Hartley Pearson Email & Phone Number

Remote

• Develop strong relationships with customers and be their trusted partner for product implementation, ongoing management, issue identification & resolution• Outline & create the Customer Success Manager role playbook• Build SOP documents for Customer Success function development• Create a platform for Product Development & Customer Success to communicate enhancement opportunities• Represent the voice of the customer & streamline customer feedback to the company divisions• Provide input on core product, marketing, & sales process to increase software renewals/expansion• Lead online & face to face onboarding, education, & demos to educate customers• Develop onboarding & support materials, build a knowledgebase support portal• Collect, track, & generate reports on customer usage & ROI measurables• Develop & execute customer success plans, including monthly & Quarterly Business Review/QBR meetings, produce & deliver customer activity reporting, & customer value reporting• Manage customer complaints according to quality & regulatory requirements• Provide excellent support to customers via email, phone, & chat • Manage ZenDesk ticketing platform along with internal reporting & communication development

Colorado

• Responsible for customer success at the department level for enterprise accounts totaling $2.5 million in annual revenue • Manage & oversee the development path of 1 direct report• Partnering with customer executives to allow for optimization of the WaveMark supply management & workflow solution software• Develop customer success strategies through ongoing analysis & review of trending at the Enterprise, Regional, & Department level for effective visibility into customer’s data• Collaborate with the Sales team to develop optimal customer experience & identify expansion & renewal opportunities• Oversee all program planning with internal & customer teams to facilitate successful pre-implementation discussions as well as post-installation adoption• Build & present Quarterly Business Reviews for Enterprise, Regional, & Department level discussions to ensure successful ROI• Build & report monthly scorecards on top metrics for customer leadership• Work closely with other teams in the organization to identify, build, & implement Standard Operating Procedures• Partnering with the customer to standardize end user workflows & implement the changes successfully• Manage multi-department contracts for an IDN• Track & manage enterprise & department level issues to ensure timely solutions for the customer• Direct WaveMark implementation teams for various departments of hospitals including Cath labs, IR, GI, Materials Management, OR, etc• Train executives, materials management, financial, & clinical staff on WaveMark• Oversee internal & external interface teams to allow for proper configuration with various software applications• Provide remote support for customers including troubleshooting issues with hardware & software applications as well as ongoing training

Denver, Colorado

• Manage healthcare accounts across the U.S. to ensure the adoption of CIMS' RFID, Two-Bin Kanban, & Barcode tracking inventory management software solution• Manage CIMS software implementation team for various departments of hospitals including Cath labs, IR, GI, Materials Management, etc. • Continuous management & oversight of best practices on Legacy Accounts• Train materials management & clinical staff on CIMS best practices• Effectively provide ROI data to CIMS customers• Work closely with internal & external Interface teams to allow for proper configuration to various healthcare applications• Work closely with the Sales team to allow for optimal customer experience & support expansion/renewal strategy• Facilitate the integration project between CIMS & Epic Cupid software• Provide remote support for customers including troubleshooting issues & additional user training• Conduct Quarterly Business Reviews for Regional & Department level discussion to ensure ROI • Conduct Smart Par Reviews• Consignment reviews, Barcode booklets, & data uploads

• Continue implementing best practices with Legacy Accounts• Manage new accounts to ensure the adoption of CIMS• Implement CIMS software in Cath Labs • Train materials management & clinical staff on CIMS• Provide reliable data to customers, conduct Quarterly Business Reviews & Smart Par Reviews• Effectively provide ROI data to CIMS customers• Consignment reviews, & Barcode booklets• Provide remote support for customers including troubleshooting issues & additional training• Facilitate the integration project between CIMS & Epic Cupid• Leverage analytics to determine the inclusion criteria for a 3PL

Gunnison, Co

• Implement technology solutions to clinical workflow• Meaningful Use Attestation Coordinator: Obtain Federal Funding• Build documentation templates and order sets for clinicians• Train physicians and other staff on clinical applications• Manage Ad hoc Reports for all staff: Item Master reports • Financial reports • Clinical reports• Financial Software Support• Help Desk Support: Healthcare software • Miscellaneous IT needs• Maintaining Servers: EHR Servers • Exchange Server • Active Directory • RTF Server • RDP Server

Fairhope, Alabama

• Support Representative for Physician Applications of CPSI• Primary Implementation Representative for Physician Applications nationally• Best Practices Consultant for Hospital Staff with the CPSI EHR System• Help Desk Support for all physician application needs nationally• Build documentation templates and order sets for clinicians• Train physicians and other staff on clinical applications• Software testing for patches and upgrades• Create work requests for programming corrections

Montgomery, Alabama

Researched various 1960’s architecture in the city of Montgomery Interviewed architects in the cityDeveloped an architectural presentation to represent the research Exhibition displayed at Old Alabama Town in September 2011