Susan Schneider Email & Phone Number

Oak Brook, Il, Us

Behavioral 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.

Naperville, Il, Us

Headquartered 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

Chicago, Us

Assist 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

Alpharetta, Ga, Us

A 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

Providing 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

Manager 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.

Master Of Business Administration (M.B.A.)

Bs Engineering, Bio Medical