Harm Hoekstra Email and Phone Number

As the Head of Customer Success at Vitestro, I oversee a multifaceted team dedicated to ensuring the seamless integration, optimal utilization, and ongoing technical support of our innovative blood draw device in healthcare institutions worldwide. Key responsibilities include:- Leading the onboarding process for new customers, providing comprehensive technical support and training to ensure successful deployment and integration of the Vitestro device into existing workflows.- Developing and implementing strategies to maximize technical proficiency and user satisfaction among customers, driving adoption and utilization of the Vitestro solution.- Serving as the primary technical point of contact for customer inquiries, feedback, and support requests, providing expert troubleshooting assistance and guidance to address any technical challenges or issues.- Collaborating closely with sales, marketing, and product development teams to gather customer feedback, identify technical requirements, and drive continuous improvement of the Vitestro device.- Providing ongoing technical guidance and support to customers, offering proactive maintenance, software updates, and technical expertise to optimize their experience with the Vitestro solution.

Interim Marketing and Communication for Vitestro, including - Lead Marketing Strategy, Product Launch and Branding efforts- Copywriting for press releases, news articles and publications- Expand customer engagement through Social Media strategy- Implementation and management of HubSpot CRM

Consulting projects for startup companies and corporations in the Life Sciences industry, supporting Go-To-Market strategies, New Product Introductions, Project- and Change Management, IT-/LIS integration and Customer Onboarding/Implementation strategy.

Build new value offers for diagnostics instrumentation/automation products by launching clinical and workflow services helping customer’s improve operational and clinical efficiency, transitioning from product-focus to solution delivery by focusing on customer KPI’s (e.g. education, LEAN workflow, and clinical practices services). Lead the Customer Experience team and strategy to deliver improvements across the business using holistic Voice Of Customer insights and NPS measures driving change to products and business processes.- Successfully developed LEAN-based (consulting) services programs to deliver sustained operational efficiencies to customer’s diagnostic laboratories. - Developed Key Performance Indicator (KPI) management systems, and digital dashboards for critical operational metrics- Led Product- and Marketing managers in developing marketing and strategic launch plans, including upskilling of resources.- Delivered new technology and analytics platforms for customer insight capture and analysis across the global business, enabling data-driven decision-making and delivering improved customer understanding.- Delivered Customer Experience improvements for BD's global diagnostics business improving customer growth, loyalty, and product upgrades. Enhanced new products through customer needs assessments and ‘product experience pilots’.

- Delivered cross-regional, cross-functional multi-year strategy for Professional Services, driving a comprehensive and cohesive approach to commercialization of regional clinical and workflow expertise.- Led integration of Medical Affairs and Commercial teams into the COE for Clinical & Workflow services, working with Legal and Compliance teams to align commercial resources with compliant delivery of value.- Established the BD process and framework for new services launch following new product introduction best-practices, including market research, design, development, piloting, commercialization, and KPI monitoring.- Launched LEAN Workflow Optimization Services for BD Kiestra™ Solutions , leveraging workflow enhancements to deliver improved TAT/productivity and customer satisfaction.- Defined standardized global project management programs, tools and technologies, improving organizational effectiveness and customer satisfaction

Improving automation (large capital equipment) customer buying- and implementation processes through assessing of automation best practices (VOC, market research and KOL insights) and standardizing of delivery/installation methodologies (Customer Journey Maps and Kaizen workshops), defining the ‘BD way’ of delivering automation across automation, diagnostic instruments, software and services. Built new capabilities to improve how BD delivers diagnostic instrumentation/automation, resulting in increased win-rates, reduced time-to-automation-impact and better CSAT.Impact:- Developed and launched a new global commercial customer delivery framework for large diagnostic instrumentation & automation to streamline the customer’s buying-, and implementation processes >Won coveted BD’s CEO Excellence award for customer and business impact >Standardized as the new ‘BD way’ of delivery for complex capital equipment (inc. automation) >Win rate increased by 100%, sales velocity improved by 50+ days and improved customer satisfaction (NPS)- Led global Healthcare Consultant (HCC) team, rolling out internal LEAN training programs: Establishing LEAN skills, knowledge and practices across multiple regions, and driving continuous improvement initiatives.- Developed of a standardized commercial and instrument implementation toolkit for all customer facing functions across the global organization, shortening implementation timelines (reduced by 30%) and strengthen automation impact.- Successfully introduced innovative value-added programs such as Change Management program for customers. - Increased customer Net Promoter Scores (NPS) by enhancing experiences through a deep understanding of customer needs, and delivering exceptional customer service, resulting in improved customer loyalty and satisfaction.

