Steph Hastings Email & Phone Number

Chapel Hill, NC, US

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.
• 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.

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.
• 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.

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.

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.
• 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.
• 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.