Ashley N. James Email and Phone Number
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Creative, Curious, and Collaborative Customer Success Leader. Avid about leveraging data analytics and strategic troubleshooting expertise to improve customer experiences and impact long-term business growth and success. Previously worked for global industry leaders in healthcare interoperability for 8+ years, driving user engagement, satisfaction, and retention by conducting enterprise-level software technical support, user feedback interviews and beta testing, engineering workflows, identifying defects, guiding product roadmaps, and launching SaaS products.SELECTED PRODUCT MANAGEMENT CAREER ACHIEVEMENTS: SaaS GO-TO-MARKET LAUNCHLed a 9-person cross-functional team to design, develop, and launch a fully managed service in Azure. Worked with Development and SMEs to establish a technical vision and analyze tradeoffs between usability and performance needs. Within 2 years, raised the annual subscription revenue to $360K, implemented 10+ new features and bug fixes, and established procedures and automation to optimize SaaS customer onboarding, Support operations, and technical escalations. ENTERPRISE CUSTOMER ONBOARDING OPTIMIZATION Reduced customer onboarding time by 200% by utilizing metrics and customer research to launch a web application focused on customer awareness of deployment options, creating a user-friendly decision matrix of High Availability and Disaster Recovery configurations. KPI OPERATIONAL REPORTING SUITE Developed key reporting automation for managerial and executive stakeholders to drive and communicate insights into new product articles and reduce case volumes. Gained a 50% reduction in Support Management's time conducting direct report quarterly reviews and a 67% reduction in Product and Support backlog age.Competencies: Product Management, Agile Methodologies, Technical Project Management, User Experience, Customer Relationship Management, Cross-Functional Team Leadership, Quantitative & Qualitative Analytics, SQL, Software as a Service (SaaS), Enterprise Software, User Acceptance Testing
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Product ManagerConsensus Cloud SolutionsAubrey, Tx, Us
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Product & Technical LiaisonBronwen Consulting, Llc Aug 2024 - Present -
Interoperability ConsultantDrummond Group, Llc Dec 2023 - PresentDurham, North Carolina, Us -
Product ManagerConsensus Cloud Solutions Jan 2023 - Mar 2024Los Angeles, Ca, Us
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Technical Support Escalation ManagerLyniate Sep 2021 - Aug 2022Boston, Ma, UsPromoted to set departmental initiatives during the company’s reorganization. Served as the principal escalation point for technical and customer success incidents, working directly with Account Management, Development, and customers' executive teams.● Secured a 98% customer retention rate by improving case resolution to deliver a positive customer experience; consistently exceeded expectations and established relationships with industry stakeholders to maintain an NPS of 80% and recognition as the #1 in KLAS for 13 consecutive years for the Corepoint Integration Engine product● Developed KPI reporting suite in Salesforce and converted these to dashboards in PowerBI for executive stakeholders, highlighting growth opportunities for the company● Advanced technical knowledge and professional development among the team by managing 12 direct reports and mentoring 20+ staff, leading to 8 people gaining promotions● Launched a SaaS AWS-based product; served as the Key Support Stakeholder, designing product requirements and SLA guidelines● Established procedures and automation for SaaS customer onboarding, Support operations, and technical escalation, reducing onboarding time by 75%● Guided product roadmap planning by conducting qualitative and quantitative customer research to gather and translate 80+ user stories into clear product specification documents● Prioritized product improvements for buyer and user personas, resolved critical defects and collaborated with product development and product marketing to ensure appropriate testing and effective go-to-market strategies -
Customer Support Manager - Enterprise & Saas InteroperabilityLyniate Jan 2019 - Sep 2021Boston, Ma, UsManaged a team of 4-12 employees; served as the principal UAT owner for company-wide migrations onto new CRM, ticketing, and hotline platforms; created 40+ test cases to eliminate disruptions and ensure the go-live was on time.● Yielded $360K in revenue sales within two (2) years for annual subscriptions by designing, developing, launching, and scaling a fully managed service in Azure and collaborating with product development and SMEs to create documentation for technical and non-technical audiences to drive usability and performance● Reduced time conducting quarterly reviews for direct reports by 50% and reduced product and support backlog age by 60% by developing key reporting automation for managerial stakeholders● Reduced technical escalation resolution time by 50% by introducing effective issue management processes, including automating 7 on-call rotations into PagerDuty, integrating the application into Salesforce Service Cloud, and Support hotline● Maximized productivity by 75% among the software engineering teams by establishing a team of senior support engineers to resolve highly technical customer escalations, enabling more focus on sprints● Authored HIPAA and GDPR compliance and audit procedures, enabling the purge of over four years worth of unnecessary PHI and the migration to Box.com for more secure storage● Collaborated with Development to create documentation for a technical and non-technical audience, preemptively warning the customer base of 3 urgent escalations through direct email to 300+ users and user community article posts
