TED THOMASSON

Stow, OH 330-***-****

linkedin.com/in/tedthomasson/ ad3g95@r.postjobfree.com

Results-driven change agent with highly competitive, innovative, entrepreneurial, and global mindset. 20 + years combined leadership expertise in executive roles, project management, professional services, and customer success. Significant experience in healthcare consulting and software implementation/development. Understands the organizational structure on all levels and can guide, mentor, and lead others. Currently seeking a Senior level opportunity to advance my career while also advancing the institutional vision and mission.

SIGNATURE ACHIEVEMENTS

●Managed customer success, support, and onboarding teams at IBM Watson Health a $1 billion dollar population health organization.

●Served as Customer Escalation manager solving hundreds of issues with up to 15 Technical Account Managers at the world’s largest clinical trial platform during COVID.

●15 + years leadership experience in customer facing roles leading professional services teams and serving as Project/Program Manager for start-ups and multinational corporations. Both onshore and offshore resources

●Served as Senior Project Manager on a successful multi-year ERP application development project that is now marketed worldwide. (www.trulinx.com)

ConcertAI Boston MA

Senior Customer Service Manager 4/2022-3/2023

SaaS company that developed and supports a cloud-based platform for the specialty pharmacy business. The organization serves pharmaceutical companies around the world and has over 200 employees with revenues exceeding $10 million.

●Reported to the Director of Customer Services and managed two teams of 5-6 CSR reps each managing 25-30 requests/week.

●Ensured the retention (100%) of the two largest clients with $2 million of revenue each. Clients included Abbvie and Asteallas pharmaceutical companies.

●Partnered with sales to sell additional services totaling $1 million/year that drove customer adoption.

●Client project teams were large (>20 resources) and represented numerous areas within their organization with each area having competing interests. Served as the mediator between groups and prioritized projects based on achieving agreement within the different areas.

●Mentored the CSRs on client management skills include budgets, status reports, deesclation, etc.

Technology Environments: Jira, Salesforce, Smartsheet, AWS

Skills: Leadership · Customer Success · Account Management · Problem Solving · Customer Satisfaction · Customer Service · Software as a Service (SaaS) · Customer Onboarding · People Management

Medidata Inc. NY,NY

Senior Customer Escalation Manager 8/2020-4/2022

Medidata is the leading provider of SaaS and data analytics solutions that support clinical research. The organization provides the platform to manage 30,000+ clinical trials, 9 million participants, and 2300 customers. The platform is used all over the world and is available in multiple time zones and languages.

●Reported to the Senior VP of Customer Support and worked with the Education, Technical Account Manager team, and Engineering resources to resolve 40,000 service tickets/year

●Developed custom Tableau reports to identify trends within the service ticket database. Met regularly with the engineering team to review these reports and assisted in prioritizing bug fixes which help reduce the time to resolve critical fixes within the platform by 15% (weeks instead of months).

●Established processes with Technical Account Managers to increase the level of customer service by including standard Status and budgeting reports. Status reports reduced the number of complaints within the support team by 15% over 12 months and budgeting reports increased customer satisfaction by 5% and provided Medidata management a more consistent view of each customer’s activity.

●Worked with the training team to implement department wide customer facing training to train teams how to manage a customer and how to deal with a difficult customer. Training was well received and is now a requirement for all new members of the support teams.

●Designed and implemented Defects dashboards using JIRA which provided a list of open/closed/on hold issues by customer, product, and TAM. Dashboards provided a worklist for each customer and helped reduce the confusion of which issues were opened/closed increasing customer satisfaction.

Technology Environments: Zendesk, Jira, Salesforce, Smartsheet, Gainsight, Oracle

Skills: Strategic Thinking · Critical Thinking · Creativity · Project Management · Leadership · Business Process Improvement · Account Management · Problem Solving · Customer Satisfaction

Life Image Boston, MA

Director Professional Services 7/2019-8/2020

SaaS software company that developed and supports a cloud-based image exchange system of curated clinical and imaging data for physicians, hospitals, radiologists, and patients. Their software supports the transfer of XRAYS and MRI images across the internet in a secure fashion.

●The Professional services team was made up of 22 FTE’s and included project managers, business analysts, implementation consultants, and support resources. The team was responsible for all customers facing responsibilities.

●Ensured that the services provided were designed and developed to provide maximum customer satisfaction and retention (90% during my tenure)

●Established metrics used to monitor and manage the customer support process. Reduced the number of support tickets by 15% by implementing standardized processes and weekly customer meetings.

●Worked with engineering to streamline implementation processes and reduce time to implement by 10%.

●Reviewed and approved all customer invoices and collaborated with customers to resolve any disputes.

●Participated regularly in pre-sales activities to reduce the number of improper sales and increase the percentage of completed sales (5%).

