned to 24/7 internal/external contact center support averaging 150-200 troubleshooting calls per day
• Personally created the end-to-end customer journey from installation to account maintenance
• Identified and surfaced customer trends by collaborating with engineering and quality teams
• Led the creation of SOPs & escalation policies for order processing, RMAs & quality control documentation
• Implemented cross-functional workflows in Salesforce and led the testing and training of new processes
• Partnered with the product team to introduce new features on the device (Tablo) & the Patient Portal and led software update training

Customer Experience Specialist

eInformatics

•	Partnered with project & field managers to kick off and implement new partnerships/projects
•	Drafted scope of work (SOW) documents
•	Main point of contact for entire portfolio of accounts
•	Managed business reviews and account data analysis for approx. 100 customers

Customer Success Coordinator

•	Managed a team of 3
•	Processed claims & posted a high volume of payments
•	Reviewed and edited claim denials, CPT updates and fee schedules via SQL queries
•	Performed month-end billing sequences

Billing Specialist

Nexeo Solutions

• Managed commodity pricing for 200+ products across the east coast & central regions by updating contract pricing and baseline pricing through SAP
• Partnered with Product Line Managers to forecast large raw plastic material orders and managed inter-modal communication for boat/railcar deliveries
• Developed training materials and trained the Pricing team on new updates

Pricing Coordinator

• Supported 3-5 regional inside sales leaders by building long-standing customer relationships and exceeded up-sells/renewal quotas
• Processed purchase orders via phone, fax, and email for raw plastic materials (approx. 80-100 customer contacts per day)
• Created new accounts through a Master Data process and managed 75 accounts within SAP and Salesforce
• Partnered with purchasing, inventory control coordinators and plant managers to ensure smooth deliveries by scheduling LTL and full truckload logistics with on-site special pickups and in-house truck drivers

Customer Solutions Representative

Customer Success & Operations leader in Healthcare best known for change management, leadership, and scaling teams & processes as companies grow. Experienced in D2C, B2B & B2B2C organizations. Main areas of focus include the following: 

• Customer Onboarding
• Customer Success
• Contact Center Management
• Revenue Operations
• Project Management
• Account Management
• Training & Customer Education 
• Operations & Enablement

A big picture thinker with the ability to zoom in and re-focus when necessary to shift priorities. Strives to bring more efficiency in daily operations to reduce friction in workflows that impact internal teams as well as clinician and patient experiences.

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