Heather Davis Email & Phone Number

Portsmouth, Nh, Us

Philadelphia, Pennsylvania, Us

I led a comprehensive organizational strategy focused on growth and structural redesign, implementing operational solutions to enhance customer value and expand product offerings. This included launching new business verticals and establishing the Professional Services and Support Operations Department, resulting in a 65% revenue increase and fivefold growth in Professional Services revenue, with a GARR of $6.7M.I managed a global team that expanded from 2 to 15 members, supporting clinical, financial, and operational outcomes in Digital Research and Diagnostic Pathology. I developed a tiered support business model, reducing churn by 50% to maintain a steady 5% rate. Technological improvements, such as software deployments on AWS and Azure, remote access tools like Imprivata SecureLink, and call center systems like GoToConnect, contributed to achieving 100% satisfaction on ticket surveys for Q3 and Q4 2023.My "people first/one team" philosophy fostered a customer-first culture, establishing me as a trusted leader. I created training programs for customers and internal teams, developing SOPs in compliance with regulatory standards, including FDA, IVDR, GXP, GLP, and GMP. Implementing data-driven processes and KPIs significantly improved customer satisfaction and support efficiency, contributing to sustained recurring revenue.In support of Sales Operations, I completed RFPs, defined the scope for Professional Services, and negotiated SLAs and SOWs, driving strategic growth and enhancing customer retention.

Peabody, Massachusetts, Us

I provided comprehensive support for a suite of product offerings focused on clinical, financial, and operational outcomes in critical hospital areas such as operating rooms (ORs), post-anesthesia care units (PACUs), and intensive care units (ICUs), with a strong emphasis on enhancing patient safety and experience. In this capacity, I managed the forecasting and target attainment for support departments, overseeing a profit and loss (P&L) of approximately $24M across a global team of 27 professionals.A key part of my role involved promoting a patient-focused culture by working closely with research and development (R&D) teams to evaluate and prioritize engineering efforts. I also implemented a transformational strategy for support services, which emphasized proactive customer engagement, identifying upsell opportunities, and driving contract renewals. Additionally, I provided leadership escalation for critical incidents and managed processes for over 600 global customers, ensuring 24/7 support coverage.

Peabody, Massachusetts, Us

I maintained the highest levels of client satisfaction, revenue, and profitability by standardizing department processes and procedures, as well as developing comprehensive project plans for each team that provided immediate visibility into deliverables. I was accountable for managing $7M in revenues, reducing project backlog by 25%, and leading a team of 20 while achieving an 85% utilization rate. Additionally, I created accelerated implementation plans, which reduced time-to-market by 63% and significantly improved forecasting accuracy.In fostering a collaborative and trusting work environment, I promoted continuous learning through coaching and by setting clear objectives. I developed and implemented profitable growth and expansion strategies, not only with external customers but also by branching into Harris business units. This approach contributed to reducing community hospital implementation times by over 35% through the creation of accelerated plans. I also authored plans, budgets, policies, and procedures that consistently met customer satisfaction and revenue goals.As a dedicated customer champion, I ensured follow-up communication and effective issue management, consistently meeting contractual obligations and maintaining the highest levels of customer satisfaction.

Burlington, Ma, Us

I led the full suite of CAPD products, providing strategic direction to five departments to deliver innovative global solutions. My role involved managing new market expansions, ensuring documentation excellence, and incorporating clinical guidance through AI. I was responsible for defining the product vision, strategy, and roadmaps while aligning with stakeholder and executive leadership expectations for product revenue. By conducting in-depth research on market trends and competitive analysis, I developed comprehensive market requirements for the products.Collaboration across departments such as Sales, R&D, Customer Support, and Professional Services was a key part of my responsibilities, enabling seamless execution of product strategies. I also oversaw the Customer Advisory Board (CAB), transforming their feedback into future product roadmaps. Through active engagement with Customer Success teams, I gained insights into customer pain points and used that information to enhance product offerings. Additionally, I guided global teams in the US and India in adopting Agile methodologies, ensuring efficient project execution and product delivery.

