Client success manager for a category leader in B2B online leadership and development (e-learning). Leading the post-sale journey of a portfolio of key accounts, from initial onboarding to product adoption, client impact through expansion, and ultimately renewal.

Head of Customer Success, reporting directly to the Chief Executive Officer Responsible for hiring, training, and managing the customer success teamLearned product and system integrations quickly to be able to support clients in the field Created a scalable, efficient, and differentiated customer experience model for SMB-Enterprise clients Lead implementations of process, customer experience, training, and overall customer adoption Hosted trainings and… Show more Head of Customer Success, reporting directly to the Chief Executive Officer Responsible for hiring, training, and managing the customer success teamLearned product and system integrations quickly to be able to support clients in the field Created a scalable, efficient, and differentiated customer experience model for SMB-Enterprise clients Lead implementations of process, customer experience, training, and overall customer adoption Hosted trainings and seminars with clients and on their behalfMaintained personal and one on one relationships for over 7,000 real estate agentsTraveled to clients for onsite trainings and workshops Show less

Responsible for the onboard, integration, account health, and success of over 30 accounts with collective ARR of 1.5 million dollars.Trained new hires in the areas of product features, customer requirements, custom reporting, and running queries to gather relevant information and data. Assisted product and engineering teams with beta and UAT of new features before releases. Collaborated with sales and prospective customers to discuss the technical requirements necessary… Show more Responsible for the onboard, integration, account health, and success of over 30 accounts with collective ARR of 1.5 million dollars.Trained new hires in the areas of product features, customer requirements, custom reporting, and running queries to gather relevant information and data. Assisted product and engineering teams with beta and UAT of new features before releases. Collaborated with sales and prospective customers to discuss the technical requirements necessary for successful integration with the software. Helped identify bugs within the software and consistently collaborated with product and engineering teams to improve platform performance.Continuously performed health checks on accounts along with brainstorming new strategies with clients. Conducted quarterly business reviews to discuss progress, new features, and business requirements.Upsold advanced product features to existing clients to maximize revenue. Show less

Primary Account Manager for a Fortune 100 pharmacy chain.Provided customer service, managed development requests, and lead weekly calls. Utilized Microsoft Excel, Tableau, analytics, SQL queries, and proprietary programs to evaluate healthcare data and claims for outliers, trends, and errors. Coordinated quarterly business reviews on behalf of clients. Identified client needs and growth potential within the service suite. Took the primary lead on the… Show more Primary Account Manager for a Fortune 100 pharmacy chain.Provided customer service, managed development requests, and lead weekly calls. Utilized Microsoft Excel, Tableau, analytics, SQL queries, and proprietary programs to evaluate healthcare data and claims for outliers, trends, and errors. Coordinated quarterly business reviews on behalf of clients. Identified client needs and growth potential within the service suite. Took the primary lead on the implementation of new services for clients and all onboarding practices.Optimized client’s reimbursement rates for Medicare Part B, Medicaid, & Commercial payers.Increased clients ROI by 5% by reducing bad debt by proactively analyzing data for negative trends.Collected and interpreted weekly transactional and statistical data for clients. Show less

Primary Account Manager for multiple fortune 500 healthcare companiesResponsible for account satisfaction and sustained performance Conducted daily calls with clients to discuss deliverable status, in-home evaluation productions, and enhancing revenues through more efficient identification of HCC’s (Hierarchical Condition Categories).Created a specialized Case Management process that included creating custom forms, documents, and functionsTrained entire data… Show more Primary Account Manager for multiple fortune 500 healthcare companiesResponsible for account satisfaction and sustained performance Conducted daily calls with clients to discuss deliverable status, in-home evaluation productions, and enhancing revenues through more efficient identification of HCC’s (Hierarchical Condition Categories).Created a specialized Case Management process that included creating custom forms, documents, and functionsTrained entire data entry staff to target documenting chronic conditions, delegated tasks, procedures, and deadlines to the teamGenerated Statements of Work, and negotiated final agreements with the clientsPresented project proposals, quarterly business reviews, and assumed responsibility for all client deliverablesTrained peers and coworkers on the advanced features of internal applications and how to pull reports from various sources producing 25% time savings as a resultOversaw all risk adjustment operations and made appropriate recommendations or reports to managementSelected for the company’s committee in charge of budgeting, planning, and carrying out social and philanthropic events including Habitat for Humanity, Toys for Tots, and Angel TreeChosen for the Ritz-Carlton Leadership Seminar on customer service and client satisfaction. Show less

Accountable for auditing up to 450 weekly in-home health assessments generated by a team of 50-to-100 physicians on behalf of the company’s Medicare Advantage clientsReviewed charts for clinical accuracy and provided feedback on completed assessments to a team of physicians under my directionChaired status meetings, and maintained detailed medical and operational recordsSelected to act as the primary/sole Project Manager for Puerto Rico operations and named Analyst of… Show more Accountable for auditing up to 450 weekly in-home health assessments generated by a team of 50-to-100 physicians on behalf of the company’s Medicare Advantage clientsReviewed charts for clinical accuracy and provided feedback on completed assessments to a team of physicians under my directionChaired status meetings, and maintained detailed medical and operational recordsSelected to act as the primary/sole Project Manager for Puerto Rico operations and named Analyst of the Month for those efforts in November 2013Led the effort to re-engineer the internal data gathering form, addressing issues of carrying diagnostic reporting forward in the files and charts. Results: Coding revenue rose by 20%. A key player in the conversion from hard copy to electronic on-line records keeping (iPad) which boosted accuracy from less than 50% to today’s average of between 95% and 100%Completed staff training on the new mobile technology.Spearheaded the conversion of client information to the company’s domestic form for medical history, previous claims, and medical checks and cross-checking for interactions or interference Show less

Generated outbound calls to the existing customer base to secure in-home risk adjustment health assessments for Medicare Advantage clientsConsistently hit both daily and weekly appointment goals, averaging 125% of the goal. Ranked in the top 15% of all schedulers. Promoted to Quality Assurance in six months and one day from hire date