Director of Customer Success

• Jun 2023 - Present

Director of Customer Success

• Apr 2022 - Jun 2023

- Develop and execute an enterprise-wide customer success strategy, increasing customer retention. - Cultivate executive level relationships and collaborate with all stakeholders across enterprises to engage and onboard, as well as identify pain points and develop customized solutions. - Established a customer service chat program and standards of excellence for achieving high-quality customer interactions, resulting in a 90% reduction in response time. - Leverage data and establish metrics to identify gaps and hold the team accountable for customer adoption and retention. - Lead a high-performing team including hiring, onboarding, training, and talent development, focused on high-leverage, proactive work. - Spearhead user research and customer feedback projects translating into actionable insights and drive product development. Show less

Director of Customer Success

• Dec 2020 - Apr 2022

- Executed customer success strategy resulting in 44% increase in graduation rates & 77% increase in job placement rates.- Developed scalable staffing model, bonus structure & career ladder to expand team across 3 states.- Implemented policy & training program for customer success team, reducing onboarding time & increasing satisfaction ratings.- Designed incentive program resulting in 78% graduation rate among recipients, higher than pre-implementation rate.- Partnered with leaders to design product features & engagement strategies for students. Show less

Manager of Customer Success

• Dec 2019 - Nov 2020

- Launched successful CNA mentor program resulting in 5x higher graduation rates for participants.- Provided strategic oversight for program operations, staffing and decision making.- Implemented Salesforce and other tech to enhance internal documentation and efficiency.- Collaborated cross-functionally with engineering, design, sales, marketing, regulatory and clinical teams to improve product and service delivery.

Product Manager, Learning Experience

• Dec 2018 - Dec 2019

- Served as the founding employee, working hand-in-hand with the co-founders on overall strategy and execution. - Successfully led and managed end-to-end development of a 75-hour CNA blended learning curriculum, including overseeing a team of RN writers/editors, assessment team, and video production manager. - Included 14 video shoot days, over 346 hours of raw footage, and sign off of over 2,400 pages of scripts, ensuring seamless integration of content into the web and mobile app.- Resulted in regulatory approval of CNA curriculum in three states: Colorado, Washington, and Oregon. Show less

Senior Program Manager

• May 2016 - Nov 2018

- Developed operating plan, defined overall program, and monitored progress of mentorship program for a network of over 40,000 Home Care Aides. - Utilized predictive analytics and service design strategies to build, launch, and scale a peer mentor program incorporating evidence-based interventions to reduce training turnover by 40% in six months. - Developed, managed, resourced, and implemented an apprenticeship program for Advanced HCAs. - Led a multi-disciplinary team including internal partners and external stakeholders to develop, manage, and implement the planning phase of an advanced training project for Certified Home Care Aides. Show less

Project Manager, Vaccine and Infectious Disease Division (VIDD)

• Oct 2014 - Apr 2016

- Advanced research and operational priorities developed by the Vaccine and Infectious Disease Division’s (VIDD) Executive Committee, ensuring effective execution of executive-level meetings and managing all projects and recruitment activities directed by the scientific committee. - Managed all aspects of VIDD signature speakers forums and events, including an annual offsite facility retreat with nearly 100 participants, representing VIDD effectively to external contacts and across the Fred Hutch ecosystem. - Led, scoped, and managed a full-scale update of the VIDD website over a six month period. - Contributed to operational goals related to HR, space and facilities, finance and budgets, and grants and contracts management. Show less

Family Services Manager

• Feb 2014 - Oct 2014

- Oversaw, managed, and developed the family support team dispatched to hospitals across a four-state region, developing policies and procedures and holding staff accountable for consistent application and compliance.- Led strategic planning and set OKRs for the department, utilizing data to improve processes and outcomes. Facilitated intensive training for all field staff to improve organ donation outcomes.

Hospital Development Program Manager

• Oct 2010 - Jan 2014

- Led the account management for the largest donor hospitals in a four-state region, partnering with senior hospital executives to develop and execute structural changes to improve donation outcomes and ensure federal regulation compliance.- Provided critical data to hospitals during CMS and Joint Commission visits. Developed donation-related hospital policies, protocols, and practices. Regularly reported on metrics and presented training and educational sessions to clinical staff and administrative leaders.- Managed and facilitated complex resolution of issues or concerns from families, staff, and hospital administrators. Developed curriculum for nurses, physicians, and other patient care staff involved in donation. Show less

Organ Donation Coordinator

• Sep 2003 - Sep 2010

- Facilitated all levels of the organ donation process at Harborview Medical Center, and throughout Western Washington ensuring effective stakeholder management. - On-call, 24-hour response onsite to hospital referrals. Provided guidance and support to organ donor families and hospital staff in the intensive care units throughout the evaluation and donation process. - Managed all non-clinical aspects of the donation process, including obtaining medical history and consent, facilitating timing and transition to the OR, obtaining release from the medical examiner, and coordinating with the hospital medical team. Established successful cross-functional team communication. - Delivered training and education to hospital staff. Assisted with program development and data tracking and reporting. As the team lead, mentored, coached, and developed staff. Show less

Patient Services Training Manager

• Jan 2000 - Aug 2003

- Lead and managed the design and implementation of an affiliate-wide training program for patient support staff. - Created a competency framework to identify performance excellence within the patient services staff team. Trained, mentored, and managed staff. - Served on safety and quality committees. Facilitated process improvement initiatives. Implemented a customized new patient data system and managed training and rollout across the affiliate.

Patient Services Staff

• Aug 1999 - Aug 2000

- Served as frontline support staff at the largest healthcare clinic in the affiliate. Provided front desk check-in and administrative support as well as assisted clinicians by setting up rooms and preparing patients for visits.