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Support Team Lead - Enterprise & Saas InteroperabilityCorepoint Health Jul 2016 - Jan 2019Selected to lead a team of customer support engineers to advance interoperability solutions for providers and resolve tier two technical product escalations.● Generated 10+ new features and defect fixes, reducing product downtime by 100% and creating 5+ internal and external articles by managing the re-development of an internal tracking system used by 25 employees● Decreased customer onboarding time by 200% by leveraging metrics and customer research to launch a user-friendly web application focused on boosting customer awareness of disaster recovery and high availability deployment options● Achieved a 67% increase in reporting capability by creating a performance reporting template, enabling junior team members to execute analyses of product performance● Coached 20+ specialists by leading a multi-day technical course on REST and SOAP in Health IT Interoperability● Presented live product demonstrations and led breakout sessions of 10-20 customers at annual company user conferences● Created user acceptance testing and interface documentation for 4 integration engine workflow projects
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Customer Support Engineer - Enterprise InteroperabilityCorepoint Health Oct 2014 - Jul 2016Promoted within 9 months to serve as the first tier in customer escalations and impact product direction through product planning, testing, and implementations to maintain interoperability and ensure satisfaction among healthcare providers.● Boosted add-on sales by 5% by performing product demonstrations, presenting briefs and new features to remote and in-person customers● Drove product improvements by designing customer feedback interviews and conducting beta testing on 6 customer sites; analyzed user research data and identified and documented 30+ defects based on information● Reverse-engineered integration engine workflows to onboard major hospital networks and created workflows for interfacing with SQL/Oracle databases and SOAP/REST APIs● Directed clients in the best practices and recommended usage of software features by maintaining current knowledge of product and feature changes; provided guidance to users on how to build workflow solutions● Cultivated team culture through one-on-one mentorship and conducting candidate interviews for potential new team members
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Customer Support Analyst - Enterprise InteroperabilityCorepoint Health Jan 2014 - Oct 2014Provided customer and product development support by mastering the creation and troubleshooting of TCP/IP and FTP connectivity, HL7 interface mapping, complex pseudo logic, and interfacing with customers to gain insights on the UX/customer-learning experience, and communicated enhancement requests and defects to leaders.● Increased user engagement and retention by proctoring live, web-hosted training courses and assisting customers with product updates, installations, and migrations● Performed Tier 1 troubleshooting and support to resolve issues, responding promptly to customer needs; maintained product knowledge and technical expertise to deliver excellent customer service via phone and email
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Health Information Technology (Hit) Practicum StudentOffice Of Ehealth Coordination Oct 2013 - Oct 2013I attended a two week practicum where I preformed an environmental scan on the status of health information service providers (HISPs) in Texas and helped design a continuing medical education (CME) course about Texas Health Information Exchanges (HIE).
Ashley N. James Skills
Ashley N. James Education Details
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Georgia Institute Of TechnologyGeneral -
The University Of Texas At AustinHealth Information Technology And Health Information Exchange Certificate Program
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University Of North TexasTexas Academy Of Math And Science
Frequently Asked Questions about Ashley N. James
What company does Ashley N. James work for?
Ashley N. James works for Consensus Cloud Solutions
What is Ashley N. James's role at the current company?
Ashley N. James's current role is Product Manager.
What is Ashley N. James's email address?
Ashley N. James's email address is as****@****ate.com
What is Ashley N. James's direct phone number?
Ashley N. James's direct phone number is +146922*****
What schools did Ashley N. James attend?
Ashley N. James attended Georgia Institute Of Technology, The University Of Texas At Austin, University Of North Texas.
What are some of Ashley N. James's interests?
Ashley N. James has interest in Health.
What skills is Ashley N. James known for?
Ashley N. James has skills like Hl7, Customer Service, Research, Teamwork, Powerpoint, Hipaa, Sql, Time Management, Microsoft Excel, Microsoft Word.
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