●Left Life Image to get involved in COVID vaccines.

Technology Environments: Amazon Cloud, Jira, Postgres, Salesforce, Smartsheet

Skills: IT Leadership · Organization Skills · Strategic Thinking · Team Building · Client Relations · Team Leadership · Organizational Change Management · Budgeting · Cross-functional Team Leadership · Creativity · Project Management · Healthcare · Process Improvement · Strategic Planning · Business Process Improvement · Enterprise Software · Customer Success · Continuous Improvement · IT Project Implementation · Problem Solving · Customer Satisfaction · Customer Service · Communication · Agile Methodologies · Service Delivery · Salesforce.com · Software as a Service (SaaS) · Customer Onboarding

IBM WATSON HEALTH Cleveland, OH

Director Customer Onboarding/Success 12/2015-3/2019

SaaS software company that developed and supports a cloud-based population health system for hospitals within the U.S. with over $1 billion dollars in revenue. Currently maintains a database with clinical data of over 60 million patients.

●Ensured that all data required to support the IBM Population Health Environment including clinical and claims data was properly ingested and standardized every 24 hours.

●Led the Data Standardization team in implementing a 3rd party Data Standardization application and reduced the time to standardize clinical data by 50%.

●Initiated lean (Six Sigma) processes which doubled the number of successful integrations within a 12-month period.

●Reduced fire drills by 75% through improving communication processes throughout the organization.

●Met regularly with the Product Management Team to define the requirements of the next generation of integration tooling.

●Served as Account/Project Manager and primary escalation contact for high-profile customers with over $2 billion in revenue.

●Certified IBM Manager

Technology Environments: Jira, Confluence, MS-Project, SQL, FHIR, and MS-Office Suit

Skills: Presentation Development · IT Leadership · Organization Skills · Strategic Thinking · Project Planning · Team Building · Client Relations · Team Leadership · Data Analysis · Organizational Change Management · Critical Thinking · Budgeting · Cross-functional Team Leadership · Creativity · Project Management · Healthcare · Strategic Planning · IT Management · Requirements Analysis · IT Strategy · Leadership · Business Process Improvement · Program Management · Customer Success · Continuous Improvement · Account Management · Problem Solving · Customer Satisfaction · Customer Service · Communication · Analytical Skills · Software as a Service (SaaS) · Customer Onboarding

SIEMENS HEALTHCARE Malvern, PA

Senior Implementation Program Manager 3/2011-12/2015

SaaS software company that developed and supports a cloud based EHR (Soarian) system used by hospitals to enter and maintain patient clinical and claims data.

●Served as a key engagement manager for five hospitals involving 50 active projects including Clinical, Financial, Laboratory, ED, and Radiology. Collaborated on pre-sales activities used to attain new business.

●Managed a successful Siemens Soarian EMR implementation project at Howard University Hospital with a $20M dollar budget. Completed on-time and 15% under budget. Managed 60+ customer and Siemen’s resources

●Meaningful Use 2 Subject Matter Expert. Developed and provided education for 50+ customers on the requirements for transition of care.

●Implemented MobileMD Patient Portal, Transition of Care, Soarian Communication Services and Quality measures. Managed first customers at Siemens that met MU requirements.

●Managed ‘everything Siemens’ at 5 regional hospitals. Met regularly with hospital Senior executives to outline strategy and estimated budgets. Worked with Siemens to establish project timelines and scope, governed budget, secured necessary resources, and directed operations on all large-scale initiatives from start to finish.

Skills: Presentation Development · IT Leadership · Project Planning · Scope Management · Team Building · Client Relations · Team Leadership · Data Analysis · Client Services · Organizational Change Management · Critical Thinking · Budgeting · Creativity · Project Management · Healthcare · Management · Process Improvement · Strategic Planning · Leadership · Consulting · Business Process · Business Process Improvement · Program Management · Enterprise Software · Continuous Improvement · Account Management · IT Project Implementation · Problem Solving · Customer Satisfaction · Customer Support · Customer Service · Communication · HIE · Service Deliver

ADDITIONAL EXPERIENCE

●Served as a program/project manager, business analyst, and software developer on numerous custom application development projects using both Agile and Waterfall methodology. Applications included Metallurgy Management, various Healthcare apps, and Customer Portals using C# and ASP.Net.

●Designed and managed the development of an outpatient patient registration MyChart ‘add-on’ at the Cleveland Clinic which increased the quality of outpatient registration data by 30%.

●Designed, developed, marketed, and supported a PC based supplier and receiving quality application. The application was marketed worldwide and was translated into four different languages with over sixty installations.

EDUCATION & CREDENTIALS

Bachelor of Arts in Business Administration

Majors: Computer and Management Science (Operations Research)

Kent State University

Kent, Ohio

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