Experience

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  Longbow Advantage

  • Sr. Customer Success Manager - Strategic Accounts

    • Mar 2024 - Present

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  Press Ganey

  • United States
  • Hospitals and Health Care
  • 700 & Above Employee

  • Director of Enterprise Client Success

    • May 2021 - Mar 2024

    Lead the Enterprise Client Success Team within Press Ganey's healthcare consumer experience division, consisting of 3 managers and 17 client success managers.Manage, retain and grow a multi-million dollar annual revenue health tech business across 300+ B2B clients (health systems and medical practices) while successfully working cross functionally with Support, Implementation, Product, Marketing, Sales, and Engineering.Trusted client partner delivering healthcare industry solutions, best practices and thought leadership in Digital Marketing and Brand Management.Co-led as part of the executive team the integration and successful alignment of multiple health tech SaaS companies via merger and acquisition to design and execute an enterprise client success team of 21 individuals.Partner with Client Growth Team to identify expansion opportunities and deliver product knowledge for new business development opportunities.

  • Enterprise Client Success Manager

    • Nov 2020 - May 2021

    Managed, retained, and grew a multi-million annual recurring revenue portfolio for healthcare enterprise consumer experience clients focused on Digital Marketing, Brand Management, and Patient Acquisition healthcare tech solutions.Acted as trusted advisor driving engagement and adoption of consumer experience solutions while delivering business strategies and return on investment through executive business reviews.Maximized client retention and growth through proactive renewal and risk management assessment, success planning, and leadership engagement.Promoted based on industry knowledge and strategy experience to manage the business relationship for the largest strategic client partner.

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  CentraCare

  • St. Cloud, Minnesota Area

  • Director of Patient Experience

    • Dec 2014 - Oct 2020
    • St. Cloud, Minnesota Area

    Directed patient experience strategies across Centracare's hospital and ambulatory outpatient care services.Strategized with C-Suite leadership while recommending, measuring and presenting KPIs for strategic service initiatives.Lead a team of analysts and performance improvement professionals delivering data, best practices, and process improvement resources to patient care department leaders.Track record of achieving patient experience system KPI target goals and performing at the 75th and 90th percentile across multiple patient care service lines.Managed multi-million dollar vendor budget and delivered yearly on target department budget goals to management while also meeting cost reduction goals.

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  DTA Associates, Inc.

  • Greater Minneapolis-St. Paul Area

  • Senior Consultant

    • Apr 2013 - Dec 2014
    • Greater Minneapolis-St. Paul Area

    Trusted consultant as a subject matter expert in patient experience delivering recommended best practices and performance improvement initiatives to clients.Delivered contracted objectives for clients building patient experience scorecards, patient experience leadership structure, service foundations workshops, Patient Advisory Council program and continuing education curriculum for provider and nursing communication.Communication coach for providers and health care professionals.

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  Allina Health

  • Performance Improvement Manager

    • 2008 - Apr 2013

    Led system initiative strategies and projects to improve patient experience performance across 11 hospitals, Emergency Rooms, and ambulatory outpatient care centers. Trusted advisor and resource driving performance improvement across healthcare operations focused in patient experience and quality.Led patient length of stay initiative resulting in $5 million in hospital cost savings.Course facilitator and coach for Allina's Advanced Training Program.