Susan Schneider work email
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Susan Schneider personal email
My career has been focused on client support and services, specifically within the Healthcare IT and software industry. I am drawn to this area, as I am curious and driven to continuous learning. Throughout my career, I have followed 3 core competencies; leadership, a commitment to client advocacy, and a proven ability to drive operational excellence which ultimately results in increased client satisfaction, retention and ultimately revenue growth. My accomplishments for each competency are listed below: Leadership•Develop & execute business and client aligned strategic vision. •Lead strategic, cross-functional programs across internal & external stakeholders.•Manage, develop & lead global & remote teams.•Foster high-performance teams, attract top talent and facilitate their growth through training, career development, coaching, & mentoring.Operational Excellence•Drive operational rigor through forecasting, capacity, workforce management (WFM), quality, training, escalation, & issue resolution workflows.•Mature process improvement & best practice methodologies to achieve scale & create improvements in service quality, efficiency, and client experience.•Exercise analytical & critical thinking with problem solving to derive insight, drive client & business value & inform process improvement.Client Advocacy•Advocate for client feedback by sharing insights into product, sales, and marketing teams to influence continuous improvement in offerings.•Ensure timely resolution of client issues by coordinating with cross-functional teams and escalating concerns when necessary.•Serve as a trusted advisor, proactively identifying opportunities to optimize client workflows, increase ROI, and drive adoption of products or services.•Actively monitor client health metrics to anticipate and mitigate potential churn risks.Areas of Expertise: SaaS | Business Strategy | Technical Support | Operational Management | Team and talent management | Service Delivery | Process Improvement | Team Building | Team Leadership | Cross-functional collaboration | Communication | Strategic Thinking | Operations | Client Support | Call Center Operations | Client Success | Agile development | Zendesk | Salesforce | ITIL | Microsoft Office Suite | Microsoft DevOps | JiraPersonal Interests include traveling, cooking, hikes with my dogs, live music, baseball and college basketball.You may contact me at schneider_susan@sbcglobal.net to discuss your client success and support opportunities.
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Vp Customer SupportStreamline Healthcare Solutions, Llc Apr 2021 - Dec 2023Oak Brook, Il, UsBehavioral Health Software platform that provides organizations and users with the control and flexibility to transform the way they provide care. Led a global support team consisting of 50 support specialists resolving customer issues. implemented initiatives to optimize operational processes and enhance customer experience, resulting in increased customer satisfaction and retention.Accomplishments:● Led the implementation of the Customer Support Solution and processes for handling of customertickets between multiple departments● Established Scorecard for tracking KPIs assisting in reducing backlog by 20% and increasingcustomer satisfaction to 88%● Created deployment team responsible for coordinating deployments and upgrades for LiveCustomers● Led Urgent Scrum meetings with engineering leadership teams to increase resolution time forUrgent tickets to within 75% of 48 hour SLA. -
Director Client SuccessContext 4 Healthcare, Inc. 2017 - Apr 2021Naperville, Il, UsHeadquartered in the Chicago area, Context 4 Healthcare, Inc. has more than 33 years of experience in software & data products for healthcare compliance. Our solutions impact more than 4,000 clients & tens of millions of lives. Accomplishments:● Maintained > 98% Customer Retention managing a $6M P&L● Implemented new Customer Onboarding process and documentation to increase time to value forcustomers.● Managed implementation of Microsoft Dynamics CRM for sales and support -
Business OperationsGe Healthcare It 2014 - 2017Chicago, UsAssist the Director of Support with various operations and projects related to the Customer support team.Accomplishments:• Implemented workforce management strategy • Manage OT Spend for Customer Center• Update and review Key Performance Indicators for WFM with Customer Center Directors and Managers• Developed Capacity Model for Professional Services Teams -
Regional Vp Of OperationsHealthport 2007 - 2014Alpharetta, Ga, UsA comprehensive healthcare data management solution designed to streamline operations, optimize revenue, and improve patient outcomes. With over 40 years of experience in the healthcare industry, Healthport has developed a robust system that simplifies health information management, ensuring secure and efficient access to medical records.Provide leadership to 7 remote managers, 200+ employees and 1400+ customers with a $20M P&L. Accomplishments: • Maintained 99% Customer Retention.• Provide ongoing training and education to District Managers and their team. • Implemented new customer survey process communicating overall customer satisfaction results by region, managers and representatives.• Account management for high revenue accounts providing weekly review of site metrics and reporting.• Centralized processing of requests for large clinic organizations resulting in decrease labor and expenses.• Assist sales with new customers, and negotiating current customer contracts to meet Service level a agreements.• Knowledgeable in HIPAA, Medicare and Medicaid -
Director Of Application And Customer SupportMckesson 2004 - 2007Providing software support for materials and financial management in health systems. Provide leadership to level 1 and 2 support teams a total of 50 employees and 500+ customers handling an average of 100 incoming calls per day.Accomplishments: • Created employee and department scorecards to drive key performance indicators which resulted in >98% NPS scores for 3 years. • Developed Process to transition customers from implementation to support resulting in decreased escalations and increased customer satisfaction• Implemented knowledge management solutions resulting in 50% of cases being closed Initial contact. • Interacted with internal and external customers in response to requests while ensuring operations and procedures were executed, promoting positive business relationships and alliances
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Product Support ManagerMckesson Information Solutions Jul 1999 - Oct 2004Manager in the Customer Support department responsible for managing 16+ employees, collaborating with cross functional teams to prioritize software defects, enhancements and new releases. In addition participated and completed the Support Center Practices Certification process resulting in creating and implementing process improvements to track KPI's and improve overall customer service.
Susan Schneider Skills
Susan Schneider Education Details
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Lake Forest Graduate School Of ManagementMaster Of Business Administration (M.B.A.) -
Marquette UniversityBio Medical
Frequently Asked Questions about Susan Schneider
What is Susan Schneider's role at the current company?
Susan Schneider's current role is Support and Operations Leader | Customer Success Leader.
What is Susan Schneider's email address?
Susan Schneider's email address is sc****@****bal.net
What schools did Susan Schneider attend?
Susan Schneider attended Lake Forest Graduate School Of Management, Marquette University.
What skills is Susan Schneider known for?
Susan Schneider has skills like Management, Software Documentation, Hipaa, Healthcare Information Technology, Crm, Healthcare, Ehr, Project Management, Customer Service, Emr, Financial Analysis, Microsoft Office.
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