JOSEPH LAMAR COWART

Mobile, AL – Open to Travel, Remote, Hybrid & On-site

251-***-**** ad1zrg@r.postjobfree.com linkedin.com/in/lamarcowart lamarcowart.com Summary: VP Client Experience Operations Excellence Strategic client experience and operations excellence executive adept at intertwining client experience excellence with operational efficiency. Recognized for spearheading transformative customer-centric initiatives and introducing feedback mechanisms that foster continuous improvement. Noteworthy for consistently achieving a 98% client retention rate by leveraging large client account management prowess and optimizing customer journeys. Demonstrated acumen in launching pioneering projects like an innovative Learning Management Department and harmonizing multifaceted teams. Known for Identifying processes and implementing changes to meet standards for quality, exceeding fulfillment goals and increasing revenue. Adept at customizing solutions to fit consumer needs and ensuring seamless integrations. Entrusted with leadership roles over teams of 380 cross- functional staff and managing P&L upwards of $100MM. Career Highlights:

● Established and led a world-class Customer Success Team within 12 months to service over 600 clients achieving a consistent 98% client retention rate leading to a 30% increase in ARR from program inception while reducing client churn rate.

● Managed a 2-year migration of 92% of client base from an acquired company's software to CPSI platform, generating an additional $200MM in revenue.

● Innovated online and virtual learning opportunities improving customer service while reducing travel expenses by 75% resulting in positive impacts of gross profits resulting in record EBITDA performance.

● Designed and restructured outdated implementation architecture by developing a Project Delivery Office, doubling onboarding capacity for net new installations, generating additional $36MM in yearly revenue.

● Revitalized client interaction paradigms, reducing operational redundancy by 30%, enhancing the overall client experience.

Areas of Expertise

Strategic Planning, Customer Relationship Management, Team Leadership, Operational Excellence, Product Implementation, Cross-functional Collaboration, Client Retention Strategies, Data Analytics and Reporting, Business Development, Conflict Resolution, Financial Management, Process Improvement, Performance Metrics Analysis, Change Management, Training and Development, Talent Acquisition, Organizational Design, Personnel Development

Technologies: Microsoft Office, Salesforce, Docebo, GuideCX, Workday, Software as a Service (SaaS) Methodologies: Waterfall PM

Professional Experience

CPSI leading provider of healthcare solutions and services for community hospitals, clinics and post-acute care facilities. Vice President - Client Services/Relations Jan 2010 - Aug 2023 Managed all post-sales product implementation of a full electronic health record, overseeing all employee and client outcomes for each project. Directed the company's client success teams and spearheaded the establishment of the company's first Learning Management Department. Led the Interface Division, ensuring a seamless transition between the company's tech platforms and customer requirements. Led 380 staff members and

$100MM budget.

Key Skills: Product Implementation, Team Leadership, Learning Management, Customer Relationship Management

■ Established and directed a world-class Customer Success Team within 12 months to service over 600, achieving a consistent 98% client retention rate for 8 consecutive years and increasing add-on sales by 30% YoY.

■ Oversaw a 2-year transition, migrating 92% of clients to the CPSI platform, capturing additional $200MM in revenue.

J Lamar Cowart 2

■ Developed and launched digital learning platforms, enhancing service and cutting travel costs by 75%, pushing EBITDA to record highs.

■ Deployed 400+ Electronic Healthcare Systems with 100% compliance with ARRA allowing clients to receive highest funding amounts and leading company ranked #1 among EHR vendors for small and rural hospitals for 5 years.

■ Identified talent/potential and as a transformational and servant leader, developed and mentored 50+ individual contributors into company leaders including Project Managers, Directors, VPs, and company CEO.

■ Grew company revenue by 13% by creating and implementing a Sales to Service model helping the sales win rates jump by 20% to a closure rate of 90%.

■ Achieved transformational change by creating unified teams focused on common goals and motivated individuals to achieve their professional best.

Senior Director of Product Implementation OCT 2004 - JAN 2010 Directed client-facing product deployment across net new clients and added-on post original go-live implementations. Consolidated various client-facing teams for enhanced service delivery, ensuring consistency and streamlined operations.

Key Skills: Client Engagement, Operational Efficiency, Team Consolidation, Project Management

■ Unified 2 divisions (Financial Solutions and Clinical) to form a consistent Client Services unit, leading to a 30% reduction in task redundancy and improving client experience by eliminating multiple decision-making voices.

■ Introduced a Project Delivery Office, doubling onboarding for new installations and adding $36MM in annual revenue.

■ Revamped support model by prioritizing experienced support representatives for initial calls and introducing a web-based support system, resulting in a 30% yearly reduction in open cases.

■ Tapped into new market of larger hospitals and within 12 months, signed 8 new customers resulting in $12MM increase in revenue.

■ Launched regional education conferences in 6 US regions, promoting a 40% boost in product usage within the first year and escalating client satisfaction rates in the most challenging region by 40%. Additional Experience

CPSI: Senior Project Manager

CPSI: Project Manager

CPSI: Implementation/Support Manager

International Paper: Management Training Program

Education and Other

Bachelor of Science (BS) Degree Business Administration University of South Alabama Volunteer: Baysox Baseball Academy Operations Director Homeless Shelter Server Toastmaster President