• Deliver a best in class SaaS based Client Account Management strategy focused on building, managing, and growing strategic partnerships with our clients• Advocate for clients by championing continuous improvement initiatives and proactively communicating with diverse stakeholders to improve service delivery and resolve issues Identify and proactively address opportunities to integrate additional services, manage investigations, limit escalations and perform post-Incident reports• Set realistic client expectations by being transparent about challenges and obstacles• Establish and nurture strategic partnerships with internal teams and external service partners to resolve client inquiries/problems/complaints in a timely manner• Create Client facing reports and use them to proactively engage our existing and new Clients• Track, analyze, and communicate key Client Health metrics and feedback• Proactively seek out market information in order to effectively develop rapport with clients• Establish and nurture strategic partnerships with internal teams and external service partners to resolve client inquiries/problems/complaints in a timely manner• Keep our customers informed of new features that may be of interest to them• Connect with Provincial regulatory agencies to partner with, educate and support our products used by our clients• Monitor adoption; gather and respond to customer feedback• Work closely with Sales, Implementation and Professional Services to manage client needs and expectations as well as to define scope and pricing of additional services to meet unique client needs• Use Salesforce database to log activities and sales opportunity management• Promote TELUS product offerings and value propositions

• Conduct complete EMR use and adoption assessments• Present current state and a proposal of recommendations to improve process• Impact/Gap analysis of current workflows both clinical and business• Delivery of custom training and change management processes• Engage with clients on product feedback and change improvements• Responsible for the sales and implementation cycles of Third Party add-on offerings• Proactive onsite engagements with clinics

• Central point of contact for clinics• Onsite visits to ensure customer satisfaction• User audits, Support Ticket Tracking, Request for Add-on Services and Offerings• General Product Q&A

• Custom and Advance Training• Workflow Analysis• Internal Training, Onboarding and Documentation • Delivery of Community Based User Groups and Regional User Conferences• A key Team Member working to assist escalated sites

I started with Wolf in a Help Desk Agent capacity. I answered calls and emails in the call center from clinics across Canada. The support offered was both for product assistance such as how to type questions but also technical in terms of database issues and Microsoft support.

In 2005 the Public Health arm of Fraser Health implemented its first deployment of electronic records for both Immunizations and Communicable Disease. My role was the lead trainer for the South Region’s implementation at 8 sites. Once implemented I was the central point of contact for support queries, training for newly hired staff and reporting for the management team.