I don't believe that one thing defines you - as a person or as a professional. I do believe that being a parent and partner contributes to the type of employee and leader I am today and hope to be in the future. I have had many successes and plenty of lessons learned. I bring those to my relationships, partnerships and mentorships. I add this role in an effort to embrace balance between my personal (needs) and professional (wants) and hope that others will have opportunities to bring their balance needs to this professional network.

I led the team responsible for the customer journey at Tractor Zoom. This included initial onboarding, product/workflow optimization and relationship management (product enhancements, upsells and renewals). During my tenure, we grew from a team of 4 to 14 as part of an acquisition in December of 2023 so while I was responsible for the process and execution related to our customer's experience, I also shaped a customer success team culture and structure. Key accomplishments include: - In Q4 2023, the success team needed to increase upsells by over $120,000 to off-set a revenue churn from within our base. I created a "One Team One Dream" campaign that resulted in over $232,000 in new revenue from our base customers with our NRR hitting 107%. - Created a support request process that over decreased the average days opened from 20 day to 7 days with the first 60 days of implementation. After an additional three months, the metric is trending towards 4 days consistently. - Consolidated 5 google drives and 2 knowledge bases into one Google Microsite to assist with team training and scale but also provided necessary transparency for other business units. This strategy was used to create an internal product knowledge university to maintain accountability & transparency.- Documented ROI for one our largest Ag/Construction partners - we were able to effectively decrease the amount of time required to complete their appraisals process with the help of technology. This resulted in more revenue from equipment appraisals and decreased operational spend (not hiring additional FTEs).

I led team of 30 dedicated to onboarding & supporting Fire Agencies. My team is the first impression after sales; we welcome agencies to the family, confirm project scope & determine timelines. We offer standard but diverse onboarding workflows based on the specific-agency needs. My team empowers customers to self-serve while offering a high-touch service where appropriate. The onboarding team is dedicated to providing a best-in-class technical set-up experience; this ensures the agency feels confident in their product.My objectives are to provide a streamlined onboarding experience for our customers that (1) meets their needs & (2) can be done at scale across thousands of agencies at one time. I am also focused on career pathing for our internal resources; creating opportunities to become technical and/or operational Subject Matter Experts that can influence & hand-hold customers towards industry best practices. Finally, I am creating technology company culture that is attractive to fellow rock stars in the Des Moines Metro - there is demand for talent, creativity and innovation and we want to tap into that.

Within the first 6 months, I developed & utilized a demand/resource model to support different onboarding workflows & utilize human resources as effectively as possible; this model was then used for other market segments. I implemented documentation standards to increase transparency across team members & identify areas for improvement. We have since created over 100 Confluence articles with more being added daily. I advocated for investment in digital tooling - in-app workflow support, hyper automation workflows and customer knowledge-base - to drive our efficiencies horizontally and vertically. We are in active implementation through Q1 2022.

I joined UnityPoint Health Clinic at a time of change in my professional career. I became a mother in 2019 & began the journey of balancing career goals with motherhood. My role at UPHC was to lead & transform with a focus on our patients in our communities. This included:- Owning the patient perspective on technology features and functions- Organizing a team to support, lead and/or contribute to cross-functional initiatives- Creating project charters and goals that aligned with the organization's strategic priorities - Leading the centralized referral program; empowering my leaders to explore innovative workflows The pandemic impacted those priorities & my role shifted to support our COVID-19 vaccine roll-out through technology. We needed a way to consistently communicate, schedule, re-schedule and re-communicate with our staff covering over 100 counties and 3 states; we then needed to apply identified best practices to our general population vaccine deployment. This was a highly iterative process that was done in a matter of weeks to stay ahead of demand and expectations. In the end, we:- Successfully vaccinated the majority of our employee population within the first 6 months of vaccines being available.- Expanded our text messaging capabilities to inform & engage target populations; included the successful roll-out of check-in procedure automation to alleviate pressures on front-line staff- Developed a playbook for targeted communication, back office workflows & interfaces with other technologies to focus on the consumer first

With a new concentration on our most complex health systems, I led our team in the discovery, implementation and optimization of Phreesia applications across clinical, revenue cycle and patient engagement initiatives.

Develop and manage a plan to implement Phreesia in healthcare facilities (single locations & large complex provider networks) across the United States. Responsibilities include acting as the primary customer contact, manage and escalate implementation issues and identify resource needs and potential roadblocks.Support internal process improvement, reporting and resource management to ensure we are implementing clients effectively and efficiently. This includes an increased level of transparency between the implementation, sales, tech support and client success teams to eliminate redundancies and general pain points.

Team leader in driving day-to-day client deliverables while managing longer term system improvements, implementations and annual projects.Concentrated support for "jumbo" clients with large employee population with complex benefits offerings; this involved a coordination of resources from customer service center to executive leadership to ensure the client, their employees and their third-party representation felt fully supported by Businessolver's benefit platform.

Provide on-site and off-site assessments and healthcare consulting services for business development and growth through the utilization of data analytics, web-based platform applications, and strategic outreach plan deployment. Develop and maintain relationships with C-Suite and senior executive leaders across nationally ranked hospitals and health systems. Key roles include oversight of launch and onboarding process, training, quarterly executive updates, data/analytic support, opportunity assessments, ROI presentations, and overall client health. Requires effective management of project milestones, collaboration across cross-functional products/teams/roles, partnering with account management to ensure renewals of membership programs, and ultimately driving client value through expertise and service. Additional opportunities to support internal growth and communication with business analyst and product management team to ensure effective workflow management.

Account Management: Crimson Product and TeamInternal liaison between Crimson Account Management, Marketing, and Delivery teams to ensure a unified message and approach to external member institutions Manage and execute member requests relating to company website, product web conferences and meetingsRelationship Management and Member Service Provide operational and administrative support during Account Management renewal process and through membership cycles; Advisory Board Company representative to over 150 membership key contactsSchedule and collect background information for 100 Account Management up-sell, check-in, renewal, and CEO’s Office quality assurance calls each quarterAct as coordinating liaison between various internal Advisory Board departments to ensure superior service and value for members Department OperationsCalendar Management: manage the Executive Director’s calendar, travel, and expensesSalesforce super user to assist and train members for the Crimson team as well as other Account Management AssociatesDesigned and executed a strategic approach to schedule quality assurance phone calls to better serve members and identify service or product issues to improve overall renewal rate

Managed localization of Philips' healthcare product web pages in 22 different countries. This included the strategic and technical migration of content into country sites to meet expectations and deadlines set by marketing leadership.

Generated content and created brand voice/social identityMonitored activity and measured results of social media effortsInstrumental in generating exposure resulting in Inursha being voted "Best Place to Sweat" by Fort Worth Magazine 2010