YVETTE BOBCIK

Lemont, IL ad0q5i@r.postjobfree.com

708-***-**** linkedin.com/in/yvette-bobcik

SENIOR CUSTOMER SUCCESS MANAGER

STRATEGIC PLANNING ● PORTFOLIO MANAGEMENT ● TECHNOLOGY PROJECT MANAGEMENT

ENTERPRISE HEALTHCARE TECHNOLOGY SOLUTIONS

Trusted advisor and coach to clients, executives, highly diverse and talented teams. Reputation as a dedicated, energetic, and diligent worker with deep personal integrity. Flexible and versatile – able to maintain a sense of balance under pressure. History of managing complex projects and relationships to deliver client value. Ability to create cooperation between multiple stakeholders.

Recognized SME: IT project management, healthcare technology, account management, implementations, client Relationships, optimizations, on-time delivery, problem-solving, and more.

Cultivates partnerships and builds trusted relationships across stakeholders and groups including executive-level communications to provide updates, recommendations, and insights.

Leads and develops teams ensuring high-level performance and prioritizing ongoing talent development and cross-function collaboration.

Skills:

Healthcare Technology, Portfolio Management, Team Leadership & Development, Process Optimization, Strategic Planning, Client Relationships, Account Management, IT Project Management, Implementations, Client-Facing Technology, Cost Savings, SOWs, Negotiations Agile Scrum, Release Management

PROFESSIONAL EXPERIENCE

Managing Director, Implementation & Client Success Team, Evolent Health, Inc (2016 – Present)

Drives strategic initiatives through portfolio management, client management, team development, and resource management ensuring successful deployment of proprietary health technology platforms. Direct an 8-person Client Success team and Implementation teams of up to 35 people.

Led a 30-person cross-functional team. Achieved 98% on-time delivery of strategic initiatives within cost and budget.

Delivered a 24-month project ensuring 100% claims processing accuracy within federal mandates.

Oversaw Annual Open Enrollment. Designed and implemented a repeatable toolkit reducing costs by up to 15%.

Ensure program and project goals are accomplished within approved timeframe, scope, and budget.

Collaborate with executive leadership to define, develop, and implement strategy and policies.

Cultivate an environment rooted in a growth mindset for the individual while achieving desired outcomes for the organization.

Accountable for the stability, performance, production, compliance, roadmap strategy and development initiatives for each workstream within the portfolio.

Focus on achieving stakeholder objectives. Manages risks and issues and communicates plans to ensure team alignment.

Trusted advisor to all stakeholders.

Addresses customer expectations encompassing risk assessments, mitigation, and contingency plans.

Director of Account Services, Aldera Inc. (2011 – 2016) Acquired by Evolent Health.

Provided client relationship management and managed team software projects. Led 10-member team responsible for software upgrades, server moves, and new client system implementations focusing client management, strategic plan development and execution. Optimize client contracts to internal company budgets, without client dissatisfaction.

Achieved 100% renewals every year.

Generated 20 % of company monthly revenue.

Developed Customer Service Representative, Account Manager, and Account Executive, teams.

Managed client renewal initiatives focusing on client retention, multiple year agreements and improving profitability.

Prepared and presented client performance reviews including identification of cost drivers and recommendations for cost savings.

Defined and executed “rules of engagement” between Account Services team and Implementation Services organization ensuring synergy between business and implementations.

Recruited and hired Customer Service Representatives.

Reported to senior leadership team quarterly regarding client profitability and satisfaction.

Account Manager, Healthation, Inc. (2007 – 2011) Rebranded as Aldera.

Managed client relationships and provided project management and oversight of client initiatives to achieve fiscal revenue targets, client satisfaction, budget, quality, and delivery goals. Managed project team of 8-12 people including developers, quality assurance, service, and sales personnel.

Achieved over 80% on-time delivery for all projects. Achieved 100% client satisfaction.

Developed, managed, and administered strategic plan and entire software implementation process for clients including discovery, design, build, test/train, deploy, transition and close.

Organized and led business planning meetings, executive briefings, and strategic planning meetings; represented vendor and client in board meetings.

Ensured consistent client satisfaction by collaborating with client teams and vendor business units to meet project deliverables, achieve expected service levels and resolve issues.

EDUCATION

Bachelor of Business Administration, University of Illinois at Chicago, Chicago, IL

PROFESSIONAL DEVELOPMENT

Project Management, Agile Scrum, KanBan

TECHNOLOGY

MS Office, SharePoint, Salesforce, Jira, Clarizen, Workday

COMMUNITY SERVICE

Breast Cancer Awareness

Board, United Moravian Society

American Sokol Association

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