Luma's Patient Success Platform™ unifies and automates each of a patient's healthcare journeys -- access & operational, clinical, and financial -- to help them be healthier. It integrates with more than 80 EHRs to give staff and clinicians a fuller view of the patient with less manual outreach.With Luma, healthcare organizations see an average of 37% more referred patients in the first six months, and achieve a 39% average revenue increase.• Successfully managing a portfolio of over $3.5 million in business, ensuring customers maximize return on investment.• Drive the adoption of new features across Luma's product stack through client engagement.• Facilitate 15 Quarterly Business Reviews, execute mutual success plans, and address technical demands to ensure customer satisfaction.• Increased gross retention from 68% to 92% within a year by implementing targeted customer retention strategies, enhancing onboarding processes, and proactively addressing client concerns.• Enhance customer satisfaction with Luma products by anticipating requirements, aligning with organizational vision, and facilitating stakeholder success via the Luma platform.

Artera is a health tech startup focused on patient communications; Best in KLAS 2021-2022, ($90M+ in funding: TechStars, CedarsSinai, HealthX).-Recruited by the Director of Customer Success post Series B as the first hire specifically focused on mid-market accounts.Delivered comprehensive enterprise customer success management and project management support for an enterprise book of business exceeding $3.5 million.• Led the execution of 3 enterprise rebuild projects and implemented 6 enterprise customers, integrating new technologies to ensure seamless transitions with minimal operational disruptions, and consistently achieving 100% of go-live dates and onboarding within the targeted timeframe.• Achieved 124%+ net retention by expanding customer use case adoption and product footprint.• Played a key role in defining project phases through the formation and leadership of tiger teams, resulting in a 35% improvement in project delivery timelines.• Conducted presentations on project status and current issues, effectively escalating project risks and areas requiring senior leadership intervention.• Reported project status to all key stakeholders, both internally and externally, ensuring alignment and timely decision-making, collaborated with subject matter experts to establish accurate requirements.• Set and managed workstream schedules, estimated project resources, and maintained detailed status reports for business resources and end users.• Recognized as Best in KLAS 2022 for Patient Outreach.

• Successfully managed over 140 mid-market accounts, driving a combined Annual Recurring Revenue (ARR) exceeding $2.5 million, and achieving a 95% client retention rate through proactive engagement and support.• Played a key role in implementing the Artera Analytics Plus package for mid-market clients, resulting in a 30% increase in client utilization• Completed 24 quarterly business reviews, analyzed performance metrics, identified areas for improvement, and presented strategic recommendations to enhance overall business outcomes.• Recognized as Best in KLAS 2021 for Patient Outreach.

Provided enterprise account management, supporting clients through multichannel communications (phone, email, chat).• Managed day-to-day internal team operations to address client needs, resolve escalations, and relay detailed client feedback tobackend teams.• Coordinated with internal teams on applying clearly defined, uniform, and organized project and account management approaches for newly implemented and existing clients.• Facilitated weekly and bi-weekly client operation calls to promptly document and efficiently resolve client requests and issues.• Synced with support daily to track and resolve open issues and coordinated with internal teams to communicate existing and future product functionality with clients.

• Exclusively supported Google Maps team, traveling throughout the Midwestern United States to collect data and verify local retailbusiness listings published on Google.• Audited 75 business listings daily and conducted field reporting, submitting collected data for analysis.• Coordinated with Google HQ leadership and cross-functional teams to drive projects forward.• Collected data at designated venues using proprietary software and internal tools.

Supervised the Front-end Department including the Service Desk, Returns Area, and Front-end Sales Team. Worked directly with individual customers and business accounts. Managed staff scheduling, and labor budgeting for a team of 30 cashiers including both part-time and full-time personnel. Assisted store departments in operations, merchandising, and customer service when needed. Provided escalation support and team support in issue resolution.

Sourced and placed physicians (MDs) in temporary clinical roles at hospitals. Conducted up to 300 outbound calls daily to promote job openings. Researched contact information for potential candidates and solicited qualified referrals as well as leads from healthcare professionals. Responsible for ongoing relationship management and customer success following physician placement, responsible for resolution of issues post placement and general customer support and troubleshooting.

• Visited construction job sites daily to observe and report on project progress.• Assisted the owner in coordinating meetings, staff schedules, and travel arrangements.• Led the successful delivery of crucial projects.• Documented requirements, planned deliverables, and met deadlines on time and under budget.