Experience

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  Sitero

  • Remote - Boise, ID, USA

  • Customer Success Manager

    • Sep 2023 - Jan 2024
    • Remote - Boise, ID, USA

    Customer Success Manager responsible for managing and growing Sitero’s full-service Clinical Services and Software offerings for strategic accounts across all therapeutic areas. Focused on establishing and/or growing strategic partnerships within existing Sitero customer portfolio. Formed a bridge connecting Sitero’s Clinical and Software service offerings with the customer base while expanding Sitero’s reach and revenue growth.Directly managed 62 domestic and international customer accounts, with 100% customer retention, while delivering change orders and contract renewals totaling $17M across all customer tiers. Partnered with key customer stakeholders and internal service delivery teams to review and optimize customer business processes, allowing 2 customers to move to a technology-enablement business model, thus reducing cost by approximately 10% and increasing efficiency. Drove account governance to ensure the appropriate level of engagement with customers was maintained through the transition from Clario to Sitero (Sitero acquired the Software and Services division from Clario in 2023).

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  Clario

  • Remote - Boise, ID, USA

  • Consulting Solutions Director

    • Nov 2016 - Sep 2023
    • Remote - Boise, ID, USA

    Responsible for design and delivery of complex end-to-end architectural solutions of Clario’s financial software platform. Partnered with business stakeholders early in the sales cycle to understand their requirements, objectives, and processes, and stayed engaged throughout the entire project lifecycle.  Primary contributor to unification of architectures and SDLC processes with merger of ERT and Bioclinica to become Clario in 2022.Led the transition from single-study “proof-of concept” contract to full portfolio contract for 2 of the top 5 CROs (Clinical Research Organization). Total revenue increase exceeded $47M over 4 years. Key resource to Sales and Services teams to winning new business and driving onboarding process. New business included 2 of the top 10 Pharma companies in 2016 and 2018, increasing EBITDA margin from 8% to 14% over that timeframe. Responsible for all prototyping, proof-of-concept, wireframes, blueprints, schemas, and product demos. Delivered product demos and training for international customers including Canada, Germany, and Switzerland. Partnered with business teams to scope projects, assisted in the definition of high-level requirements, and conversion to a validated architectural SaaS solution for all enterprise-level customers.

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  Bioclinica

  • Remote

  • Director, Technical Operations

    • Oct 2015 - Nov 2016
    • Remote

    Successfully delivered 11 US and global complex implementations of Bioclinica’s proprietary software and services, with total contract value across all projects exceeding $37M. Led multiple cross-functional teams in a dynamic environment to ensure high quality deliverables were on- time and within budget. Teams often included a very diverse representation with different backgrounds, and from different countries. Team sizes ranged from 5 to 20 team members. Led or co-led the design, testing, planning, implementation, and delivery of new and complex software applications to support business objectives in an emerging and competitive market. Full accountability for management of program and project timelines, budgets, and resources across all client initiatives. Key contributor to a 2-year software refactoring initiative resulting in reduction of code by approximately 17,000 lines, and functional efficiency (transaction calculations and webpage load times) of 30% and 15% respectively.

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  Clinverse, Inc.

  • Sr. Project Manager, Implementation

    • Dec 2013 - Oct 2015

    Analyzed existing business processes and procedures to effectively reduce standard implementation cycle times from 10 weeks down to 6 weeks. Managed the development and maintenance of implementation portions of operational SOPs and business processes which contributed to company passing SSAE 16 SOC Type I and SOC Type II auditing. Responsible and accountable for the coordinated management of simultaneous enterprise SaaS implementations with global teams often exceeding 15 diverse team members. Implementations included a top 5 CRO in 2015. Instrumental in development of PMO policy, procedures root cause analysis, and artifacts used to structure project implementation in a developing PMO.

  • Implementation Project Manager

    • May 2012 - Dec 2013

    First project manager hired at innovative startup company focused on data-driven clinical trial payments to Healthcare Providers and trial subjects. Successfully managed all new client implementation during first two years of startup operation.

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  Amgen

  • Thousand Oaks, California, United States

  • Sr Project Management Associate

    • Dec 2007 - Jun 2012
    • Thousand Oaks, California, United States

    Responsible for streamlining work processes in various levels of infrastructures that included business processes and development, system enhancement and validation, quality control. As a Functional Lead, managed operations and development of a global scientific publication planning and tracking database. Ensured that development, testing, deployment, and business functions followed FDA global quality policies.