Erica Mancuso Email & Phone Number

Provo, Ut And Seattle, Wa, Us

Qualtrics is a leading software platform that empowers brands to transform insights into actionable strategies to enhance customer experience. As the Professional Services Practice Leader, I am responsible for service delivery outcomes for the healthcare customer unit. My focus is on building a high-quality delivery model that drives improvements in customer satisfaction (CSAT), product adoption, renewal rates, and service profitability. My role as the professional services leader for healthcare continues to evolve as I drive operational excellence and strategic initiatives, positioning our team to exceed customer expectations and deliver exceptional value in the healthcare industry.Key Achievements:Stabilized PX Deliveries: Led the effort to to improve delivery quality, resulting in higher complexity projects and high CSAT; decreasing escalations and minimizing the need for executive interventionStandardized Patient Experience (PX) Offer: Developed and implemented a standard PX offering, reducing delivery times and costs while maintaining high qualityStrategic Staffing and Resource Alignment: Effectively planned staffing to align sales pipeline accounts with the most suitable delivery resources, optimizing team performance and capacity Enhanced Partner Capabilities: With partner delivery managers, led effort to strengthen partner capabilities, ensuring they meet our high standards of service deliveryExpanded delivery practice to include Employee Experience (EX): Currently applying successful PX strategies to the EX domain, continuing to execute and refine our partner strategy

Arroyo Grande, California, Us

Rx Redefined is a seed-stage startup providing a platform for physicians to directly manage the distribution of medical supplies to their patients. As the Vice President of Customer Experience, I doubled the size of our team and led our implementation, customer support, nurse navigation, revenue cycle management, and customer success teams to prepare for exponential growth.

Plano, Tx, Us

nThrive combines technology, analytics, and services to help hospitals and health care facilities improve revenue cycle management outcomes. As part of the service transformation team, I championed client experience transformation initiatives and developed premium service offers that resulted in revenue retention and growth. I led a cross-functional voice of customer research project to identify clients’ priority service elements then wrote a 12-page white paper summarizing findings. This created a compelling business case for investing in Customer Experience and was foundational for transformation initiatives to retain $90M in revenue. Following this research, I launched the company's first-ever voice of customer program using Qualtrics. I used the data and sentiment analysis to identify cross-functional improvement initiatives and led the effort to reduce customer effort improve customer experience at various touchpoints throughout the journey.

New York, Us

Straightaway Health Careers is a start-up incubated by Bertelsmann that prevents shortages for high demand healthcare jobs via a recruiting, e-learning, and retention SaaS product. Part of senior leadership team, I was responsible for the development of overall post-sale client strategy, including implementation, support, account management, and regulatory approvals to drive product adoption, revenue retention, and growth.

Medfusion (part of Intuit between 2010-2013) was the pioneer in the patient portal industry, which laid the foundation for today's patient portals and telehealth companies. I stepped in as the Director of Support following a critical business transaction and was immediately challenged with rebuilding the team. I took CSAT from 40% to 98% and helped improve customer retention. To achieve this, I hired and developed the right talent, implemented the right tools, defined processes, opened new support channels including a revenue generating patient chat program, introduced mitigation strategies, and launched self-service.

Mountain View, California, Us

Intuit acquired Medfusion in 2010. In this role, I drove key scalability initiatives for implementation and training teams in preparation for a partnership that would triple client volume. With our product development team, I defined product requirements for customer facing self-provisioning application to deliver speed to value, including cloning and import tools that that resulted in 80% fewer set-up clicks.

I joined Medfusion as employee #10 and built the implementation, support, and success functions. Though I started as an individual contributor responsible for implementation and ongoing support, I quickly grew into a leadership role where I established and managed the teams that deployed patient portals, trained customers, and ensured product adoption and renewals.

Master Of Business Administration - Mba

Bachelor Of Arts - Ba, Business Administration And Management, General