As a Customer Success Leader with 15+ years of experience in Healthtech startups, identifying customer opportunities and operational areas for improvement. Becomes a subject matter expert on offered products and services, establishing credibility as a proactive and responsive customer partner, and cultivating customer relationships and loyalty as a trusted advisor. Customer Success | Operationscvanhorrick@gmail.comServed as the main point of contact for all aspects of client relationships, owning responsibility for promoting effective digital health solutions and driving customer engagement and utilization. Proven ability to meet and exceed customer growth, retention, renewal, and satisfaction outcomes and streamline operational efficiencies.Augmented operations via working across the enterprise to ensure workflow, outcomes, and user satisfaction benefits were realized by patients and providers and met all established KPIs. Directed strategic business planning, new business development, and administrative programs.Optimized operations and communications by leading the creation and deployment of all national marketing and correspondence initiatives, with a focus on e-prescribing services. Worked cross-functionally to develop best-practice tool sets for client success outcomes.Fostered collaboration partnering closely with enterprise healthcare system leadership to configure, deploy, train, and drive utilization of digital healthcare platforms. Advanced growth opportunities by establishing training programs for healthcare professionals and driving aggressive product and service outreach, deployment, and marketing processes.CORE COMPETENCIES:- Customer Relationship Management- Program | Account Management- Strategic Thinking- Technical | Product Knowledge- Data Analysis & Customer Insights- Stakeholder Engagement- Client Communications- Team LeadershipACCOMPLISHMENTS:- Maintained a 99.8% client renewal rate with a 10% upsell average for assigned book of business.- Ensured 9 - 10 Net Promoter Scores by facilitating customer retention and action plans.- Optimized a $50M book of business by managing national health systems, managed care organizations, and employer clients, focused on growth and retaining client relationships.- Enhanced service delivery by 33% as well as increased operational efficiency by 25%.- Reduced new business support by 10% by driving cross-functional process improvements.Contact me at cvanhorrick@gmail.com for any customer success operations opportunities.