Mick Benjamin

Senior Implementation Manager Customer Success Lead

Address Dallas TX 75204

Phone 630-***-****

E-mail ad3v89@r.postjobfree.com

Linked-in www.linkedin.com/in/mick-mcgowan

Driven IT professional with 8+ years of experience in software implementation and customer success management for healthcare organizations. Skilled in project management, process improvement, and creative problem-solving. Adept at building strong relationships with customers and stakeholders to solve complex problems and drive mutual long-term success. Well-versed in remote and on-site customer engagement and project collaboration for domestic and international organizations. Work History

July 2021 -

Sep 2023

Jan 2020 -

Jun 2021

Senior Director of Implementation & Customer Success Epic, Madison, WI

Led and managed healthcare system executive leadership teams through multiyear transformation projects to create and execute implementation methodology, provide oversight for all activities, manage project staff, and budget in partnership with executive leadership. Managed budgets ranging from $2 to $50 million, project teams ranging from 10 to 150 people, and healthcare systems ranging in size from 479 to 5,000+ combined staffed beds. Designed an enterprise governance structure consisting of more than 60 operational workgroups and advisory councils that effectively made more than 4,500 decisions. Managed and oversaw the RFP, selection, contracting, installation planning, and implementation to replace an enterprise suite of applications and over 130 third-party systems. Directly responsible for the people management, performance evaluations, feedback, and team culture for Epic team sizes ranging from 5-50+ people; structured hierarchical reporting with 4-7 direct reports. All implementations have achieved positive outcomes, including HIMSS Stage 6 & 7 for exceedingly high feature adoption and Revenue Cycle performance. Live-use cumulative charges, cash payments, and cumulative revenue consistently over pre-live baselines. Director of Customer Success

Epic, Madison, WI

Responsible for the oversight, management, and performance of 30 account executives. Guided each account executive through serious escalations, mergers and acquisition planning, executive communication, and coached them based on client feedback. Served as a key escalation point person and strategic consultant to evaluate, consult, and influence decisions to ensure positive outcomes based on best practices within the healthcare industry. Jan 2019 –

Jan 2020

Jun 2015 –

Dec 2018

May 2014 –

May 2015

Jul 2013 -

May 2015

Customer Success Manager

Epic, Madison, WI

Partnered with a large multi-national healthcare system executive leadership team to guide strategic road mapping, responding to escalations, sales, and implementation planning management. Improved patient safety, patient engagement, clinician efficiency, and financial performance by increasing feature adoption/system use, operationalization of implemented products, and designing improvement roadmaps by sharing best practices from comparable organizations. Project Manager & Clinical Implementation Lead

Epic, Madison, WI

Led the technical and operational physician implementation team at a multi-hospital healthcare system, a prestigious academic medical center, and a first-in-country international implementation (Canada). Partnered with the Chief Medical Officer, Chief Medical Informatics Officer, and other physician leaders to design and implement an Enterprise EHR.

Developed and executed an operational change management process by managing a team of 6-11 people.

Business Development Apprentice

Rolls-Royce, Pittsburgh, PA

• Strategy and Business Development internship as an apprentice for the North American VP of Business Development at Rolls-Royce Nuclear Services.

Finance Intern

Orange County Office of Management and Budget (OMB), Orlando, FL

• Assisted in coordinating and managing State and Federal Grants via the Grants Coordinator of Orange County.

Education

Aug 2011 -

May 2015

Bachelor of Arts: International Business

Rollins College, Winter Park, FL

• Graduated Cum Laude with a minor in Economics.

• Semester abroad studying business at Queen Mary University London, UK. Relevant Project Experience

United States

• CHRISTUS Health System - Irving TX

• Jefferson Health System - Philadelphia PA

• Boston Medical Center - Boston MA

• Inova Health System - Falls Church VA

• Bon Secours Health System - Richmond VA

• Salem Health - Salem OR

International

• Apotti Health - Helsinki Finland

• Singapore Ministry of Health - Singapore

• Dubai Health Authority - Dubai UAE

• SickKids Hospital – Toronto, ON Canada

• Mackenzie Health - Richmond Hill, ON Canada

Contact this candidate