Heather Bee Email and Phone Number

Proactively drive the ongoing satisfaction for a portfolio of Medidata’s Enterprise, Mid-Market, and MedTech customers focusing on adoption, advocacy and retention, ensuring customer success, growth, and true business value attainment.- Collaborate cross-functionally with Sales, Professional Services, Product, and Customer Support to create the optimal customer journey that produces high satisfaction, platform adoption, and stronger partnerships in a B2B environment.- Establish account governance structure with key internal and external stakeholders, plus lead strategy and program meetings.- Develop and execute success plans to mitigate risks and achieve identified customer outcomes.- Define and analyze key performance indicators and metrics to assess overall customer health.- Advocate as the Voice of the Customer, communicating customer sentiment and requirements, driving issue resolution, and ensuring follow-through on product roadmap.Accomplishments: - Created the Customer Experience Learning Series to enhance customers’ experience with Medidata’s products and services and provide direct access to product SMEs. - Spearheaded an initiative to revamp the entire customer journey by becoming outcomes- focused, resulting in increased collaboration, retention, and growth. - Proactively collaborated with Enablement & Product Management teams on an initiative to directly influence product roadmap and improve the user experience.

Proactively drive the ongoing satisfaction for a portfolio of Medidata’s Enterprise, Mid-Market, and Med Device customers focusing on adoption, advocacy and retention, ensuring customer success, growth, and true business value attainment.- Collaborate cross-functionally with Sales, Professional Services, Product, and Customer Support to create the optimal customer journey that produces high satisfaction, platform adoption, and stronger partnerships in a B2B environment.- Establish account governance structure with key internal and external stakeholders, plus lead strategy and program meetings.- Develop and execute success plans to mitigate risks and achieve identified customer outcomes.- Define and analyze key performance indicators and metrics to assess overall customer health.- Advocate as the Voice of the Customer, communicating customer sentiment and requirements, driving issue resolution, and ensuring follow-through on product roadmap.Accomplishments: - Created the Customer Experience Learning Series to enhance customers’ experience with Medidata’s products and services and provide direct access to product SMEs. - Spearheaded an initiative to revamp the entire customer journey by becoming outcomes- focused, resulting in increased collaboration, retention, and growth. - Proactively collaborated with Enablement & Product Management teams on an initiative to directly influence product roadmap and improve the user experience.

Guided clients through the implementation and deployment of Parexel’s eClinical technology solutions while striving to maximize product use to improve clients’ business processes and increase productivity and satisfaction.− Provided functional consultancy and analysis through workshops to understand clients' business requirements to create optimum solution setup and deployment of IMPACT® CTMS.− Delivered training to internal and external clients, including new release overviews and knowledge transfers. − Collaborated with Project Management, Business Analysts, Product, and Validation teams to oversee the scope and timelines, mitigate risks, and establish creative solutions to meet clients’ business requirements.− Performed system configuration, testing, and troubleshooting.− Assisted with Installation Qualification and Operational Qualification, overseeing change management, and developing User Acceptance Testing scripts and requirement specifications.− Served as a Subject Matter Expert and functional liaison between technical teams and clients.− Proactively identified and recommended opportunities for process improvements and system enhancements.Accomplishments: − Successfully implemented a highly visible flagship project, leading to the establishment of a strategic client partnership and blueprint for future projects.− Improved the implementation process for new and existing technology solutions by developing manuals, delivering trainings, and establishing a change management process, which increased quality, productivity, and customer satisfaction.

Developed and administered trainings to ensure Clinical Operations and Project Management staff performed their relevant duties during clinical trials in compliance with ICH-GCP, SOPs, and regulatory requirements.− Training programs included on-boarding, good documentation practice, quality control, SOPs, informed consent process, and introductory clinical trials courses.− Supervised the Business Communications Department.− Helped develop and manage the company’s intranet SharePoint site.− Assisted with CAPAs, sponsor audits, and internal audits.Accomplishments: − Created on-boarding initiatives, a mentor program, and departmental training programs. − Spearheaded a campaign to digitize various training programs.

Digitized the first time setup and transfer of 1500+ accounts into Salesforce.− Implemented marketing strategies and campaigns to increase clientele.− Responded to client inquiries while providing outstanding customer service.− Acted as the liaison between various marketing and database vendors.Accomplishments:− Increased clientele by 105%.

Developed and delivered worldwide virtual and face-to-face process and systems training to Clinical Operations and Project Leadership staff. − Trainings included IMPACT® CTMS, eTMF, system interfaces, documentation, timelines tool, on-boarding programs, team essentials, and financial management of clinical trials. − Managed training schedule and assessments.− Served as training representative in monthly upper management meetings. Accomplishments: − Recognized as a top trainer.− Led a campaign to revamp on-boarding programs. − Developed a quality management training program.

Supported protocol implementation and ICH-GCP compliance for worldwide phase II/III clinical trials through the study lifecycle.− Trained study teams and assisted with resourcing and budgeting.− Analyzed and reported study status and monitoring activities using daily reports and planning tools. − Subject Matter Expert for multiple products/solutions.− Managed Service Desk as IMPACT® CTMS Subject Matter Expert to troubleshoot end user issues.− Set up and maintained project documentation, systems, and tools.Accomplishments: − Received top client satisfaction scores. − Proactively became a Subject Matter Expert in multiple systems and tools.

Assisted with the execution of early phase clinical trials on human subjects with type I & II diabetes and obesity involved in cardiometabolic research studies. − Trained new site personnel.− Performed clinical trial procedures in accordance to ICH-GCP and protocol guidelines. − Assisted with quality control of source documents and performed data entry. Accomplishments: − Enrolled in Spanish courses to better communicate with research subjects and colleagues, resulting in increased rapport and trust.

Analyzed psycholinguistic and brain imaging data to support studies of how sign languages affect cognition.− Trained all new personnel and student workers. − Recruited and tested research participants for behavioral studies. − Maintained a database of over 800 research subjects. Accomplishments: − Published research publications.− Digitized research subject database.