Britt Duenyas Email & Phone Number

Missoula, Montana, United States

Leading onboarding and migration tactics for 4 platforms, prioritizing alignment with company goals and client demands.Building cross-functional enablement programs to increase team expertise in implementing software solutions effectively.Designing seamless post-sale client journeys, optimizing onboarding, accelerating time-to-value, and driving engagement.Innovating implementation processes to meet demands, scale operations, and maintain exceptional clientele satisfaction.Leading organizational efforts to integrate professional services with goals, driving retention and lifetime customer value.Collaborating with sales leadership to refine pre-sale approaches and post-sale transitions for a seamless client experience.Overseeing enterprise reporting metrics to monitor team performance, client outcomes, and alignment with business KPIs.Spearheading improvements across teams to deliver scalable solutions, aligning client needs with organizational objectives.

Promoted to lead onboarding and educational operations and contribute to support and customer success team leadershipLed and collaborated in creating processes for a new product line across professional services, marketing, and productDesigned KPI reporting structures, providing C-Suite executives greater visibility into team performance and client success.Overhauled onboarding processes, reducing time-to-value by 15% and ensuring smoother client transitions and outcomes.Improved billable utilization to 75% through process optimization and cost-saving measures, driving operational efficiency.Collaborated with senior executives to stabilize retention rates, achieving substantial improvements in satisfaction scores.Redesigned customer journeys across platforms to scale operations and improve client experiences for multiple products. Increased professional services profits by 60% through collaboration with senior management on revenue growth initiatives.

Conshohocken, Pennsylvania, United States

Scaled the Education Services team, creating impactful processes designed to drive client retention and sustain success.Increased client speed to adoption by 33% through optimized onboarding procedures and streamlined training workflows.Elevated satisfaction with knowledge base articles by 45%, further refining resource accessibility and usability for customers.Saved $125,000 in ARR by successfully addressing program issues for vulnerable clients and providing recovery strategies.Developed an online academy enabling self-guided product training and reducing demand for live instructional sessions.Improved training with dedicated sessions and on-demand tracks, reducing implementation-related client inquiries by 35%. Collaborated with stakeholders to identify gaps and update training programs, driving measurable increases in outcomes.

King Of Prussia, Pennsylvania, United States

Scaled educational operations, developing training strategies to improve operational metrics for a 1,500-person workforce.Reduced trainer workload by 15% by implementing training programs that streamlined instructional delivery and access.Achieved a 10% rise in new hire final examination pass rates through standardized and thorough online training programs.Evaluated and transitioned in-person training into online assets, ensuring accessibility and consistency across departments.Created leadership programs that standardized processes and promoted internal staff into management roles successfully.Redesigned course plans and curricula to align with organizational objectives and improve employee learning outcomes.

Conshohocken, Pennsylvania, United States

Managed a small team of software contractors through the full life cycle of multiple implementations ranging from $10,000 to $100,000 deals. Consulted and collaborated with stakeholders to create software architecture plans compatible with existing workflows and processesConsulted with stakeholders on software adoption processes and cutover planningManaged up to 25 client accounts simultaneouslyWorked with stakeholders to develop project plans, levels of effort, and milestones, maintaining project tasks throughout the project lifecycle Directed project meetings with stakeholders, SMEs, and internal teams. Created and converted additional opportunities via client engagement into additional salesCreated engaging learning activities and compelling course content that enhanced retention and transfer of knowledge to stakeholdersMaintained 95% customer satisfaction

Blue Bell, Pennsylvania, United States

Facilitated innovative instruction in live, virtual, and video training environments for the implementation of EMR solutions at new and existing Merakey sites.Led teams of up to 5 technicians for EMR implementation support.Managed daily implementation support status calls and responded to client issues in field.Consulted with subject matter experts to uncover business needs, understand complexities, and develop appropriate learning objectivesManaged staff setup within the EMR platform to ensure successful implementationDesigned and wrote learning support tools such as PowerPoint presentations, facilitator guides, participant guides, quick reference guides, and job aidsTrained all levels of employees, from doctors to care staff, with the ability to relate to each employee’s personal and program needsRegularly communicated with stakeholders to define deliverables, discuss project status, design outlines, create work plans, and review timelines.Designed and evaluated a variety of validity assessments, including needs assessments, task analysis, content analysis, learner characteristic assessments, environmental review, and instructional analysis

Master Of Science - Ms, Learning Experience Design

Bachelor Of Science - Bs, General Studies