Carole L. Rodenstein, Mba Email & Phone Number

Boston, Ma

Manage executive and critical customer relationships. Direct connection between a customer’s strategic business goals and the SaaS product suite. Determine appropriate use cases, help define workflows to drive key processes, link the changes in business metrics (KPIs) to an ROI model or Scorecard to ultimately produce major business outcomes for the customer. Responsible for everything for portfolio of customers after the initial sale.Key Achievements• Plan for and conduct on and off-site Executive Business Reviews with Enterprise Members to drive strategy. Create and maintain Account Plans.• Track and monitor account health: utilizing NPS surveys, and creation of effective corrective actions when necessary. • Provide input to the Training team to ensure that curriculum and application notes help members understand actions they need to take to ensure ongoing value as our products and the industry evolve. • Identify areas for improvement, in products and services, and the Member Success function. Create and maintain open lines of communication in Sales, Marketing, Product and Engineering to deliver a world-class member experience.

Boston, Ma

Served as a trusted advisor to customers. Led a cross-functional team of Implementation Engagement Managers and Consultants to implement SaaS products. Drove the team’s project portfolio success, employee satisfaction, and team development. Built and fostered executive relationships and acted as an implementation escalation point of contact. • Successfully collaborated with the sales team to align with pre-sales objectives; developed an implementation scope and strategic plan targeting Oncology and Rare Diseases.• Consistently achieved outstanding Customer Success by improving stakeholder engagement and a proactive approach.• Streamlined the customer escalation/resolution process by improving leadership/client messaging, issue management, solutions delivery, and maintaining customer relationships to achieve above-average satisfaction scores.• Directed team leadership, training, and development to maximize team performance; led managers on superior client management and team-building skills.• Forecasted and developed budget, scope, and timelines on the implementation portfolio; optimized resource planning and allocation to deliver implementations on-time and within budget.• Transformed inconsistent implementations by developing and enhancing consistent, efficiency implementation methodology and templates as a standard for teams.Key Skills• Stakeholder Engagement • Cross-Functional Team Leadership • Agile/Scrum Methodology• Relationship Building & Customer Success

Southborough, Ma

Responsible for developing and maintaining a “Best in Class” foundation for delivering a variety of Business Operations Services for the organization. Regardless of the service or team, establishing a platform for client success, risk mitigation, and value realization. In addition, driving collaboration with all internal and external implementation contributors while optimizing operational efficiency. • Operate the critical implementation of the Medicare Advantage Annual Enrollment Period (AEP) and 1/1 Readiness Program utilizing a standardized program management approach• Manage and maintain Service Level Agreements (SLA) for all clients incorporating the developing a tracking tool, understanding contractual obligations and enhancing the technical approach which leads to a significant decrease in the company’s financial penalties. • Launch a formal Issues Management program to measure and communicate the status and trends of the organization’s technical and business issues enabling pro-activity, raising visibility, increasing inter-departmental communication and enhancing institutional learning. • Improve the organizational Capacity Planning and Resource Management processes and tools resulting in optimizing internal and external resource utilization. • Initiate a Vendor Management practice for the organization focusing on building best practices to manage vendor contracts, performance, relationships and risk mitigation providing the ability to forecast vendor spend while improving the vendor throughput.• Through the management and oversight of a cross disciplinary team, drive, develop, test and support customer requested enhancements generating $5 million revenue and achieving the Change Request revenue target for the first time in the company history. Key Skills• Cross-Functional Team Leadership • Agile/Scrum Methodology• Resource Management• Process Improvement• Change Management

Worcester, Ma

Reporting to the CIO, developed and maintained the strategy for the overall delivery of Information Technology projects in accordance with strategic and operational imperatives. Provided project management and business analysis leadership and direction across the organization, from strategic program prioritization to the project planning and execution level. Oversaw the corporate project portfolio, including the introduction and institutionalization of industry best practices for portfolio governance, capacity planning and optimized project delivery and management. • Created and maintained the enterprise project portfolio in harmony with FCHP strategic plans and imperatives. Advanced the Portfolio Governance and provide support and leadership to the C-level Executives.• Worked with IT and business leadership to ensure that all approved projects had resources, were scheduled and were delivered according to plan while incorporating fluctuating priorities and resource availability.• Maintained in-depth knowledge of company's strategic business and technology plans in order to synchronize the IT systems project portfolio with current and future business and technology strategies and objectives. • Developed IT project management and business analysis disciplines including working with Business Unit leadership and project stakeholders to assess project feasibility, scope and priority.• Drove project work to improve key aspects of the project management framework and SDLC for project concept, governance and standards resulting in improved on-time, on-budget and on-scope delivery.• Managed the project budgets for the IT division including program and vendor expense details resulting in $7 - $12 million dollars of capital spend meeting or exceeding expected financial plan.Key Skills• PMO Leadership• Business Analysis• Executive Leadership• Project & Program Management• Budget Oversight & Forecasting• Technical Support | Training

Boston, Ma

Oversaw statewide HIE implementation including budgets, staff supervision, contractor management, and vendor relations/reporting. Created and directed management, strategic, and operational processes supporting procurement, planning, contracting, oversight, and evaluation of federal grant programs• Successfully managed the HIE strategic business unit (SBU) to achieve cohesive, expansive programs.• Built a new vendor selection process to streamline vendor proposal evaluation; selected 21 Implementation and Optimization Organizations (IOO) and 15 Electronic Health Record (EHR) vendors providing 17% discount on average.Key Skills• Technology Solutions Implementations• Vendor Management & Negotiation• Stakeholder Engagement ADDITIONAL PROFESSIONAL EXPERIENCESenior Director, Program & Vendor Management Delivery, Blue Cross & Blue Shield of Massachusetts, Boston, MA: Directed program and vendor management. Managed a $250M technology portfolio and IT Division budget. Achieved 95% projects on-time and budget and met clients’ needs.Director of Technology & Vendor Relations, Blue Cross & Blue Shield of Massachusetts (via Massachusetts eHealth Collaborative (MAeHC), Waltham, MA: Managed the vendor selection process for 75+ proposals. Negotiated $1M+ in Microsoft-granted goods. Deployed EHR systems and HIE networks in 100+ physician practices. Enterprise Systems Executive, Blue Cross & Blue Shield of Massachusetts, Boston, MA: Served on the EVP team. Achieved business goals and 10% increase in customer satisfaction. Director of Technology / Senior Systems Consultant, FleetBoston Financial, Boston, MA: Led a $100M complex project to implement the bank’s first client/server platform and teller system. Network Consultant / Senior Systems Engineer, IBM, Boston, MA: Led support initiatives for all major New England financial services corporations. Earned 4 promotions and 25+ awards during tenure.

Mba, It And Marketing

Activities and Societies: Graduate with Honors

Ba, Biochemistry

Activities and Societies: Independent Laboratory Study