Emily Mance Email & Phone Number

Nederland, Co, Us

Remote

• Successfully assist existing customers grow their clinical businesses by an average of 25% through strategic guidance and identifying growth opportunities.• Manage a portfolio of 50+ mid-market clients, providing strategic guidance and ensuring their success throughout their customer journey.• Develop and execute customized success plans aligned with client goals, resulting in a 95% customer retention rate.• Conducts regular business reviews with clients, analyzing data and metrics to identify areas for improvement and upsell opportunities.• Lead a cross-functional team, including technical support, implementation, and account management, to deliver exceptional service to clients.• Maintained a 95% customer retention rate by establishing deep relationships with customers, understanding their challenges, and providing solutions that meet their goals and maximize their ROI.• Increased product adoption by 40% by providing training, identifying opportunities, and driving customer engagement.• Developed a comprehensive data and analytics strategy for all customer-related metrics, including segmentation, account health, adoption, NPS, and churn, resulting in a 20% increase in customer satisfaction.• Became an industry expert by continuously seeking out and learning industry trends and best practices, resulting in improved customer satisfaction and retention.• Successfully resolves technical issues blocking product adoption, resulting in a 35% increase in customer satisfaction and a 25% decrease in churn.• Provides customers with marketing, industry, and platform best practices.• Proactively addressed leading indicators to mitigate churn.• Maintains an accurate log of activity in the CRM system, ensuring effective communication and collaboration with cross-functional teams.• Partners cross-functionally with Product, Marketing, and Sales to deliver a best-in-class customer experience.• Successfully identifies usage patterns to improve usage and adoption.

• Consults with HP leadership to identify the right wellness program to educate, engage, and activate to achieve health improvement goals• Responsible for developing and maintaining strategic partnerships with customers, by understanding their people and business goals, and partnering with them throughout their journey with our products and services• Consistently applies advanced subject matter knowledge and understanding to solve complex business issues and am regarded as a subject matter expert• Frequently collaborates and contribute to the development of new ideas and methods• Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors• Lead and/or provide and guidance to functional project teams and participates in cross-functional initiatives• Provides direction and guidance to process improvements and establishing policies• Frequently represents the organization to external customers/clients• Works with SaaS platforms• Consults with employers and brokers to develop strategic health engagement initiatives • Leads in the design, coordination, implementation, and evaluation of site wellness programs identifies in the contract SOW and annual Business Plan• Plans and implements wellness programs focused on a variety of areas as determined by need/opportunity; employs a variety of communication and health promotion techniques to facilitate behavior change for participants at each stage of the behavior change process; and provides prevention and wellness counseling• Develops outreach programs, injury prevention and treatment programs, and HFC Health Improvement Programs. Manages day to day operational aspect of all projects and programs. • Performs motivational interviewing to discover key information and life events to understand and help with a solution

Oak Brook, Illinois

• Responsible for the instruction of all therapeutic exercise protocols for patients with musculoskeletal injuries and conditions• Responsible for the application of modalities and functional taping for patients with musculoskeletal injuries and conditions• Responsible for developing new business, growing existing accounts, and meeting sales goals• Maintained technical expertise and product knowledge necessary to make and retain sales• Worked one on one with patient to correct each injury• Gave clear direction and explanations of active care exercises to help with musculoskeletal injuries and implemented exercise modifications when needed• Enhanced the safety of all clients through various rehabilitation programs• Scheduled, organized, and lead Injury Prevention and Treatment seminars • Scheduled, organized, and lead in health-related community events and seminars• Responsible for developing new business, growing existing accounts and meeting sales goals.• Worked with Chiropractic clinics in order to refer clients who needed Chiropractic care that we could not give• Learned the ins and outs with those Chiropractic clinics that we worked with• Focused on enhancing clinic workflow, doctor patient interactions, and patient experience and two ways we did this was by using SaaS platforms via Raintree & Physitrack

Chicago, Illinois

• Managed front desk workers, interns, and substitutes; ensuring that all responsibilities are getting done in a timely manner, oversaw attendance and work performance • Managed Personal Training Program: In charge of submitting PT check payments to HealthFitness, submitted employee training compensation sheets, kept records of personal training tracking, and matched new clients with trainers based on client’s goals and injuries• Strategically grew the personal training program through promotions and marketing resulting in an increase in revenue by 23% and increasing number of recurring clients by 63% • Conducted fitness assessments including blood pressure monitoring, circumference measurements, skinfold measurements, flexibility testing, aerobic endurance, and muscular strength and endurance and advised participants of results • Created individualized workout program designs based on members’ specific needs and goals • Provided individual and group exercise instruction to classes including: HIIT, Bootcamp, Strength Training, Spin, Core, and Self-Myofascial release • Developed original and fun incentive programs for members to participate in; assisted with the development and delivery of various HealthFitness and program specific health improvement programs and promotions • Created and maintained bulletin boards, newsletters, and other marketing communication materials • Executed daily facility tasks including opening and closing procedures, cleaning equipment, new member enrollment process, and maintenance of facility equipment

New Lenox, Il

-Worked one on one with clients to design workout programs for maximum benefit and safety -Maintained a clean, safe, and organized work area by ensuring all safety precautions were followed at all times -Developed and guided individualized workout plans including cardio and weight training -Completed individual comprehensive fitness assessments -Helped clients of all ages and fitness levels improve overall health and well-being-Increased sales revenue by 60% in just 3 months

Chicago, Illinois

-Conducted fitness assessments including: blood pressure monitoring, circumference measurements, skinfold measurements, flexibility testing, aerobic endurance, and muscular strength and endurance and advised participants of results -Created individualized workout program designs based on members’ specific needs and goals -Provided individual and group exercise instruction to classes including: HIIT, Bootcamp, Strength Training, Spin, Core, and Myofascial release -Developed original and fun incentive programs for members to participate in; assisted with the development and delivery of various HealthFitness and program specific health improvement programs and promotions -Created and maintained bulletin boards, newsletters, and other marketing communication materials -Executed daily facility tasks including: opening and closing procedures, cleaning equipment, new member enrollment process, and maintenance of facility equipment

Bloomington/Normal, Illinois Area

- Supervised intramural sports while maintaining a safe work environment by enforcing rules of each game - Ensured each participant and coworker practiced safe athleticism.

Mokena, Il

- Supervised, scheduled, and instructed positive recreational activities for a large group of children between the ages of 4-12- Boosted participants self esteem by creating fun, positive, and challenging activities. Improved the quality of life for all participants through different fitness and nutrition classes, sports programs, and recreational activities.

Orlando, Florida

- Received and processed cash and credit payments for in store purchases. - Clear communication skills aimed at understanding customers' needs and providing friendly and professional customer interactions. - Excellent body language targeted at providing customers with a positive image of the company.

Frankfort, Il

- Led and supervised activities for men's and children's sporting events- Maintained a clean, safe, organized work area by ensuring all safety precautions were followed at all times- Improved the quality of life for all participants through different fitness and nutrition classes, sports programs, and recreational activities