Customer Success Management, Director
CurrentGlobal Customer ServiceCustomer Success Management, Director (Transition from Strategic Client Services Manager) June 2009 - PresentBuild strong long term relationships within the corporate leadership at several strategic Healthcare Systems including Aurora Health, Barnes Jewish Christian, Indiana University Health, Universal Health Services, and Trinity Health. Provide the Healthcare Systems with a trusted advisor and advocate who ensures a high level of satisfaction with all aspects of the business relationship. Partner with Sales to assist customer in establishing a strategic enterprise strategy for the use of Pyxis products. Coordinate internal resources to address and resolve customer issues and use metrics to measure improvement in service and support. Proactively anticipate the needs of the customer due to a background in the healthcare environment. • Saved the business of a 16 facility IDN from going to the competition which enabled CareFusion to secure a 9.6 million dollar agreement• Lead the development of a cabinet implementation strategy for a 76 facility Health Sys• Partnered with Sales in the negotiations of a 25 hospital system agreement• Repaired the relationship with a Health System in Iowa and secured an upgrade agrmnt• Coordinated a 3 facility product trial which helped secure the business for the Health Sys Significantly contributed to a project with Marketing and Contracts to create a system wide contract• Worked with a Wisconsin Health System Contracts Department to address language concerns and then obtained a signature for the entire Health System• Achieved an “Outstanding” performance rating for FY2011. Only 2% of all CareFusion associates receive this performance rating and it must be approved by CareFusion Senior Leadership.
