Natalie S. Email & Phone Number

Boca Raton, Fl, Us

Responsible for leading a team of Client Success Managers (CSMs) to drive client adoption, retention, account growth, and overall satisfaction for over 230 small-medium accounts as well as Enterprise CS management of $4M ARR book of business.Set clear objectives and performance expectations for the team, fostering a culture of accountability and continual learning.Develop and maintain proactive cross-functional partnerships with Account Management, Product Management, Product Marketing, Professional Services, Engineering and Support to ensure a holistic approach to customer success.Develop and execute the customer success strategies to drive adoption, account growth, and retention.Standardize and implement processes, best practices, and playbooks to ensure consistent delivery of customer experience.Identify and monitor customer success KPIs, striving to exceed targets.Monitor customer health and take proactive measures to address any potential issues.Drive successful resolution of escalations from direct reports, colleagues, and/or clients.Execute opportunities/campaigns for continuous improvement of CS department and customer retention.Maintain a working knowledge of all supported products and technologies.Capture and provide “voice of the customer” feedback, perceptions and suggestions around new and incremental product features to Product Management.Collaborate with Marketing to develop customer success stories, testimonials, and case studies.

Customer relationship management and retention of over $5M ARR for Podiatry & Orthopedic Enterprise accounts.Function as the quarterback for book of business, to map and navigate a customer organization while empowering and providing direction to other members of the team to manage the day-to-day, "tactical" activities of Enterprise accounts.Trusted advisor with all of the decision-makers on assigned accounts, additionally facilitating relationships between MMI executives and top-level execs on the customer side in conjunction with Executive Relationship Manager/Leadership.Ensure clients derive maximum value from the MMI solutions, technology products, and services.Prepare and deliver effective customer meetings, including stakeholders at all levels of the organization up to C-Suite, internally and externally at our medical practices from tactical to strategic.Articulate and formally present ModMed's product roadmap to our customers, demonstrating how it aligns with healthcare trends and their strategic business objectives.Deliver weekly, monthly, and quarterly status and results in presentations to internal and external teams.Identify new opportunities from within existing accounts, partnering with Business Development/ Sales teams to aid in increasing revenue.Develop expertise in all MMI products/ technologies; communicate long-term roadmap and represent client needs internally.

Financial AnalystClient Service AdvocateInternal CoordinatorCompliance Advocate

Business Analyst for healthcare business intelligence software companyClient Implementation and Project ManagementPerform operational assessments and recommend solutions for clients

New business developmentAssist President/CEO with sales, marketing and operational projectsStrategic marketing plan development and implementation Composed website content (lexonmed.com)Created and implemented company policies & procedures Revenue Cycle Management, specialties of expertise: Ambulatory Surgical Centers; Gastroenterology; General Surgery; Primary Care providersSoftware conversion, implementation & employee training National travel for onsite client support Conducted client continuing education seminars Directed Sarbanes-Oaxley auditsAssociate member of the Healthcare Billing & Management Association