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Executive Leader of the Customer Success Management team, supporting customers through renewal management and negotiation, development of customer engagement while driving product adoption, usage, and growth from the platform and services. I executed change management from a customer service focused team to a growth focused team in 9 months’ time, transforming a strategic team focus, executing a 99% customer retention rate Q over Q. I built up people, culture, business strategy, customer experience and execution leading to positive outcomes, reaching the overarching goals of the business and its customers. Created and managed KPIs with Sales & Renewal Management, warrantying the most effective path to success with expert communication and engagement in key customer activities and events. Additionally, I succeeded in securing cross functional collaboration, with all functional areas, aligning the field go-to-market strategy for new and existing customers across the customer journey while utilizing technology and process to drive consistency, repeatability, and scale.

In charge of Clinical Customer Success Teams leading renewals management and negotiations, growth and customer experience, using data at the core of clinical digital transformation. I launched and scaled a Reference Program contributing increased close time of deals by 30 days while executing on a 98% customer retention rate and increased renewal rates by 15% over 2 years. I transformed a tactical Customer Success Team into a clinically strategic team overperforming measurable KPIs focused on targets for growth, retention, satisfaction and engagement. Created an aggregated platform across multiple clients into cohesive strategies for increasing engagement, retention and growth while translating product feedback with customers and internal stakeholders.

Global Leader of the SmartBear Customer Retention Strategy, driving customer outcomes, accelerating renewal rates while expanding revenue through upsell/cross-sell. I built, directed and optimized the Global Customer Success team and established Global Onboarding Program that increased customer net retention over 3 points per year. My teams executed all education programs through SmartBear Academy driving customers to onboard and expand globally, 20% YOY growth. I launched the 1st and 2nd SmartBear Connect User Conference bringing global customers together to collaborate on Software Development and Testing. Additionally, I launched and drove a Net Promoter Program for all product lines to scale.

I led and optimized the Global Customer Success Team’s strategic direction and retention of customers and strategic partners for the Harris Healthcare vertical. I generated upsell opportunities by leveraging existing customer successes to maximize account and revenue growth and build future pipelines aligning with existing customer revenue target objectives. I extended multi-year contracts through conceiving a customer renewal strategy pushing results. I coached the teams by culture, respecting country nuances as an international mentor.

I directed strategic growth and customer management for the largest health systems in the nation with over 21 software solutions supporting Revenue Cycle and Analytics. I motivated customer teams to product adoption and expansion and complex renewal negotiations of business solutions, including revenue cycle, analytics, medical coding, perioperative, critical care, emergency department and workflow optimization solutions. Along my long journey at Optum, I inspired teams to drive strategic customer success plans with goals of reference- ability and advocacy and delivered ROI metrics to/for Senior Leadership.

Provide strategic consultation and roadmap to promote back to base sales and services and provide leads and support to Sales Executives

Engage Implementing customers on new products, interfaces and upgrades to ensure success for each implementation

Direct the customer relationship from contract signing through implementation and manage the customer’s needs and expectations through the life of the contract