Career break to focus on treatment and recovery

Guide best practice account delivery management for cloud technology solutions provider, targeting health and human services programs. • Run new account delivery strategy, drive management, staff, and stakeholder engagement, foster collaboration and consensus, create singular project management culture, which enhanced operational efficiencies.• Restructure company policies and procedures, align customer needs with healthcare product and service offerings, manage end-to-end delivery for large healthcare accounts, exceeding executive expectations % and advancing account retention and growth.• Manage business development methodologies, oversee product and service deliverables, data migration and transformation, and infrastructure, training staff on business processes.

Oversaw all government health and human services accounts for AI business solutions company. • Led best-practice account and customer success management, optimizing product and service offering value for customers, which improved customer relationship metrics.• Championed new approach to key account delivery plan, emphasizing quality end-to-end service life cycle, client satisfaction, contract and financial performance, and revenue growth.• Recognized top account executive performer, won new and sustaining healthcare contracts for several Delaware healthcare management divisions, resulting in total contract values (TCV) averaging $2.1MM YoY.In my role as Sr. Leader Client Services, I served as the DDI (Design, Development, and Implementation) delivery manager during solution implementation and in this role I built and executed the overall client relationship plan as well as served as the fully accountable single point of contact, and authority for:• End-to-end Service Delivery• Service Excellence• Client Satisfaction• Contract Performance• Operational Business Planning• Financial Performance• Value-add Sales/Business Development• End-to-End Implementation Activities

Ran new and sustaining product and engagement management solutions, ensuring customer satisfaction and retention. • Delineated new product offerings, drove staff and customer engagement, translated customer needs into offering requirements, liaising with technical team, which ensured continual healthcare advancements for IBM Cúram Solution for Healthcare Reform.• Executed new offering development life cycle strategy, including ideation, development, and go-to-market processes, improving product and service throughput.

A passionate product manager who made a vision come to life for a portfolio of healthcare products including a consumer directed healthcare benefits administration platform, a benefits enrollment platform for health and human services, and a QHP/Medicaid/CHIP billing and payment processing solution for ACA healthcare exchanges that customers procured and needed.

Created and nurtured long-term relationships with project stakeholders for large-scale programs and projects of various scopes including the Maryland Health Benefit Exchange and MNsure, Minnesota's health insurance marketplace as well as valued partners including IBM, Connecture, and Noridian Healthcare Solutions. Resolved issues, addressed all customer concerns and complaints to ensure clients were satisfied with services. Provided oversight on the implementation of products and integration activities in cooperation with IT and non-IT personnel and vendors.

Immediately assumed all responsibilities for a Consumer Directed Healthcare line of business including the areas of sales pipeline management, customer support for 80 third party administrator (TPA) clients, product development, staffing and daily operations.