Roxanne Rowe Email and Phone Number

Roxanne Rowe's Location

Raleigh, North Carolina, United States, United States

Roxanne Rowe's Contact Details

Roxanne Rowe work email

Roxanne Rowe personal email

n/a

About Roxanne Rowe

With over 25 years of experience in customer success, I am an authentic, passionate and accomplished leader who drives and protects revenue while steering and motivating global teams. I currently serve as the Global Director of Customer Success at inriver, a leading provider of product information management solutions for B2B and B2C industries.In this role, I leverage my leadership skills, creativity, and management of large enterprise to SMB accounts to develop and implement data driven strategies that synchronize relationships, prevent churn, mitigate risk, and expand the business by realizing value drivers that are client centric. I also excel in building interdepartmental synergies, identifying and executing cross-sell/up-sell opportunities, and delivering holistic and prescriptive solutions that achieve full business value for both the clients and the company. As a NAUI Dive Master and a certified customer success professional, I bring a unique perspective and a customer first/people first mindset to every challenge and opportunity.

Roxanne Rowe's Current Company Details

Trackunit

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Roxanne Rowe Work Experience Details

Associate Vice President Customer Success North America

Trackunit Oct 2023 - Present

Aalborg, Dk

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Global Director Customer Success

Inriver Sep 2021 - Oct 2023

Malmö, Se

• Responsible for developing, managing, and supporting day-to-day operational governance and strategies of a Global CS team. Highlights include building strong client/cohort relationships, implementing best practice and prescriptive skillsets, growing technical acumen, tracking metadata on product utilization & adoption, identifying and quantifying business objectives, measuring KPIs and value streams, mitigating product risks, and creating loyal lifelong advocates• Empathetic leader that focuses CS development through soft skills and the psychological approach to understanding and listening to clients as individuals first• Developed and implemented a global cross functional onboarding matrix to establish and transform the customer experience• Grew team from 3 CSMs to 17 Global CSMs in less than 2 years, while building to and maintaining a 97% retention rate• Created, modified, and implemented multiple Customer Success templates, policies, and procedures in collaboration with other Sales and Services teams which streamlined client engagement and synchronized, execution strategies• Creator of the Continual Business Review (CBR), which is a philosophically focus on the future vision rather than history which reduces the break-fix mentality with a productive, strategic, client centric engagement • POC for (26), high CARR/value multi-national brands• Client advocacy leader elevating the customer to the center of everything that Customer Success delivers while ensuring a best-in-class, customer-first experience • Co-sponsored and directly influential in the addition of 100 new Reference accounts. Directly responsible for securing all Forrester Wave, Ventana Research and G2 Surveys with a 100% success rate• Created and implemented numerous client engagement touchpoints from strategic roadmap alignment meetings, post-launch educational sessions to networking with executives to champion ideation

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Director, Customer Success North America

Inriver Feb 2021 - Sep 2021

Malmö, Se

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Senior Customer Success Manager, North America

Inriver Jun 2019 - Sep 2021

Malmö, Se

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Senior Customer Success Manager

Qlik Aug 2015 - May 2019

King Of Prussia, Pa, Us

Seasoned advocacy role responsible for taking voice of customer and creating the right engagement model to ensure highly successful outcomes and loyalty. Expert in identifying risk patterns so that product/user instability were minimized, and adoption was maximized. Key Accomplishments:• Singular resource across entire organization that proactively identified and managed “At-Risk” clients and reverted into product champions. In two years, recovered 7 clients over $9M in annualized recurring revenue and turned from churn risk to promotors incurring an additional $720K in upsell opportunities.• Responsible for monitoring, analyzing, and interpreting trends in customer consumption and adoption using SalesForce/Gainsight CRM and provided consultation to communicate risk/opportunity to all internal stakeholders with recommendations for strategic actions and next steps.• Collaborated closely with sales and support in identifying account strategy/issues cross-departmentally outlining use cases, key business value and created processes for tracking and identifying success KPIs.• Increased customer retention and adoption with the design of Qlik Days, User Groups, and monthly peer to peer talk tracks.• Corporate Social Responsibility Chair/Raleigh Office

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Client Services Manager

Allscripts Apr 2013 - Aug 2015

Chicago, Il, Us

High demand, high-pressure healthcare IT role responsible for ensuring cross-functional management, project management and seamless service delivery between clients and Allscripts partners. Proactive client advocate responsible for executive level crisis management, guiding daily operational initiatives and critical case escalation for remote hosted healthcare organizations. Key Accomplishments: • Increased KLAS scores on 3 out of 3 hospitals from extremely poor to excellent service ratings • Managed multiple client Dashboards to represent and trend Client Health Indicators and opportunities for: Training, Up-Selling and Process Improvement• Reduced Client Severity 1 statuses by 40%• Directed and managed all aspects of first ever Regional Team Meeting which has served as the framework for other regions and future planning opportunities

