Delivered top-in-class customer experience to users across >30 biopharma companies via live technical trainings, offline question support, and robust documentation development. Managed the development of 2 direct reports on a team with 100% favorable scores in company's 2023 engagement survey. Knowledge Management and Investigations Team Lead: Led a team of 3 data scientists to execute complex data/statistical investigations and develop best practices guidance critical to unlocking customer use cases and efficiently scaling Flatiron’s growing services and solutions offerings. Reduced median time-to-first-resolution by 50% to <2 days across all (>100/mo) technical customer questions by onboarding 8 Solutions Managers to SQL and developing a playbook to standardize the workflow across 50+ contributing stakeholders. Identified and actioned on trends in customer feedback, escalating product requests, documentation gaps, and new training needs to respective team backlogs for prioritization. Product Experience Team Lead: Led monthly rollout operations for >40 minor and >10 major feature launches by working with engineers, data scientists, and clinicians to quantify impact of product enhancements and develop Knowledge Center documentation and actionable release notes. Partnered with senior leaders to shape the two-year evolution of Flatiron’s machine learning launch strategy, from complex standalone offering to powering data extraction underlying all core products by a 10x scale.

Managed engagement strategies and senior stakeholder (director/VP) relationships as account lead for 3 biopharma companies. Collaborated with cross-functional internal teams (product managers, data scientists, clinicians, legal, finance, etc.) to scope, negotiate, and contract $MM/yr in real-world data product subscriptions and custom projects. Advanced commercial strategy objectives, including launch of a pricing governance approach and execution of a commercial opportunity assessment that informed Flatiron’s decision to expand beyond data into analytic services.

Managed 1-5 person teams in execution of 15+ projects spanning various healthcare markets (US, EU-4, UK, Japan, China, etc.), indications (oncology, allergy, autoimmune, maternal health), and subject matters (global pricing and market access, innovative contracting, rebating strategy, value messaging assessment, key account management, market landscape reporting). Wrote proposals leading to the commission of >15 projects.

Developed a Tableau dashboard of key metrics that enables stakeholders to rapidly assess the risk profile of prescribers dispensing controlled substances. Built an Access database that increases the efficiency and scalability of the Professional Practice Standards team by capturing prescriber information and interaction using forms, queries, and VBA.