Carol Bachtel Email & Phone Number

Greenville, South Carolina, United States

Responsible for strategic account planning and execution, helping increase product adoption, identifying expansion opportunities and educating the customer on how to realize increased value from Iodine.* Navigate complex customer relationships and processes* Execute processes and programs to improve customer engagement and adoption to mitigate customer risk and drive value resulting in renewal and expansion opportunities* Develop a deep understanding of customer needs/goals and work to ensure that Iodine Software and the customer have a shared definition of success* Act as a business success expert in educating, guiding, and supporting customers as they progress through the Iodine lifecycle* Deliver well-crafted responses to customer requests for strategic and/or program analysis, with limited management oversight* Provide guidance and consulting for best practices and ROI analysis * Advocate for product enhancements/new features and influence roadmap planning, based on customer input

Greenville, South Carolina, United States

• Spearheaded the expansion of The Garden's discipleship groups, achieving a tenfold increase to over 20 groups within 18 months, showcasing strong project management and community engagementskills.• Designed and delivered comprehensive discipleship class syllabi and content in a hybrid format,demonstrating adeptness in educational program development and execution.

Greenville, South Carolina Area

Privately held company providing cloud-based solutions (SaaS) outcomes analytics used by hospitals, health systems and payers, providing risk adjusted healthcare outcomes used for performance improvement, quality compliance, network selection based on provider outcomes and quality awards recognizing top performing hospitals and physicians. (Quantros was acquired by Healthcare Bluebook on February 28, 2021.)Senior level customer success manager responsible as subject matter expert (SME) for the management of key accounts including all onboarding, product training, troubleshooting and both onsite and remote consultative support. Additional responsibilities included Salesforce CRM documentation, product user acceptance testing, documentation of bug fixes and enhancement requests, and regular monitoring of client health metrics (or KPIs) to ensure both client satisfaction and achievement of company business objectives. • Managed portfolio of 20+ key client accounts with an average ACV of $200,000, including (3) health systems.• Assisted sales team in closing over $1M in business for prospective clients, by demonstrating the product and fielding technical questions, enabling clients to sample our customer success experience prior to contracting.• Conducted quarterly business reviews (QBRs) with each client to identify opportunities highlighted in their outcomes data to demonstrate ROI (value) resulting in 80% annual contract renewals (even during the COVID pandemic).

Greenville, South Carolina Area

Privately held company providing cloud-based solutions outcomes analytics used by hospitals, health systems and payers. (Quantros acquired Comparion Medical Analytics in March 2016.)Following company acquisition, this new role was created to ensure that Quantros employees (including sales managers and product engineers) received in depth product and methodology training. Served as the liaison between the Customer Success and Product teams, as the voice of customer. Maintained a book of 35 primarily strategic accounts. Served as project manager for quality assurance (QA) product testing for new product releases and defect fixes.• Conducted comprehensive company product training for new company staff - (4) senior sales leaders, (4) Vice Presidents and (5) product team staff on our products, proprietary methodology, competition, and administrative operations. • Retained 85% of key account renewals in a time of significant company transition immediately following Comparion’s acquisition by Quantros.• Defined and communicated clear expectations for product and data release schedules to our data and product teams. Led the user acceptance testing efforts required to release our products on schedule once our company grew 3-fold in number of employees following our acquisition.

Greenville, Sc

Privately held company providing cloud-based outcomes analytics solutions used by hospitals, health systems and payers. (Quantros acquired Comparion in March 2016.)Managed a team of (5) customer success managers, responsible for managing 50 accounts personally, led client training engagements online and on-site (with C-suite, physicians, and other staff), contributed revenue streams by strategic cross-selling of other products, and managed software user acceptance testing. Reported to VP of Operations and worked closely with key leadership in engineering, finance, sales, and senior leadership to accomplish company goals. • Launched, grew and managed a department of five (5) customer success managers with an average tenure of eight (8) years, facilitating significant client loyalty and engagement, resulting in significant multi-year contractual renewals.• Maintained an average client retention rate of 90% for over 14 years. • Led the Customer Success department (through strong client revenue retention) to help grow company revenue from $2M to $12M in valuation when company was sold in March 2016.

Bs, Public Health Education

Pre-Nursing Studies