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Regional Manager

Premier Healthcare Alliance Mar 2008 - Sep 2012

Charlotte, Nc, Us

Responsible for the planning, execution, and overseeing implementation of performance improvement strategies for new and existing hospitals and health systems. Documented high level of customer validated savings as well as accountable in the expansion of product lines and business solutions. Achieved breakthroughs in labor cost reduction and operational/clinical process improvement using consulting expertise. Collaborated across departments including client services, product management, operations and new business development to ensure coordinated account planning and service provided exceeded expectations in maximizing customer value and relationships. • Responsible for 32 hospitals and health systems equating to $11.2 million in annual, recurring revenue. • Managed the delivery of annuity based consulting; developed, implemented, tracked and reported customer specific account plans to lead customer satisfaction, ROI and validated savings. • Lead, triaged and escalated customer issues through to resolution. • Developed proposals and pricing strategies and participated in the development of new and innovative approaches to maximize customer value/satisfaction and grow the business. • Maintained and strengthened executive relationships to support and collaborate on initiatives in assisting hospitals in gaining value of all products and enabling them to reach high performance levels as a leader in the accountable care movement.• Created and managed all event planning aspects of the quarterly Northeast User Group meetings which were used as the primary framework for other regions.

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National Client Relations Manager

Misys Healthcare Systems Mar 1997 - Jan 2005

Raleigh, Nc, Us

* Brought onboard to direct all initiatives to increase customer satisfaction, communication and improve long term client-vendor partnerships. * Responsible for reviewing, directing and implementing decisions that impact all integration with the business partnership of the Misys Clearinghouse in Texas to corporate strategy and goals in North Carolina. Effort was so successful, requested to organize and manage the successful move of the EDI Support Department to the corporate office in North Carolina.* Built a corporate first EDI Support team and managed all day-to-day operations and decisions. Framework was replicated across other business verticals due to overwhelming efficiencies and cost gains; components of the move included new management structure, cross-training, implementation workflows, project management, budgeting, staff allocation and seamless application support and service to clients.* Designed a contractural and foundational process that guaranteed a 95% clean claim rate after post go-live, ensuring immediate revenue returns (claim payment on avg 45 days dropped to 7), high C-SAT and efficiency gains.* Managed all bi-annual surveys including: focus groups, KLAS surveys and Prognostic surveys and reported gap analyses to upper management to identify problem areas, trends and recommendations for improvement. • Tasked with creating the division’s first ever Client Relations Manager position which served as single escalation point for all external and internal relations. *Created communication pathways to leadership detailing progress of new installations, deliverables, risk, escalations and areas for strategic partnering.• Orchestrated and managed event planning for (6) different Regional Quarterly User Meetings. Increased regional participation by 63% and increased participation over 52% at the National Conference which generated over $1 million in new sales in 1 year.

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Roxanne Rowe Skills

Healthcare Information Technology Healthcare Strategic Planning Salesforce.com Account Management Cross Functional Team Leadership Contract Negotiation Team Building Sales Operations Project Management Customer Service Change Management Budgets Business Analysis Sales Management New Business Development Revenue Cycle Management Webcasting Technical Documentation Relationship Management Building Relationships Event Planning Corporate Events Event Management Powerpoint Budget Monitoring Budget Forecasts Data Analysis Data Mining Return On Investment Fundraising Educational Fundraising Strategic Partnerships Cross Functional Team Building Microsoft Office Regression Testing User Acceptance Testing System Testing Quality Assurance Contract Management Long Term Relationship Building Long Term Business Relationships Accounts Payable National Accounts Icd 9 Cm Office Management Scuba Diving Veterinary Medicine Business Intelligence Management

Roxanne Rowe Education Details

Seminole State University, Orlando, Florida

Frequently Asked Questions about Roxanne Rowe

What company does Roxanne Rowe work for?

Roxanne Rowe works for Trackunit

What is Roxanne Rowe's role at the current company?

What is Roxanne Rowe's email address?

Roxanne Rowe's email address is ro****@****uth.net

What schools did Roxanne Rowe attend?

Roxanne Rowe attended Seminole State University, Orlando, Florida.

What are some of Roxanne Rowe's interests?

Roxanne Rowe has interest in Vegetarian And Holistic Health, Student Mentoring, Philanthropy Work, Scuba Diving, Environment Sustainability, Motivational Coaching And Team Building, Animal Welfare, Inventor.

What skills is Roxanne Rowe known for?

Roxanne Rowe has skills like Healthcare Information Technology, Healthcare, Strategic Planning, Salesforce.com, Account Management, Cross Functional Team Leadership, Contract Negotiation, Team Building, Sales Operations, Project Management, Customer Service, Change Management.

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