Expanded role to lead the overall automation team across the US region focused on delivery of automation to all diagnostic customers. Implemented best-practices, KPI management systems and installation framework – driving improvement of ‘time to impact’, overall customer satisfaction and effectiveness of project delivery. - Successful delivered first total microbiology automation solutions in US and Canada, establishing automation KOL’s to drive further growth >Managed multiple concurrent implementation projects of $10m+ revenue each >Recipient of BD Diagnostics Presidential award for Growth (2013)- Actively led end-to-end automation customer lifecycle, including pre-sale consulting, implementation, and customer success delivery, ensuring customer satisfaction with achieving their automation business case and on-target revenue.- Managed customer-facing, field-based resources: Project-, IT-, Installation- and applications professionals focused on the delivery of automation implementations in the US, driving successful project outcomes and customer satisfaction.- Marketing and selling of capital automation equipment in the US and Canada, including speaking engagements and customer solution proposals, contributing to increased brand awareness and direct revenue growth.- Led cross-functional teams to improve automation products, directing manufacturing, R&D, marketing, and field service on product changes and upgrades, ensuring timely delivery of new products/software to customers

International, customer facing role responsible for large diagnostic automation delivery across pre-sale, implementation and go-live (Average automation deals >$3m). Coordination of all customer-facing interactions for large cross-functional teams across R&D, IT, applications, workflow specialists and field service – ensuring on-time delivery of automation projects aligned to customer expectations and business cases.- Successfully led 30+ cross-European automation implementations (2008-2013). - Relocated to the US in 2013 to establish and lead North American automation teams across IT, Applications, Education and Project Management.- Focus included on three pillars of technology, organizational change management and process improvement to maximize automation impact.- Inclusive of New Product Introductions across the diagnostics space, e.g. automated plate reading software, inoculation automation and IT-hardware upgrades.

International, customer facing role responsible for large diagnostic automation delivery across pre-sale, implementation and go-live (Average automation deals >$3m). Coordination of all customer-facing interactions for large cross-functional teams across R&D, IT, applications, workflow specialists and field service – ensuring on-time delivery of automation projects aligned to customer expectations and business cases.- Successfully led 30+ cross-European automation implementations (2008-2013). - Relocated to the US in 2013 to establish and lead North American automation teams across IT, Applications, Education and Project Management.- Focus included on three pillars of technology, organizational change management and process improvement to maximize automation impact.- Inclusive of New Product Introductions across the diagnostics space, e.g. automated plate reading software, inoculation automation and IT-hardware upgrades.

Managing multiple complex, multi-million dollar automation projects throughout Europe, helping clinical laboratories increase productivity, efficiency and quality through the introduction of innovative and new automation technologies for laboratories.

Seconded to both German (1/2 year) and England (1/2 year) for the hands-on implementation of automation in laboratories with responsibilities in development of IT/mechanics of the system and the management on-site of the project. Day-to-day tasks included training, guidance, project communication and customer liaison.- Development of software applications to enhance lab workflow- Lead development/adoption of image recognition software development for automated colony recognition

R&D lead for machine vision and machine learning applied to automated recognition of microbiology organisms on petri-dishes.- Developed automated software toolkit for customers to build machine learning scripts for their pathology needs- Lead LIS integration for batch release of results