Relationship Manager

Sara Luckie

Dallas, TX ***** ******.******@*****.*** 682-***-****

X

PROFESSIONAL EXPERIENCE

WAGEWORKS, INC Irving, TX

RELATIONSHIP MANAGER Feb - Jun 2018

Managed all aspects of the client relationship to ensure client satisfaction by providing direct support to client’s key contacts via interaction, partnering directly with client’s human resources, payroll and benefits contacts

Thoroughly researched all client issues utilizing all available resources

Proactively acted as a client advocate for best practices, managed all aspects of the client relationship and worked to ensure client satisfaction by providing direct support to client’s key contacts

Utilize project and change management skills to respond to client customization requests.

PDX-NHIN-RX.COM COMMUNITY HEALTHCARE NETWORK Ft. Worth, TX

PRODUCT STRATEGIST, ACCOUNT MANAGER, IMPLEMENTATION 2001– 2016

Full cycle implementations of pharmacy software products

Used extensive product knowledge to develop product strategy

Demonstrated the product to existing and potential clients throughout the healthcare industry

Worked with customers to gather requirements, create User Stories and liaised with management to prioritize customer needs.

Collaborated with cross-functional internal teams and clients to determine key strategic partners for products.

Successfully demonstrated the product to assist the executive sales team by creating numerous new feature / functionality presentations for major industry trade shows and sales presentations.

Negotiated contracts and responded to RFP/RFI's

Gathered Kaiser Permanente product owner business requirements by participating in each pre-planning session to negotiate and compromise with Kaiser to arrive at viable solutions.

Assisted in creating both Business and IT User Stories for Kaiser Permanente

Aligned the software development work between Kaiser Permanente and the company by gathering functional requirements from business and technical product owners and partnering with the project management group to establish sprint teams.

Collaborated with Kaiser Permanente’s Program/Project Management teams to create/adjust new development Project Plans for implementation

Tracked Kaiser Permanente's project status by creating an executive status report, incorporating Microsoft CRM and Rally systems, to keep internal and client executives informed of the progress including development releases, defect releases, risks, upcoming milestones, company responsibilities, etc.

Supported the Alpha and Beta testing by serving as the onsite liaison for Kaiser Permanente leading up to pre-conversion and ultimately the conversion from the existing pharmacy system to the new one.

Provided exceptional support for pharmacy personnel during new pharmacy conversions and new product implementations

Served as a mentor to several new employees by allowing shadowing during go-live situations including turning over lead responsibilities to the mentee.

Guided trainers on best-practice protocols for establishing strong, productive working relationships with cross functional teams and clients

Met customer deliverables and go-live dates to ensure solid pilot go-live timelines and dates.

Trained internal staff, including creating / updating training manuals for internal and customer use.

Assisted with classroom end-user personnel training after completing a six week training course.

EDUCATION AND PROFESSIONAL DEVELOPMENT

Bachelor of Science in Fashion Merchandising, Texas Christian University

SPECIALIZED KNOWLEDGE, SKILLS & ABILITIES:

Proficient with Microsoft Office Suite, specifically with Outlook, PowerPoint, Word and Excel

Project Management experience with Rally Development, Microsoft CRM, Salesforce

Detail oriented

Great listening, communication and presentation skills

Excellent time management and organizational abilities

High commitment to client satisfaction are required

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