Led hiring, day-to-day operations, mentoring, goal setting, career development, and performance management of all US customer experience representatives for the Monocl business unit. Drove goal fulfilment, revenue retention and expansion of customers. Guided, maintained and implemented best practices. • Transformed US customer success team responsible for outcomes throughout customer’s lifecycle for 150+ accounts, accounting for approximately $10M in annual recurring revenue, scaling… Show more Led hiring, day-to-day operations, mentoring, goal setting, career development, and performance management of all US customer experience representatives for the Monocl business unit. Drove goal fulfilment, revenue retention and expansion of customers. Guided, maintained and implemented best practices. • Transformed US customer success team responsible for outcomes throughout customer’s lifecycle for 150+ accounts, accounting for approximately $10M in annual recurring revenue, scaling from four customer success managers up to eight in first six months.• Established and scaled global customer support and product training teams for business unit, having seen strain these responsibilities put on customer success managers who previously owned these functions, thus elevating operational efficiency. • Initiated and executed over 5 cost-saving/retention-improving projects, showcasing agility and strategic thinking in a matrixed organization. Show less

Managed hiring, onboarding, day-to-day operations, mentoring, goal setting, career development, and performance management of a team of customer success managers while maintaining responsibility for retention of global portfolio of pharmaceutical and medical device companies all within the Monocl business unit.• Managed a $3M book of business while simultaneously building and managing team of customer success managers• Revamped customer support strategies and processes… Show more Managed hiring, onboarding, day-to-day operations, mentoring, goal setting, career development, and performance management of a team of customer success managers while maintaining responsibility for retention of global portfolio of pharmaceutical and medical device companies all within the Monocl business unit.• Managed a $3M book of business while simultaneously building and managing team of customer success managers• Revamped customer support strategies and processes, significantly enhancing overall customer experience, as demonstrated by 30% improvement in NPS survey results Show less

Responsible for global portfolio of pharmaceutical and medical device companies as part of the Monocl business unit. Leveraging my biomedical background, provided application training, strategic advice, and guidance during and post-onboarding, while managing overall Monocl relationship. • Drove platform adoption and ensured customers within global portfolio of pharmaceutical and medical device companies received value in service.• Successfully retained over 90% of customers in a… Show more Responsible for global portfolio of pharmaceutical and medical device companies as part of the Monocl business unit. Leveraging my biomedical background, provided application training, strategic advice, and guidance during and post-onboarding, while managing overall Monocl relationship. • Drove platform adoption and ensured customers within global portfolio of pharmaceutical and medical device companies received value in service.• Successfully retained over 90% of customers in a challenging business environment, surpassing anticipated quota for the role.• Supported launch of over 20 new platform features, including creation of support articles, internal customer success team training, and general long-term guidance as part of Launch Team. Show less

Provided detailed forecasts and strategy for continued growth of e-commerce sales. Directed implementation process of new contracts with new/existing customers.• Led successful projects for four private equity portfolio companies, reducing implementation timelines by nearly 200% leveraging lessons learned during my time as Project Manager• Supervised 12 unique projects, leading a team of six Project Managers, contributing to a company-wide re-evaluation of best practices in… Show more Provided detailed forecasts and strategy for continued growth of e-commerce sales. Directed implementation process of new contracts with new/existing customers.• Led successful projects for four private equity portfolio companies, reducing implementation timelines by nearly 200% leveraging lessons learned during my time as Project Manager• Supervised 12 unique projects, leading a team of six Project Managers, contributing to a company-wide re-evaluation of best practices in implementing new customers. Show less

Responsible for establishing and maintaining new and existing accounts in my territory through the development and growth of regional resources and opportunities.• Managed $6M of company revenue in the Western Massachusetts market.• Managed team of 20 scribe managers and 200+ scribes in a high-turnover industry.• Despite high-turnover industry and challenging region, maintained a stellar 98% client retention rate during time in role through the establishment of strong client… Show more Responsible for establishing and maintaining new and existing accounts in my territory through the development and growth of regional resources and opportunities.• Managed $6M of company revenue in the Western Massachusetts market.• Managed team of 20 scribe managers and 200+ scribes in a high-turnover industry.• Despite high-turnover industry and challenging region, maintained a stellar 98% client retention rate during time in role through the establishment of strong client relationships and thinking outside the box. Show less

Managed complete project life cycle of new client implementations. Assisted with electronic health record (EHR) software go-lives at health centers, hospital, and clinics of varied medical settings including emergency, inpatient, and outpatient.• Successfully implemented seven medical scribe programs for new clients over the course of 18 months, averaging 2.5 months per implementation (compare to company average of 3.5 months)

Led team of clinical information managers and managed medical legal documentation for physicians for high-volume emergency department at level I trauma center.• Increased physician productivity by 120%, leading to greater number of patient visits per shift while improving patient satisfaction all by decreasing physician documentation burden.