Director of Customer Success

• Oct 2020 - Nov 2023

In this role, I established and oversaw the Customer Success department, creating strategies and processes to drive client growth and satisfaction. I employed exceptional project management skills to develop workflows and define roles within a start-up environment. My efforts aided client growth by constructing implementation and training dynamics to improve customer experiences and expedite product success. I coordinated across team members to bolster implementation, sales support, and… Show more In this role, I established and oversaw the Customer Success department, creating strategies and processes to drive client growth and satisfaction. I employed exceptional project management skills to develop workflows and define roles within a start-up environment. My efforts aided client growth by constructing implementation and training dynamics to improve customer experiences and expedite product success. I coordinated across team members to bolster implementation, sales support, and marketing in addition to customer support. * My expertise drove substantial growth, increasing overall client base expansion by 55% * By managing the organization’s intellectual property tools, I supported translation efforts for a global audience, creating avenues for scaling and diversified growth * I maintained relevant voice-of-customer insights by conducting quarterly Customer Advisory Board meetings * I liaised with physicians to emphasize product value and enhance understanding of product usage through educational training * Through an intense focus on client satisfaction, I facilitated improvements to patient quality of care and increased revenue through billable services within the platform * By utilizing remote technology, I supported customer success coupled with international travel to support overseas clients Show less In this role, I established and oversaw the Customer Success department, creating strategies and processes to drive client growth and satisfaction. I employed exceptional project management skills to develop workflows and define roles within a start-up environment. My efforts aided client growth by constructing implementation and training dynamics to improve customer experiences and expedite product success. I coordinated across team members to bolster implementation, sales support, and… Show more In this role, I established and oversaw the Customer Success department, creating strategies and processes to drive client growth and satisfaction. I employed exceptional project management skills to develop workflows and define roles within a start-up environment. My efforts aided client growth by constructing implementation and training dynamics to improve customer experiences and expedite product success. I coordinated across team members to bolster implementation, sales support, and marketing in addition to customer support. * My expertise drove substantial growth, increasing overall client base expansion by 55% * By managing the organization’s intellectual property tools, I supported translation efforts for a global audience, creating avenues for scaling and diversified growth * I maintained relevant voice-of-customer insights by conducting quarterly Customer Advisory Board meetings * I liaised with physicians to emphasize product value and enhance understanding of product usage through educational training * Through an intense focus on client satisfaction, I facilitated improvements to patient quality of care and increased revenue through billable services within the platform * By utilizing remote technology, I supported customer success coupled with international travel to support overseas clients Show less

Healthcare IT consultant

• Nov 2019 - Oct 2020

Professional Services Manager

• Apr 2015 - Nov 2019

Through this position, I designed and developed the professional services department and created an optimized program for the physician billing software platform to drive revenues and enhance business growth. I led a group of 5 consultants in crafting opportunities for growth within the existing client base. * My efforts were recognized for sales success by being awarded Consultant of the Year and being recognized as the top performer based on sales within the company's consulting… Show more Through this position, I designed and developed the professional services department and created an optimized program for the physician billing software platform to drive revenues and enhance business growth. I led a group of 5 consultants in crafting opportunities for growth within the existing client base. * My efforts were recognized for sales success by being awarded Consultant of the Year and being recognized as the top performer based on sales within the company's consulting division. * I created strategic plans for partnership maturation through reselling and upselling, while delivering customer-focused solutions within established relationships * I supported the development of evaluation processes to gain and utilize feedback from partners and investors for continuous improvement Show less Through this position, I designed and developed the professional services department and created an optimized program for the physician billing software platform to drive revenues and enhance business growth. I led a group of 5 consultants in crafting opportunities for growth within the existing client base. * My efforts were recognized for sales success by being awarded Consultant of the Year and being recognized as the top performer based on sales within the company's consulting… Show more Through this position, I designed and developed the professional services department and created an optimized program for the physician billing software platform to drive revenues and enhance business growth. I led a group of 5 consultants in crafting opportunities for growth within the existing client base. * My efforts were recognized for sales success by being awarded Consultant of the Year and being recognized as the top performer based on sales within the company's consulting division. * I created strategic plans for partnership maturation through reselling and upselling, while delivering customer-focused solutions within established relationships * I supported the development of evaluation processes to gain and utilize feedback from partners and investors for continuous improvement Show less

