Experience

Deep 6 AI

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • May 2021 - Present



Current Health

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

• Customer Success Manager

  • Apr 2020 - Nov 2020

  • Build and maintain relationships with existing customers, including front line users and decision makers for each account• Owning account strategy, planning and execution. Developing Account Plans that proactively guide our client’s journey and ensure mutual success for both the client and Current• Informing business strategy, product roadmap, and service delivery by sharing feedback internally and integrating the Voice of Customer.• Identifying and driving upsell opportunities within each account



Philips

• Netherlands
• Hospitals and Health Care
• 700 & Above Employee

• Sr. Support Manager - Oncology Informatics and Genomics

  • Jan 2019 - Mar 2020

  • Lead, guide, and cultivate team of Application Support Specialists • Improve operational performance to drive customer satisfaction and mitigate churn• Be the Voice of the Customer. Distill, quantify and actively represent Customer feedback to internal teams• Identify and influence process improvement across organization• Handle and oversee critical escalated issues • Lead, guide, and cultivate team of Application Support Specialists • Improve operational performance to drive customer satisfaction and mitigate churn• Be the Voice of the Customer. Distill, quantify and actively represent Customer feedback to internal teams• Identify and influence process improvement across organization• Handle and oversee critical escalated issues



athenahealth

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

• Technical Project Manager

  • Oct 2017 - Nov 2018

  • Manage implementation of interoperability solutions for enterprise clients across all areas of the healthcare setting• Create and oversee overall project plan for key milestones; own all accountability for deliverables meeting established timelines, manage and mitigate program risks• Consultative ownership of accounts: develop project documentation such as design schematics, dashboards and best practice materials• Compile user experience data to steer product roadmap

• Relationship Manager – Program Management Team

  • Sep 2016 - Oct 2017

  • Develop and expand relationships with existing enterprise clients, serving as primary point of contact for day to day support and long-term business objectives• Apply cross-departmental influence to ensure resolution of escalated client issues coordinating internal and external teams• Drive adoption of interoperability solutions to create client efficiencies and improve patient satisfaction• Oversee implementation of client interfaces, managing all aspects of software lifecycle



Eliza Corporation

• Project Manager, Client Solutions Management

  • Sep 2014 - Sep 2016

  • Facilitate gathering and defining of program requirements to meet client business objectives• Define project scope and team member roles in collaboration with stakeholders internally• Create and maintain detailed program specification documentation • Manage cross-functional team to ensure program quality and timely delivery• Conduct user training and provide ongoing client support • Facilitate gathering and defining of program requirements to meet client business objectives• Define project scope and team member roles in collaboration with stakeholders internally• Create and maintain detailed program specification documentation • Manage cross-functional team to ensure program quality and timely delivery• Conduct user training and provide ongoing client support



IQVIA

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

• Manager of Technical Support

  • Jul 2009 - Sep 2014

  • Hire, train, mentor, and manage team of Technical Support Representatives and Specialist, supporting phase IV, quality improvement, and other patient registries.• Managed Call Center workflow and performance metrics to address changing business needs.• Conduct feedback surveys of clients and users to better understand experiences and implement changes based on feedback.• Work with internal and external project teams to design, plan, and execute site management strategies (e.g. site recruitment, site training, site retention, site communication, and ongoing site support)

• Associate Project Manager

  • Jul 2008 - Jul 2009

  • Oversee all aspects of project administration and data coordination for multiple large-scale, Internet-based outcomes studies • Specific activities include developing an overall project timeline and managing the project according to the timeline, coordinating the development of the study protocol, CRF, and database development, managing all study communication, tracking all milestones including site activation, patient enrollment, data quality, overseeing all data management activities, coordinating project meetings and steering committee activities, and tracking budget and expenses

• Project Coordinator

  • Feb 2008 - Jun 2008

  • Participated in client calls and internal project meetings• Assisted with timeline and budget tracking and risk management• Compiled study enrollment and status reports for clients• Assembled and sent site materials, including study binders, change orders, and newsletters• Oversaw Site Management team’s efforts in managing site IRB/EC approval process and IFC process; filed documents, completed paperwork with sites as needed• Assisted with project-related needs as they arose (e.g., special function planning, function attendance and on-site coordination, market research projects)

• Site Management Associate

  • Sep 2006 - Jan 2008

  • Supported physicians, nurses, pharmacists and other healthcare workers in all phases of study participation. • Responsible for all aspects of Site Management for post-approval studies (e.g., site recruitment, training, ongoing support, IRB/EC support, regulatory document collection, proactive outgoing calls to sites)• Head of committee to establish and review guidelines for use of Customer Relationship Management database in tracking support interactions.



University of New Hampshire

• United States
• Higher Education
• 700 & Above Employee

• Educational Technology Assistant - Blackboard Support

  • 2003 - 2006

  • Planned, promoted, and implemented Blackboard sites for student organizations• Trained students, professors, and administrators on how to operate and maintain Blackboard sites.• Assisted professors on integrating Blackboard into curriculum• Provided telephone and in person support as a member of the Blackboard Support Desk • Planned, promoted, and implemented Blackboard sites for student organizations• Trained students, professors, and administrators on how to operate and maintain Blackboard sites.• Assisted professors on integrating Blackboard into curriculum• Provided telephone and in person support as a member of the Blackboard Support Desk



US Army

• United States
• Armed Forces
• 700 & Above Employee

• Intern - AR News

  • Jan 2005 - Apr 2005

  • Received extensive journalism training with Army's ARNews service.• Performance all duties of ARNews journalist - research, interviewing, writing, editing, photography, and publishing. • Received extensive journalism training with Army's ARNews service.• Performance all duties of ARNews journalist - research, interviewing, writing, editing, photography, and publishing.