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Click here or scroll down to respond to this candidateCandidate's Name
Senior Success Consultant - HealthcarePHONE NUMBER AVAILABLE EMAIL AVAILABLE Chicago, ILStreet Address
SUMMARYHighly motivated individual with experience as a customer relationship manager and product expert throughout the lifecycle. Well-versed in process optimization and helping customers define and/or document stakeholder's business requirements. Adept at developing and implementing strategies to counteract business challenges and bring the customer's vision into a value-based solution. Possess extensive knowledge of the industry with a focus on client satisfaction, stakeholder relationships and driving product expansion and maturity. EDUCATIONBachelor of Arts (B.A.): Neuroscience/EconomicsGalesburg, IL06/2015 - Present GalesburgEXPERIENCESenior Success Consultant - HealthcareCSI Healthcare IT 01/2020 - Present Jacksonville, FL Company DescriptionBuilt relationships with multi-level stakeholders to uncover business needs resulting in a 30% increase in cross-selling opportunities.Provided leadership and served as a technical resource to onsite team; designing, negotiating, epic software testing, training, implementing, and follow through on escalations.Designed training materials and educated customers on technical tasks at the nations top 20 hospitals to improve customer experience.Designed internal process improvements to automate repetitive tasks, shortening data delivery times through informal account management and RFP. Collaborated with cross-functional teams to define project deliverables and customer's ongoing services resulting in a 15% increase in product utilization. Identified areas of improvement within existing processes through extensive data analytics and took action to mitigate risk or capitalize on opportunities. Lead technical design and execution for data abstraction, server workloads and application to cloud IaaS & PaaS following best practices. Technical Account ManagerDIVURGENT 01/2016 - 01/2020 Virginia Beach,VACompany DescriptionLearned and leveraged product knowledge as well as industry best practices to increase program operation maturity and expand customer facing programs. Resolved common technical aspects of Epic software, including communicating with technical audiences on security, privacy and protocols for APIs/SLAs. Built and maintained multi-level client stakeholder relationships to ensure improved customer relationships and satisfaction.Developed and executed customer success plans resulting in a 25% increase in customer retention, working with C-Level executives.Provided regular product training, support and updates, resulted in a 10% decrease in customer churn.Managed product roadmap with cross-functional teams including; account executives and analysts on technical designing and architecting of client business needs towards complex solutions.Application Support SpecialistOSF Medical Center 01/2015 - 01/2016 Galesburg, IL Company DescriptionProvided technical support for users and troubleshooting of applications issues throughout product lifecycle, Including data integrations and abstractions. Diagnosed network issues and configured hardware, devices, and software for 10000+ employees.Monitored performance metrics to detect and diagnose application issues quickly. Facilitated effective communication between IT personnel and clinicians during implementation projects.Built relationships with key decision-makers to meet customer needs resulting in a 15% increase in project efficiency.Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.Volunteer ManagerKnox College 06/2012 - 06/2015 Galesburg, ILCompany DescriptionSupported daily operations and increase sales and service goals by 30%. Gained experience, exposure, and knowledge of career-specific procedures and systems. Trained 100+ staff in department procedures and requirements to build cohesive and successful team.Established team priorities, maintained schedules and monitored performance. LANGUAGESZulu NativeXhosa NativeSwahili NativeNdebele NativeShona NativeSpanish BeginnerAREAS OF EXPERTISEAgile APIs Citrix CSI HTML IaaSPaaS Process Mapping Product RoadmapRFP SQL Stakeholder Engagement DoceboVMWare Epic Software Genesis SLAsSKILLSFlexible Adaptable Customer RelationshipTechnical Training Management ConsultingStakeholder Engagement IndependentSelf Starter Effective CommunicationTool / TechnologyVOLUNTEERINGSoccer CoachNBHD2019 - PresentCoached game strategy by providing tactical advice before, during and after games.Motivated players to reach peak performance levels through positive reinforcement methods and teamwork. E |
