Steph Hastings

Steph Hastings Email and Phone Number

Business Consultant @ Chapel Hill, NC, US
Chapel Hill, NC, US
Steph Hastings's Location
Raleigh-Durham-Chapel Hill Area, United States
About Steph Hastings

Customer Success Leader | Project Management | SaaS | Implementation | Operations | Customer Experience | Process Improvements and Analysis | Training | People Manager | Director Customer Success | Director Customer Experience | Director Implementation | Non-Profit Executive DirectorContinuous improvement, growth for customers, the business, and team members, and creating the best employee and customer experience ignites my passion for the work.Let's connect hastingssteph90@gmail.comMy 15+ years holding multiple positions in healthcare/behavioral health SaaS & service center environments makes me uniquely positioned to successfully meet key business goals, and thoughtfully build relationships to tackle and resolve challenges for both customers and my employer. I am adept at problem solving to help customers find value in the solutions offered; resulting in improved customer satisfaction/NPS [NPS increase of 20 points and CSAT average increased 11%], account growth, renewals, and net retention rate [NRR - 22% increase]. Active listening and attention to detail have been key in reducing, by half, implementation & adoption timelines and improving customer satisfaction. My customer advocacy with product management resulted in software workflow efficiencies and customer experience improvements.I have experience managing complex projects (for Government, Insurers/Payers, Fortune 100/500 clients), leading implementations, performing account management/customer success duties, change management, people management (8-56 employees), overseeing quality, customer recovery, customer experience and learning & development functions in start-ups, non-profits, large private & public organizations.Curiosity, resiliency, mission-driven, client-focused and being a servant leader have been the important drivers spurring me in the roles I have held, including my next.Contact me today. I would love to share how I use my skills/experience to make the customers and our company successful. hastingssteph90@gmail.com

Steph Hastings's Current Company Details
Talison Consulting

Talison Consulting

Business Consultant
Chapel Hill, NC, US
Steph Hastings Work Experience Details
  • Talison Consulting
    Business Consultant
    Talison Consulting
    Chapel Hill, Nc, Us
  • Relias
    Manager, Enterprise Client Success
    Relias Jun 2019 - May 2024
    Morrisville, North Carolina, United States
    Relias is an award-winning technology company providing SaaS solutions for reducing risk and improving the quality of care across the healthcare spectrum.• Managed the change process & strategic plans for the evolution of Client Success from Tier II Support to professional Customer Success Managers, resulting in improvements in all KPIs. • Led and developed a team of 11 Client Success Managers (remote), focusing on strategic risk reduction and ensuring high reliability for clinical teams in national and governmental healthcare organizations. The cohesive team exceeded upsell and renewal targets.• Managed a $30M client base, achieving a 20% improvement in Net Retention Rate (NRR) over the previous year, a 11% increase in client satisfaction, and a 20-point Net Promoter Score (NPS) boost.• Implemented digital engagement campaigns for Enterprise clients to increase utilization.• Created a call quality program utilizing GONG to identify, evaluate, and improve CSMs’ strategic value conversations with clients.• Served as the key client representative on cross-departmental teams for multiple product GTM and functionality launches, mapping the customer journey and advocating for current clients; redesigned the 2021 Client Satisfaction survey to enhance internal analytics and continuous service improvement.
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  • Relias
    Client Success Manager
    Relias Dec 2017 - Jun 2019
    Cary, North Carolina
    • Managed $3.6M in key Enterprise Acute healthcare clients, including two of the largest health systems in the U.S. Owning the post-sale customer lifecycle; delivering value-focused business reviews to C-Suite level, increasing adoption/utilization, and being the trusted product expert in helping to solve key business issues. 100% retention, 99% customer satisfaction, and adding $1.2M in upsell sales.• Completed timely implementations and migrations of large enterprise clients, conducting 45 client trainings in 2018. • Created the first CSM Onboarding plan and implemented a peer mentoring process to enhance the Acute CSM onboarding experience.• Led SME/user testing for product changes/upgrades (GNOSIS/Prophecy), emphasizing attention to detail and advocating for client impact across departments.Proficient in SalesForce, Gainsight, Gong, and MS Office suite.
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  • Workplace Options
    Vice President-Training & Service Quality
    Workplace Options Jul 2011 - Aug 2017
    Raleigh-Durham, North Carolina Area
    Workplace Options (WPO) is an international well-being benefit solutions company providing employee assistance counseling, wellness coaching and work-life employee benefits via call centers.• Set quality compliance objectives that supported business initiatives. Essential to the earning of ISO 9001:2008 Certification (globally) and on-going retention. Familiar with ISO 9001:2015, & 27001• Built a training strategy that motivated and supported the talent development of the organization, aligned with the strategic plan as well as compliance/regulatory requirements (HIPAA, NCQA,COQ)• Developed and managed robust internal and external auditing programs based on contractual, regulatory, compliance, and certification requirements. Provided analysis and action plans for all audits.• Created and continually improved the Quality Management System for a company that expanded from 3 to 8 service centers over 6 years.• Created the SQI (Service Quality Index) to group standard quality measures into a score that is easily understood by staff and management. The SQI helps people understand key customer service drivers, supports training, and motivates improvement. Staff met a SQI of 100% for 18 months.• Directed all Quality Assurance functions which included defining all quality procedures; testing methods; audits, risk analysis and process improvements in service quality.• Assessed gaps and opportunities for improvement, collecting stakeholder and customer feedback, and implementing robust operational process management controls• Implemented a Learning Management System (LMS – Litmos); call recording software (iContact/NICE); customer complaint system (ZenDesk), and employee recognition tool (Kudos) to improve service quality and culture reinforcement.• Managed 3 distinct departments: Auditors, Quality Assurance & Customer Recovery; Instructional Designers and Trainers in the US, UK, Portugal, and India. Program Manager for Wellbeing Training Service.
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  • Workplace Options
    Director-Implementation & Service Quality
    Workplace Options May 2003 - Jul 2011
    Raleigh-Durham, North Carolina Area
    • Recruited to revitalize an established company with an entirely new business model focused on service customization, quality, and value. Scaled-up company from 28 employees in 1 location to 1000 employees across 8 global service centers. • Confirmed clients’ and the company’s service agreements and created processes to deliver services as agreed while monitoring customer satisfaction. Developed and managed customer recovery process.• Implemented solutions for Fortune 100/500 companies, including large healthcare, pharmaceutical, and government organizations. Utilized standard project management concepts/tools. In addition, was responsible for account management, employee relations, establishing a consistent performance review process and all new hire orientations.• Led the acquisition, User Acceptance Testing (UAT), and implementation of internal technology launches. Implemented Live Connect - 1st in the industry with website service chat option.• Managed a team of 8 quality and project managers, business analysts, and web developers, ensuring effective project execution and delivery.
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Steph Hastings Education Details

Frequently Asked Questions about Steph Hastings

What company does Steph Hastings work for?

Steph Hastings works for Talison Consulting

What is Steph Hastings's role at the current company?

Steph Hastings's current role is Business Consultant.

What schools did Steph Hastings attend?

Steph Hastings attended Cornell University.

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