In this role, I case manage multiple clients and I ensure our diverse teams supporting each client adhere to procedures and legal requirements. I liaise with external providers to ensure coordination of care, improve current processes to achieve organizational and departmental objectives, and oversee multiple projects from conception to completion, ensuring outcomes are on time. I provide skilled therapeutic services and caregiver coaching to the families I serve.

As Customer Success Manager, I oversaw the lifecycle and all aspects of client health, including onboarding, value realization, and renewal within my portfolio of assigned clients. I proactively engaged and educated my clients through regular meetings, dedicated phone and email communication, and tailored support. I worked collaboratively across the Sales, Clinical Management, and Customer Experience teams to lead the successful onboarding of new customers and ensure extraordinary client success and retention. Additionally, I identified and recommended upsell opportunities for new or expanded service lines by understanding key client pain points.

As Customer Experience Manager, I created an offshore support team consisting of cross-functional employees, devised and delivered customer support training to enhance performance, and developed and directed the customer onboarding program to drive retention rates. Additionally, I designed and helped launch a customer self-service portal, managed contractor relationships to maintain quality control and decrease undeliverable rates, and I established internal productivity standards for customer support and the quality assurances process.

In this position, I implemented strategic initiatives to drive growth, including cross-functional project management. I also delivered personalized service to business customers and partners, oversaw negotiation of higher revenue sharing rates with payment processors, and spearheaded and monitored affiliate marketing program.

Instructor of Professional and Technical Writing