PointClickCare

Director, Customer Success

• Led and elevated team of eight (8) CSMs and Training/Education Consultants
• Built culture from the front with hands-on, servant leadership approach while encouraging positive energy and passion
• Executed clear strategy for best-in-class customer experience while expanding the ability to deliver value to our clients by implementing new, and forward thinking solutions
• Evaluated and leveraged existing strategy, team infrastructure, and operational metrics, and implemented necessary adjustments needed to increase renewal rates, drive product adoption, and increase customer satisfaction
• Partnered with cross-functional teams to provide a seamless end-to-end process, drive adoption, and ensure satisfaction and expand use of solutions across customers of all sizes and complexity 
• Created, nurtured, and highlighted client promoters through NPS and direct VOC feedback loop
• Promoted open communication and transparency across teams
• Mentored and coached team and peers
• Drove best practices within team and client deliverables; customer-first mindset
• Partnered with leaders across all functional areas to provide VOC, develop and groom product roadmaps, and determine prioritization of tasks and potential enhancements
• Implemented monthly Voice of the Market meetings to review and analyze customer feedback
• Designed Change Management framework and processes
• 2020 Women Of Watson Health Newcomer Runner-Up

Senior Leader, Micromedex Client Experience

Leader, Micromedex Client Experience

• Developed and delivered education and training on IBM analytic methods and various provider offerings (Provider Analytics, Financial & Operational Improvement, CRM, Clinical Benchmarking)
• Cultivated and maintained client relationships
• Utilized clients' strategic initiatives to streamline processes, drive adoption, and ensure maximum value from subscriptions
• Successfully rolled out Net Promoter Score (NPS) across all Watson Health Provider offerings and trained all internal users on CLF (closed-loop feedback) and the value of clients' verbatim to drive product enhancements, education and training, and overall adoption and offering success. 
• Mentored and coached peers
• Identified and implemented best practices within team and client deliverables

Senior Client Success Manager, Provider

Truven Health Analytics®, part of the IBM Watson Health™ business

At Truven Health Analytics we apply a comprehensive approach to your needs, combining in-depth analytics, prospect data, consumer behavior and advanced segmentation to turn your data into actionable insights and knowledge, driving increased patient engagement and ROI. 

• Exercised marketing, healthcare, and analytic expertise to drive positive ROI and patient engagement across clients 
• Supported organizational business strategies
• Fostered a strong, positive team culture centered around inclusion and collaboration with cross-functional teams
• Identified and interviewed candidates for open positions
• Mentored and coached new and existing employees
• Identified and implemented best practices within team and client deliverables
• Partnered with product management and development resources to determine prioritization of tasks and potential enhancements
• Supported RFP processes and proposals
• 2014 Top Client Experience Professional - Patient and Consumer Engagement

Senior Client Services Manager, Value Based Care

Consulted with clients to identify marketing goals and anticipated return on investment, and analyzed client data to determine target market, results and recommend program improvements. 
•	Scoped, managed and delivered customer profiling, ROI reporting, and service line performance projects for domestic hospital systems. 
•	Collaborated as a strategic partner with clients to ensure each client received the most value from Truven’s services and largest return on marketing initiatives.  
•	Interpreted and analyzed client data, compiled Data Quality Reports (DQRs), and investigated data submission issues
•	Provided client / team feedback on products and potential enhancements to appropriate leaders
•	Coordinated with analytic team to ensure SLAs are met for all client deliverables

Client Services Manager, Marketing Solutions

Shared Marketing Services, Inc.

Directed full life cycle project management and product implementations to company's full-suite clients. Consulted with new prospects and existing clients to understand needs, craft relevant proposals and requirements documents, and coordinate implementation of off-the-shelf, as well as customized solutions. Consulted with clients and prospects to identify sales goals and KPIs to be delivered, and reporting / analysis of sales and other corporate / channel data to analyze results and recommend program improvements. 

•	Directed solutions-driven proposals.
•	Developed and implemented client-specific education tools, including Sarbanes-Oxley compliance.
•	Coordinated the implementation of new program/product launches with creative, development and production staff, including assignment of tasks and adjustment of project plans where needed due to changes in scope and workflow.  
•	Coordinated with clients to identify product/service needs and managed the the team responsible for deployment and support.

VP, Client Services

- Worked directly with clients to identify product/service needs and directly managed the team responsible for deployment and support.
- Recipient of Outstanding Employee Award (2006, 2007)

Account Manager

- Worked directly with clients and their retailers/wholesalers/distributors to support project/program needs and ensured all SOW/SLA responsibilities were met. 
- Recipient of annual President’s Award (“Employee of Year” – 2005)

Account Executive

Worked directly with clients’ retail/wholesale/distributor locations to provide front-line customer service and ensure all claims and correspondence were processed within contracted turnaround times.

Client Service Representative

Experienced and resourceful leader with proven success at people, client, and project management for Healthcare (Provider, Clinical Decision Support, Analytic Methodologies, Financial & Operational Improvement), CRM, SaaS offerings, and Trade-Fund management products/services provided to both clients and vendor partners. Extensive experience with analytics, SQL, ROI, market segmentation, executive management, channel marketing, requirements gathering, project/proposal writing, and partnering with clients to cultivate and develop best practices, elevate strategic initiatives, streamline business processes and simplify tools to obtain maximum value from their subscriptions. 

Skills and Experience:
Leadership • Product Management • Technology Products & Services • Requirements Gathering • Service Level Agreements • SQL • Pricing Strategies • Strategic Problem Solver • Business Development • Healthcare Analytics • Cognos • WordPress • AdobeAnalytics • Design Thinking • Change Management • HTML • Watson Conversation • Agile • RFPs • Client Success & Experience • Tech Writing 

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