Stephanie Walsh Email & Phone Number

Texas, United States

Conshohocken, PA, US

• Transformed customer engagement, doubling upsell opportunities within 2 years, while leading engagement strategy, P&L management and overseeing cross-functional teams of 60 employees.
• Collaborated with sales, marketing, product, and development to devise annual strategies to expand value and reduce churn for 5 SAAS products.
• Improved customer satisfaction (OSAT) from 73% to 84%, by creating targeted strategies for each product within the portfolio.
• Made improvements in all areas of application support: issue resolution (79% to 83%), speed of resolution (76% - 81%), professionalism (93% to 95%), and communication (80% to 91%).
• Used data to analyze trends in MRR and ARR to refine our engagement model, as well as insights to understand individual customer usage of features within the application and identified opportunities to expand usage.

Conshohocken, PA, US

• Led efforts to expand the footprint of solutions into the specialty physician’s space.
• Served as Program Director for one of 5 Enterprise Strategic Programs (ESP), focused on Patient Engagement solutions serving all lines of business within the Specialty Group.
• Researched strategic software partners for patient engagement and genetic testing solutions, created and managed the RFP proposal process, and ran contract negotiations.
• Led team of Customer Experience SME’s to develop roadmaps for new offerings on existing solutions.

Conshohocken, PA, US

• Delivered IT solutions to 5 specialty business units, helping them to achieve annual financial and customer satisfaction targets. Cultivated relationships with executive leadership teams, driving increased adoption of.
• Managed IT portfolio of projects for all 5 businesses which represented between 10 -15M of IT investment annually.
• Implemented the best practice of MBR’s for each BU showing progress on projects, and explanation of overall IT investment on their Bill of IT.
• Lead team of account managers and helped them evolve from order takers to trusted advisors to each business unit.
• Worked with matrixed teams withing IT shared service consisting of Project Managers, Product Mangers, and Delivery to ensure expectations are met to deliver projects on time, on budget and with quality.
• Sharpened conflict management skills and developed communication to business sponsors to eliminate surprises and reduce friction between IT and the business.

Conshohocken, PA, US

• Led a team focused on the financial modules within BAAN ERP, to ensure both daily processing of all transactions but also responsible for all projects related to enhancing the application to meet needs of the growing.
• Designed solutions to answer business problems within the ERP. Researched ways to provide options to the business owner on best way to move forward.
• Expanded the footprint from 4 business units to 13 during these years, including Canadian companies.
• Interfaced with the Data Warehouse team to ensure nightly loads would finish on time and daily reporting would be accurate.
• Proficient in EDI transactions including invoicing, purchase orders, and chargebacks.

Conshohocken, PA, US