Experience

ChartSpan Medical Technologies

• United States
• Hospitals and Health Care
• 100 - 200 Employee

• Director, Client Success

  • Nov 2019 - Present



Novo Health Inc.

• United States
• Hospitals and Health Care

• Director of Client Development & Operations

  • Oct 2018 - Present

  Spearheaded and transformed customer facing, account, and sales operations by creating effective policies and procedures to ensure consistent business growth and success.Directed client segmentation/development strategy and implemented initiatives in conjunction with management and team members. Streamlined processes to ensure customer satisfaction and retention. Prepared operational and capacity plans to meet and exceed company goals. Provided insights on client needs and issues to competency development. Established customer support practices and provided technical/product support to ensure seamless business operations. Drove strategy, adoption, and best practices of available clientele tools to optimize customer experience. Ensured accurate sales pipeline and forecasts within Copper CRM database. Reviewed staff performance and analyzed business practices, while offering suggestions for improvement. - Achieved superior client satisfaction and retention by fostering congenial relationships with key clients.- Sold organization care coordination services to potential channel and strategic partners through prospecting.- Enhanced customer base by identifying and isolating potential and effective prospects.- Boosted business and operational performance by evaluating business processes and identifying opportunities.- Streamlined operational processes by reviewing core operations and identifying deficiencies and waste.- Amplified overall team performance by training team and providing constructive feedback.



athenahealth

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Success Manager, Strategic Partner Mangement

  • Feb 2015 - Oct 2018

  "We Connect Care"Delivered business solutions to meet client’s needs while maintaining company's overall strategy and vision for growth and development. Conceptualized and executed projects for large and enterprise, $2M+/annum, clients within segment. Created and managed sales pipeline and cross-sell opportunities, while analyzing client feedback and monitored novel and existing project plans for desirable results. Developed strategies to identify key strategic customers and build trusted advisor relationships. Collaborated with cross-functional teams to identify and grow opportunities within assigned and prospect clients. Trained clients and end-users by conducting meetings and development sessions. Conducted direct account service as well as represented company at open forums.- Designed/spearheaded sales pipeline and cross-sell opportunities, as well as all custom reporting for sales.- Mitigated complex athenaNET issues by designing, configuring, and documenting solutions.- Surpassed department scorecard goals such as client service and performance metrics as evident in client Net Promoter Scores (NPS) and in revenue generated.- Streamlined sales process and identified cross-sell/up-sell opportunities based on client needs and growth projections.

• Associate Customer Success Manager, Team Lead

  • Feb 2013 - Feb 2015

  "There is a better way"Executed customer support practices and provided technical and product support to ensure seamless business operations, reported to Director of Account Management.Fostered robust relationships with key clients to drive client performance and minimize attrition risk. Evaluated key success metrics and campaigns by streamlining scheduled meetings with assigned clients. Trained new hires and delivered guidance to cross functional teams. Managed escalated client issues with minimal guidance. Analyzed department performance and industry trends by conducting extensive research, while presenting issues.- Endowed with distinctive Athenahealth Banner Year Award in recognition of exceptional services.



Sarah Cannon Research Institute

• United States
• Research Services
• 400 - 500 Employee

• Drug Development Unit

  • Oct 2011 - Dec 2012

  Phase 1 Oncology Phase 1 Oncology



Kriger Research Group International

• Biotechnology
• 1 - 100 Employee

• CRA Professional Development Program

  • Jan 2011 - May 2011

  - ICH GCP Training- Clinical Site Monitoring (Site selection, Initiation, Monitoring and Close Out)- Adverse Event Reporting- Pharmacology for Clinical Research Professionals - ICH GCP Training- Clinical Site Monitoring (Site selection, Initiation, Monitoring and Close Out)- Adverse Event Reporting- Pharmacology for Clinical Research Professionals



Georgia State University

• United States
• Higher Education
• 700 & Above Employee

• Graduate Teaching Assistantship

  • May 2010 - Dec 2010

• Graduate Research Assistantship

  • Aug 2009 - Jun 2010



Smokerise Cleaners

• Assistant Manager

  • May 2003 - Aug 2007