Success Consultant Relationship Manager
Resume:
CHIEDZA NADIA TAPFUMANEYI
Senior Success Consultant - Healthcare
309-***-**** ***********@*****.*** Chicago, IL60618
SUMMARY
Highly motivated individual with experience as a customer relationship manager and product expert throughout the lifecycle. Well-versed in process optimization and helping customers define and/or document stakeholder's business requirements. Adept at developing and implementing strategies to counteract business challenges and bring the customer's vision into a value-based solution. Possess extensive knowledge of the industry with a focus on client satisfaction, stakeholder relationships and driving product expansion and maturity. EDUCATION
Bachelor of Arts (B.A.): Neuroscience/Economics
Galesburg, IL
06/2015 - Present Galesburg
EXPERIENCE
Senior Success Consultant - Healthcare
CSI Healthcare IT 01/2020 - Present Jacksonville, FL Company Description
Built relationships with multi-level stakeholders to uncover business needs resulting in a 30% increase in cross-selling opportunities.
Provided leadership and served as a technical resource to onsite team; designing, negotiating, epic software testing, training, implementing, and follow through on escalations.
Designed training materials and educated customers on technical tasks at the nations top 20 hospitals to improve customer experience.
Designed internal process improvements to automate repetitive tasks, shortening data delivery times through informal account management and RFP. Collaborated with cross-functional teams to define project deliverables and customer's ongoing services resulting in a 15% increase in product utilization. Identified areas of improvement within existing processes through extensive data analytics and took action to mitigate risk or capitalize on opportunities. Lead technical design and execution for data abstraction, server workloads and application to cloud IaaS & PaaS following best practices. Technical Account Manager
DIVURGENT 01/2016 - 01/2020 Virginia Beach,VA
Company Description
Learned and leveraged product knowledge as well as industry best practices to increase program operation maturity and expand customer facing programs. Resolved common technical aspects of Epic software, including communicating with technical audiences on security, privacy and protocols for APIs/SLAs. Built and maintained multi-level client stakeholder relationships to ensure improved customer relationships and satisfaction.
Developed and executed customer success plans resulting in a 25% increase in customer retention, working with C-Level executives.
Provided regular product training, support and updates, resulted in a 10% decrease in customer churn.
Managed product roadmap with cross-functional teams including; account executives and analysts on technical designing and architecting of client business needs towards complex solutions.
Application Support Specialist
OSF Medical Center 01/2015 - 01/2016 Galesburg, IL Company Description
Provided technical support for users and troubleshooting of applications issues throughout product lifecycle, Including data integrations and abstractions. Diagnosed network issues and configured hardware, devices, and software for 10000+ employees.
Monitored performance metrics to detect and diagnose application issues quickly. Facilitated effective communication between IT personnel and clinicians during implementation projects.
Built relationships with key decision-makers to meet customer needs resulting in a 15% increase in project efficiency.
Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
Volunteer Manager
Knox College 06/2012 - 06/2015 Galesburg, IL
Company Description
Supported daily operations and increase sales and service goals by 30%. Gained experience, exposure, and knowledge of career-specific procedures and systems. Trained 100+ staff in department procedures and requirements to build cohesive and successful team.
Established team priorities, maintained schedules and monitored performance. LANGUAGES
Zulu Native
Xhosa Native
Swahili Native
Ndebele Native
Shona Native
Spanish Beginner
AREAS OF EXPERTISE
Agile APIs Citrix CSI HTML IaaS
PaaS Process Mapping Product Roadmap
RFP SQL Stakeholder Engagement Docebo
VMWare Epic Software Genesis SLAs
SKILLS
Flexible Adaptable Customer Relationship
Technical Training Management Consulting
Stakeholder Engagement Independent
Self Starter Effective Communication
Tool / Technology
VOLUNTEERING
Soccer Coach
NBHD
2019 - Present
Coached game strategy by providing tactical advice before, during and after games.
Motivated players to reach peak performance levels through positive reinforcement methods and teamwork. E
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