Christina Baxter Email and Phone Number

Program management of Fortune 500 and Mid-Market Red Accounts, Salesforce’s highest point of escalation for critical customer issues. Collaborate with account executives, customer success managers, renewal managers, sales operations, and executive leadership on issue resolution. • Achieved 94% AOV save rate by productively partnering with account teams to resolve issues through strategic customer success and professional services engagements.• Significantly improved customer sentiment and trust through effective collaboration with internal technical resources to diagnose the root causes of issues and develop remediation action plans.•Analyzed data and developed insights and recommendations to minimize future risk. •Accurately communicate attrition risk, project status, and resolution to Salesforce C-Level executives.•Direct escalation projects driven by product, implementation, adoption, and economic risk factors.•Provide education and training on Red Account program to cross functional teams, expanding scope and partnership.

Facilitated long-term customer success and satisfaction through the establishment of strategic relationships with assigned higher education customers. Advised customers in all phases of their journey with Ellucian solutions. •Drove a 10% increase YoY in multi-year renewals by proactively identifying renewal opportunities within region and partnering with Renewals Manager to introduce multi-year contracts into the negotiations.•Maintained 99% renewal rate and growth on accounts representing approximately $25M in revenue. •Revived customer relationship and successfully negotiated a multi-year renewal by collaborating with cloud infrastructure team to provide enhanced monitoring and improve site stability, gaining back customer trust and satisfaction.•Founding member of the Ellucian Collaboration Hub, a cross-functional collaboration of product, sales, service delivery, and strategic customer success teams to the California Community College system. •Drove customer retention, risk management, product adoption, business change management, and expansion through effective communication with customer influencers and decision-makers.

Supervised the activities of 15 Account Managers and Business Consultants responsible for the entirety of Enwisen Human Capital Management (HCM) Software as a Service (SaaS) installed customer base, representing approximately $10M in revenue. Lawson Software was acquired by Infor in July 2011.•Served as the escalation point for customer concerns and complex projects. •Trained and mentored a remote team of Account Managers and Product Consultants on the full HCM product line. •Promoted company offerings to ensure product adoption, renewal, and growth of HCM product suite.

Drove customer projects and imparted best practices for the full suite of Enwisen HCM SaaS product line (Knowledge Base, Case Management, Onboarding, and Total Rewards Statements.) Enwisen was acquired by Lawson Software in December 2010.•Managed complex, full-suite HCM customer relationships for Fortune 500 companies, while striving for 100% retention and identifying upsell opportunities. •Initiated updates to client sites in conjunction with technical web consultants and developers.

Served as benefits administrator, successfully implementing insurance carrier change representing nearly $1M in savings for the plan. •Managed health insurance enrollments, terminations, invoice reconciliations, and prepared cost analysis of health insurance claims liability. •Prepared written communication and delivered comprehensive presentations to diverse groups of employees. •Directed administration of workers’ compensation program and served as the point of contact for employees, TPA claims examiner, and occupational health providers. •Administered HRIS database (SAP) including organization management and tracking employee actions.

Managed all aspects of self-insured workers’ compensation program for an 850-employee non-profit corporation. •Realized double-digit increases in premium refunds due to successful return-to-work program implementation. •Data analysis and reporting on quarterly and annual outcomes.•Contract maintenance for Independent Contractors within the agency. •Member of the agency-wide Safety Committee and Community Relations Committee.

Responsible for managing weekly new hire benefits orientation and processed enrollments and status changes for self-insured health plan, flexible spending plans, 403(b) plan, and other plan options.•Provided customer service to employees regarding all aspects of the employee benefits package.•Ensured compliance with HIPAA and ERISA regulations including COBRA notifications and Form 5500 filing.•Promoted to Human Resource Specialist in July 2003.

Triaged incoming calls and facilitated referrals to appropriate mental health network providers. Maintained database of network providers by location and specialty. Facilitated provider relations and ensured all files and recredentialing were complete. Ensured network provider bills and payments were accurate with appropriate supporting documentation. Managed semi-annual utilization report generation. Implemented modern software solutions for North East client data management.

Responsible for intake and expedition of Employee Assistance Program referrals while fielding a high volume of in and out-bound calls. Promoted to coordinate Special Handling Unit. Documented and confirmed medical and mental health appointments for urgent and emergency cases. Assisted members with referrals, claims inquiries, and explanation of benefits. Worked closely with Eligibility Technicians to determine benefits eligibility. Conducted training sessions during AS-400/CIMS computer system upgrades and served as back-up to Corporate Trainer for new employee training and orientation.