Healthcare IT Consultant

• Oct 2014 - Mar 2015

Allscripts Clinical optimization, note build (v10 & v11 Note), workflow analysis, and provider adoption of Enterprise (Touchworks) EHR. Allscripts Clinical optimization, note build (v10 & v11 Note), workflow analysis, and provider adoption of Enterprise (Touchworks) EHR.

Senior Associate

• Sep 2013 - Oct 2014

Within this role, I was given the opportunity to partner with the Health Information Technology Group to implement a new Electronic Health Record system within a Veterans Affairs RFP. Consequently, I collaborated with healthcare consultants to evaluate the cost of ownership and to determine the most suitable software product for overall deployment. * I conducted overall cost of ownership assessments for a 10-year period to cultivate and analyze data for decision-making strategies * I… Show more Within this role, I was given the opportunity to partner with the Health Information Technology Group to implement a new Electronic Health Record system within a Veterans Affairs RFP. Consequently, I collaborated with healthcare consultants to evaluate the cost of ownership and to determine the most suitable software product for overall deployment. * I conducted overall cost of ownership assessments for a 10-year period to cultivate and analyze data for decision-making strategies * I created Request for Proposals for vendor sections of both EHR and revenue cycle systems * I liaised with executive team members by interviewing, gathering data, and preparing presentations to guide the decision-making processes around significant investments within the healthcare industry Show less Within this role, I was given the opportunity to partner with the Health Information Technology Group to implement a new Electronic Health Record system within a Veterans Affairs RFP. Consequently, I collaborated with healthcare consultants to evaluate the cost of ownership and to determine the most suitable software product for overall deployment. * I conducted overall cost of ownership assessments for a 10-year period to cultivate and analyze data for decision-making strategies * I… Show more Within this role, I was given the opportunity to partner with the Health Information Technology Group to implement a new Electronic Health Record system within a Veterans Affairs RFP. Consequently, I collaborated with healthcare consultants to evaluate the cost of ownership and to determine the most suitable software product for overall deployment. * I conducted overall cost of ownership assessments for a 10-year period to cultivate and analyze data for decision-making strategies * I created Request for Proposals for vendor sections of both EHR and revenue cycle systems * I liaised with executive team members by interviewing, gathering data, and preparing presentations to guide the decision-making processes around significant investments within the healthcare industry Show less

Manager Professional Services

• Oct 2008 - Sep 2013

Managed a team of 21 clinicians for the Enterprise EHR product focused on clinical customization, post live optimization, and implementation support. Managed a team of 21 clinicians for the Enterprise EHR product focused on clinical customization, post live optimization, and implementation support.

Implementation Consultant

• Mar 2005 - Oct 2008

Implementation & training of an ambulatory EMR product throughout the southeast with clients ranging from single provider offices to 50+ multispecialty provider organizations. Implementation & training of an ambulatory EMR product throughout the southeast with clients ranging from single provider offices to 50+ multispecialty provider organizations.

Implementation Specialist

• 2002 - 2004

Sales & Proposal support, project management, implementation, training, and post live support Sales & Proposal support, project management, implementation, training, and post live support

Product Mgr

• 2000 - 2002

Product development, life cycle management, and customer support. Product development, life cycle management, and customer support.

Implementation/Support Mgr

• 1996 - 2000

Customer support, Implementation management, QA, software/hardware & PBX installation. Customer support, Implementation management, QA, software/hardware & PBX installation.

Insurance/Intake Coordinator

• 1990 - 1996

Behavioral Health Crisis call center management, patient assessments, utilization management, insurance pre-cert and extensions. Behavioral Health Crisis call center management, patient assessments, utilization management, insurance pre-cert and extensions.