Kim Sindt Email and Phone Number

Direct and lead three departments within Agfa focused on Client Success, Account Management and Program Directors to support customers through the full customer lifecycle promoting retention.

Direct the operations of the Customer Success team and client facing functions focused on providing customers with a voice, support, guidance and knowledge resources that will facilitate the achievement of their business objectives during the Agfa phase of care. Develop strategies and processes that deliver customer satisfaction from onboarding through all phases of the customer lifecycle promoting retention. As director, utilizing data and feedback mechanisms to identify and understand customer needs, challenges and design account and action plans to better fit customer needs across the business. This role manages three customer facing departments, providing coaching and skills development. The role establishes collaborative cross functional relationships with Sales, Product Development, Client Services and other client facing roles.

The Program Director will be the "face of Agfa" to the customer, acting as a trusted Advisor, Implementing complex Healthcare IT projects in order to meet or exceed the customer expectations. Work at the C-Suite level to drive the account plan, facilitate leads and revenue goals.

-Single point of contact for training for Advocate team -Managed multiple Six Sigma green belt projects for McKesson Support -Managed processes for Advocate team -SME on advocate tools -CRM lead -Ran point on team coverage when manager unavailable

-Manage direct reports and daily Advocacy needs with escalations and coverage-Manage team SharePoint site process documentation-Lead all training initiatives for Advocates -Manage Paragon Development escalation priorities for all EIS customers -Oversee team and engagements for Paragon/Horizon Clinicals/One Content Patient Folder -Manage performance reviews and coaching opportunities -Manage opportunities for process improvement using LEAN principles -Lead projects across EIS which improve the customer experience-Oversee success of EIS services transitions to support

-Single point of contact for assigned customer base for: Support questions, Upgrade transition, Escalation assistance and Uplift Project MGMT.-Conducts Uplift Project to assist customer base with the testing, planning and execution of code to obtain new functionality and defect fixes.-Leads internal projects to improve customer satisfaction and overall support experience.-Senior resource conducting training and guidance for new members of the Advocate team-Leads Advocate specific projects to improve process and drive change.

-Managed customer relationships, support plans and point of contact for support needs.-Assisted customers during and after software upgrade projects with issue tracking and resolution

-Escalation resource for Customer Support Liaison Team-Business Objects resource and research coordinator for Liason customer base-Team Project coordinator-Facilitated College Intern Support Program

As an Application Support Analyst in the Triage group, I was responsible for being the first contact from customers with software issues. Responsible for responding to product application support questions from customers regarding the company's software. I Analyzed problems with software applications to identify problem area(s) and recommend corrective action. I also recommended solutions to customer application questions. I utilized specialized domain expertise related to the specific application of the software to resolve customer problems.

NextGen Production Data Analyst and TrainerWorking in a team environment, the Production Analyst coordinates and executes production model processing to create and deliver prospect models and direct mail list products for Catalog marketers. In this role, I analyze all data and results prior to submitting them to the client. I received a promotion to this position shortly after joining Nextaction. Key Responsibilities include: •Executing production processes, establishing new procedures•Performing quality assurance checks throughout the production process to ensure a high quality product. •Ensuring that production steps are performed within required time frames in order to meet client and internal timelines. •Working closely with Internal Departments: Account Management, R&D and Production Services •Providing status updates during the entire production cycle •Providing input on tool or process enhancements/developments •Utilizing SQL scripts to execute production jobs in a timely manner•Creating training materials of NextGen processes, cross training employee’s on the product. •Performing Q/A Testing on new releases of internal systems during an upgrade, responsible for logging and tracking all trouble tickets, as well as resolving.

-Responsible for building and maintaining customer relationships, while facilitating the adoption of purchased Web/Telecommunication meeting software. -Corporate Web trainer for the power users of my assigned customer base.-Single point of contact for: Billing, Set Up, Training, Upselling of new features/Software, Consultation of best practices, and Escalation Contact.-Responsible for maintaining monthly product adoption numbers tied to revenue. I regularly exceeded this adoption goal!

Raindance was purchased by Intercall

-Consulted clients on best practices with web and teleconferencing communication tools.- Project Manager for high profile customer base, managing set up, and moderated large calls with 500+ participants at a time. -Client base in the US as well as several Intl locations. -Single point of contact for training, and software Upgrade recommendations

- Conference Operator/Facilitator for high profile customer base for the following: managing set up, and moderation of large calls with 500+ participants at a time. - This role was very fast paced and allowed me to enhance the following skills: on “the fly” decision making skills, technical trouble shooting, and overall ability to multi task well while providing seamless customer support. -Client base in the US as well as several Intl locations.

-Responsible for building and maintaining customer relationships; while facilitating the adoption of purchased Web/Telecommunication meeting software. -Corporate Web trainer for the power users of my assigned customer base.-Single point of contact for: Billing, Set Up, Training, Upselling of new features/Software, Consultation of best practices, and Escalation Contact.