Effectively managed a portfolio of 68 active customers, overseeing a combined Annual Recurring Revenue (ARR) of $1.9 million. Lead ongoing meetings with clients to ensure successful onboarding of additional organizations and programs, providing hands-on support and addressing any challenges or concerns.Collaborate with cross-functional teams to effectively address ongoing needs of customers.Proactively engage with clients to discuss contract renewals, negotiate terms, and secure long-term partnerships.Conduct regular check-ins to assess customer satisfaction, gather feedback, and identify opportunities for implementing additional features or services.Collaborate with the sales team to identify expansion opportunities within existing accounts and contribute to revenue growth targets.Collaborate with both customers and internal teams, ensuring the required information is collected and communicated for a successful integration and implementation of the product. Efficiently manage the implementation of API, flat file, and scraper-style integrations with precision, aligning Mirah products with customer Electronic Health Record (EHR) systems.Manage successful customer software implementation by engaging in comprehensive discussions with clients, addressing workflows, communication strategies, protocols, and designing tailored training plans.

Proactively collaborate with department leaders (production, QC, R&D, shipping, warehousing, accounting, technical services) to review department processes and interactions to ensure the customer experience continuously improves.Handle customer escalation situations by communicating with the customer and mobilizing teams across the company to assist with the resolution. Communication is priority during the resolution process and once a satisfactory outcome is completed. Communicate with team members daily to provide support: customer satisfaction, inter-department interactions, personal issues.The team I lead handles over 600 customer accounts ranging from $1K to over $1M in sales.Team member errors are below 1% due to hiring practices, training, and daily interactions with the team.Streamlined the filing system again when the team moved to a remote setting in March 2020. It is now electronic and is a cost saving of 99% for this processManage timecards, time off approvals, team member evaluations, training, hiring, and separations.Continue to handle responsibilities I held as a customer service representative on an as-needed basis.

Provide support, training and direction to team members daily.Continue daily customer service representative responsibilities.Streamlined the department filing system from a full-time job to taking less than 15 minutes to complete each day. Train new hires in the department regarding daily responsibilities, the software systems and the phone system. Trusted to assist with everyday managerial duties while the NIT Customer Service Manager worked on a long-term project.Helped brainstorm and create the Customer Service Mashup in the new ERP system. It is used by customer service and other departments to assist with their jobs.Initial department contact for team members and other departments needs and questions.

Assist customers in the United States and Canada in order entry, RMA entry, export documentation and credit requests.Answer customer phone calls and emails regarding pricing, availability, ship dates, lead times, issues/problems and any other questions or concerns.Handle high-profile customers’ needs. Each customer has specific requirements to fulfill orders, ship, invoice and receive-in. Train a new hire in the department with regards to daily responsibilities, the software systems and the phone system.