Peabody, Massachusetts, Us

I directed three departmental teams to deliver global solutions that enabled rapid and sustained clinical, financial, and operational results in acute care hospital areas. This role involved managing global partnerships and ensuring compliance with domestic and international regulatory standards for medical devices, including requirements for Meaningful Use. Through these efforts, I successfully increased sales by 30% following the implementation of a new B2B software solution. Additionally, I was appointed by Harris leadership to advise on an acquired company's challenges in delivering software. I provided guidance on implementation processes, best practices, and executing work in progress (WIP).I also prioritized projects based on their business and customer impact while maintaining close communication with Customer Success teams to ensure alignment with customer needs. My involvement extended to assisting in the design and implementation of user interfaces, with a focus on workflow and system design principles. Furthermore, I participated in key regulatory processes, including the ISO 14971 Audit and Health Canada Inspection, to ensure adherence to necessary standards.

Peabody, Massachusetts, Us

I was recognized for bringing a million-dollar investment-winning idea to life by leading organic initiatives focused on medical device product and design support innovation. These initiatives spanned across revenue recognition, product management, project management, sales, and support, all executed with the collaboration of both international and domestic teams. As the Technical Leader, I established a Technical Review Team that worked closely with Engineering to provide estimates and make informed decisions on new releases and solutions, ensuring easier implementation, upgrades, and ongoing support.In collaboration with technical staff and hospital clinicians, I played a pivotal role in developing a well-rounded product called “Hawkeye.” Additionally, I architected the HL7 interoperability strategy, which expanded interface offerings and significantly reduced implementation times, further enhancing the efficiency and usability of the product.

Peabody, Massachusetts, Us

I oversaw Clinical Process Consultants, Technical Project Leads, Training, and Technical Deployment teams, playing a critical role in driving organizational success. Through the introduction of new offerings, I achieved a 200% increase in revenue, increased utilization from 25% to 85%, and reduced impregnation time by 20%. My role required close collaboration throughout the software development life cycle (SDLC) with Product Management and Product Development leaders to scope new features for product releases, testing strategies, and deployment plans.I led implementation teams across multiple product lines, including Patient Tracking, OR Manager, Anesthesia Manager, PACU Manager, and Critical Care Manager. In addition, I developed strategic alliances that ensured the high-quality delivery of medical device drivers, further contributing to the success and reliability of the products.

Peabody, Massachusetts, Us

Reported to VP of Professional services to lead technical implementations across code lines: ED Pulsecheck, OR Manager, Anesthesia Manager, PACU Manager, Critical Care Manager, government and commercial clients. Standardized processes, created best practices, and worked with other departments to ensure product accuracy and quality. Worked with leadership to redesign process and workload evaluations, contributing to a 14 point improvement in KLAS ranking, 25% improvement in issue resolution time, and faster implementation resulting in reduction in backlog.• Managed team of 12 Technical leads• Responsible for overall planning, execution, and success of complex technical projects fundamental to Picis success• Forecasted revenue for the Technical Project teams for current and upcoming implementations• Assisted implementations for Picis High Profile accounts• Worked with Development, Product Management and Quality Assurance on Picis CareSuite products

Peabody, Massachusetts, Us

• Provided Leadership for the team of Technical Project Leads during implementations and upgrades • Responsible for the overall planning, execution, and success of complex technicalprojects that are fundamental to Picis success.• Forecasted revenue for the Technical Project team for current and upcoming implementations. • Assisted in implementations for Picis high profile accounts• Managed multiple project plans, project teams and deliverables simultaneously• Worked with Development, Product Management and Quality Assurance on Picis suit of products.

Peabody, Massachusetts, Us

• Assisted Project Manager with the technical side of the project plans, communicates progress reports, ”After Action” reports, end-of-project reports and follow-on action recommendations• Managed the overall progress, use of internal resources and initiates corrective action where necessary for the technical side of the project• Managed technical risks, including development of contingency plans, and ensures appropriate mitigation is in place• Reported to the Technical Project Management Manager as appropriate, reports exceptions and seeks direction as required• On site for the key project milestones (Kick Off, Testing and Activation)• First level of technical support while on site. Works with Technical Support teams at Picis when necessary• Participated on the project regular conference calls along with the rest of the Implementation Project Team• Worked with Picis Product Management and Picis Software Project Management to coordinate deployment and delivery plans, including tools for new releases

Associate’S Degree, Management

Bachelor’S Degree, Computer Engineering