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Click here or scroll down to respond to this candidateCandidate's Name
Senior Customer Success ManagerDallas, Texas PHONE NUMBER AVAILABLE EMAIL AVAILABLE SKILLS:Project Management, Microsoft Office, Digital Marketing, Salesforce, SaaS, CRM, Spanish & Arabic Fluency Medstreaming/M2SCustomer Success Manager March 2015 - December 2022 2017 - 2019 Western Washington UniversityWORK EXPERIENCE:EDUCATION:Astute ImagingSenior Customer Success Manager January 2023 - Present Manage portfolio comprising of 15 enterprise hospitals and 40 mid-size hospitals/clinics (ARR= $11.7 million; Churn= 2%)Administer monthly check-ins with strategic enterprise clients demoing latest updates, reviewing open Support/DEV items and ensuring overall health of engagement Coordinated closely with dedicated resources from DEV and Support teams to establish priority of open tickets, communicate ongoing updates, and validate/test patches released in latest versions Conduct QBRs w/ Fortune-500 hospital networks in conjunction w/ Director of CS and Support/DEV leads reviewing performance, discussing plans/challenges and ideating process improvements. Manage offshore team of 15 dispatchers overseeing all aspects of onboarding, training, and ticket dispatching/escalationsImplement proactive communication measures across DEV, Dispatch and Support teams to help mitigate churn, leading to a reduction in customer attrition rates YoY by 17% Managed portfolio comprising of 6 enterprise hospitals and 45 small-midsize hospitals/clinics (ARR=$3.4 million; Churn= 3%)Conducted monthly check-ins & QBRs with clients reviewing latest software updates and collecting and identifying cross-sell and upsell opportunities TECHNICAL PROJECTS:Designed and implemented a revamp of an Accounts Payable onboarding and vendor management processes, while maintaining uninterrupted operation of over $1.23 million in monthly transactionsDeveloped and implemented an action plan for installation of Astute PEMS workflow at three Fortune-500 enterprise hospital networks in coordination with IT, DEV, and QA teams impacting over 8000 end users and over 650,000 patientsLed the execution of highly sensitive data migration project for over 150 hospitals/clinics into CRM software, ensuring stringent compliance with HIPAA guidelines while collaborating with IT, Dev, and QA teams to ensure smooth client experience post Go-live WORK SUMMARY:9 years experience in high growth SaaS startups driving adoption for enterprise clients in Medical and FinTech sectors. Responsible for design and implementation of CSM onboarding initiatives across diverse set of product offerings. Extensive experience in business reviews & presentations with C-suite executives. Project management experience in complex ecosystems servicing Fortune-500 companies. Trilingual with actionable network for market expansion into LATAM and MENA regions. |
