Michael Sampson Email & Phone Number

Washington, District Of Columbia, Us

Responsible for client trust and relationships, team clarity and health, staffing, contract management / profit & loss, and organic growth.

Mclean, Virginia, Us

Scaled Digital Solutions Customer Success function:• Reported to Chief Digital Officer and directed Customer Success strategic direction and daily operations to ensure alignment with organizational goals.• Developed and implemented a comprehensive plan to expand and scale services from one market segment (state and local government) to two additional segments (federal and international).• Designed and executed initiatives to educate domestic and international customers on digital capabilities and business-relevant value propositions, increasing utilization of services.• Designed and led client-facing sales presentations and contributed to contract negotiations. • The resulting Customer Success organization coordinated digital transformation solutioning and pricing for 100+ proposals per year across 3 market segments representing $500M+ in ACV and established and maintained relationships with key account stakeholders to support contract add-on opportunities.

Mclean, Virginia, Us

Integrated Human Centered Design into new business solutioning:• Developed and implemented a scalable Design Thinking playbook to standardize methods and tools across the organization.• Led training initiatives to educate team members on Design Thinking principles and techniques, fostering a culture of innovation and collaboration within cross-functional teams.• Collaborated with the Sales organization to prioritize new business opportunities for Design Thinking-based win strategy development.Established and led the Digital Process Architect function:• Conducted deep analysis of customer business operations, identified CX and digital transformation opportunities, developed business cases, documented requirements and provided implementation support resulting in accelerated adoption across multiple digital capabilities. • Successfully transitioned several Process Architects to Product Owner roles, demonstrating the function’s effectiveness in nurturing talent and driving digital transformation.

Mclean, Virginia, Us

Founded and led the Robotic Process Automation CoE:• Leveraged deep company, operations, and technology subject matter expertise to build an RPA COE. • Developed and implemented a playbook for identifying, scoping and delivering automation opportunities across multiple geographies and business process outsourcing contracts.• Developed and oversaw the delivery of a successful pipeline resulting in the creation of 75+ bots, saving and/or reallocating 50k+ labor hours annually to value-add, CX-impacting roles. • CoE was a key driver of digital transformation and often highlighted in earnings calls.

Mclean, Virginia, Us

Led solution design, new contract implementation, and technology delivery while also managing client relationships:• Led business process and technology design for 5 strategic proposals, representing $50M+ in ACV, resulting in successful contract wins.• Achieved significant operational improvements in a major health care program administration contract, including a 50% reduction in defect backlog and a 40% decrease in print and fulfillment costs.• Successfully implemented multiple health care program eligibility determination and enrollment software systems ensuring seamless contract transitions and meeting client requirements.• Managed the product backlog and facilitated user acceptance testing for a large Medicaid eligibility determination contract, delivering essential systems and procedures within 6 months.• Served as client-facing System Issues Coordinator for large child health insurance plan administration contract, ensuring smooth contract transition, penalty avoidance and successful client relationships.• Managed the implementation of strategically important contracts with call center and technology scope. Achieved on-time implementation of the telephony, reporting, software systems and operating procedures needed to process 10,000+ health insurance applications per month.

Description: Lead strategic initiatives to drive cost reduction, revenue increase, and/or efficiency gains to increase company competitiveness.Results: Examples include: Achieved 20% print and fulfillment cost reduction and improved disaster recovery capabilities by managing a nationwide print vendor procurement and then consolidating business with the winning vendor. Managed cross-functional teams on four electronic document management system implementations with project budgets totaling $1.25M. EDMS resulted in 12% reduction in core process cycle time (equivalent to $100k+ increase in efficiency), annual lease savings of 15%, and 23% increase in service level agreement performance. Improved call resolution service levels by 8% by implementing a workflow tracking tool for call center and case management staff.