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Manager Customer

Location:
De Land, FL
Posted:
February 18, 2020

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Resume:

David Foelker, PMP

Deland, FL ***** 386-***-**** adbuf6@r.postjobfree.com www.linkedin.com/in/davidfoelker/

Executive Account Management Technical Governance Project & Program Leadership

Accomplished Customer Success and Technical Executive Management expert,

profitably managing multi-million-dollar programs.

Respected leader who employs sound project management techniques through deep knowledge of strategic and thoughtful approaches to process optimization, client support excellence and compliance. Effectively navigates diverse scope and analysis using key indicators and factors. Actively participates in proposal development and contract negotiations using price building and work-breakdown strategies that deliver. Thorough understanding of cost control, structure, pool rates and ETC’s. Exceptional communicator and inviting personality that inspires trust in abilities from peers and clients at all levels. Skillfully balances client needs with corporate objectives. Builds effective teams with top talent through hands-on leadership and promoting positive working environments with opportunities to develop new skills. Passionate about delivering solutions that make sense through detailed analysis and constant streamlined evaluations that ensure projects success in budgets, timelines and results. Operates in a way that fosters and increases technology adoption at all levels. Develops actionable ideas to complete execution on diverse and creative initiatives. Native English speaker, German (Read/Write), Previous top-secret security clearance.

Technical Proficiencies: ITIL, PACS, RIS, DICOM, HL7, DICOM, iVault, iSite, XIRIS

ACCOMPLISHMENTS

Managed over 15 accounts with combined contracts worth over $63M through ongoing customer ROI, value proposition, and business goals that placed value on the client relationship.

Managed and implemented over 30 medical related computer systems for net new projects using strategic and effective project management principles.

Reversed critical customer accounts leading to contract renewals through system optimization, dedicated customer support, hardware refresh and system upgrades.

Managed execution of $7M budget through implementing a streamlined reporting process.

Saved $2M through reprioritization and key budget modifications after 40% budget cut.

Directed and scheduled $13M flying program of over 9.5K sorties.

Produced comprehensive final report of $1.8B aircraft system, resolving discrepancies and evaluating successes.

Identified anomalies during testing of $12B missile system; maintained test schedule.

Supervised flying operations for over 100 aircraft and pilots; reorganized and optimized procedures during 40% manpower reduction resulting in full productivity.

CORE PROFICIENCIES

Project Management Executive Customer Service Training & Development Infrastructure Planning Contracts & Negotiation Vendor Management Product Support Site & Modality Planning Compliance Cyber Security Audits Public Speaking

Technical Management Process Optimization Risk Identification & Mitigation Staff Management Teleradiology EQ

Strategic Analysis Team Building & Empowerment Engineering Assessments Workflow Analysis Medical Imaging

Systems Testing & Evaluation Systems Acquisitions SWOT Regulatory Requirements Vendor Management

Proposals & Contracts Customer Success Management Configuration & Network Design Lean Six Sigma Kaizen

PROFESSIONAL HISTORY

Customer Success Manager (Promoted) Philips Healthcare Dec 2017 Jan 2020

Responsible for overall customer satisfaction for Healthcare Informatics products and systems. Facilitated the “voice of the customer” through needs analysis and promotion. Acted as project manager for multiple and diverse projects.

Ensured deliverables were implemented including software upgrades, hardware refreshes, customer expansions, data center Moves, and HL7/API interface changes.

Led in developing and cultivating key long-term and technical stakeholder relationships with clients.

Organized periodic meetings updating customers around ongoing issues and developed customer relationship.

Conducted regular site visits reviewing issues and performing customer-facing activities such as quarterly business reviews, effectively managed commitments and expectations ensuring customer success.

Functioned as the escalation point for customer issues and communicate status of critical issues back to customers.

Worked closely with the customers to understand their clinical and technical workflow.

Maintained Customer Success Plans that included executive summary, site timeline, SWOT analysis, stakeholder analysis and performance data.

Technical Account Manager & Customer Advocate (Promoted) Philips Sep 2009 Dec 2017

Organized and hosted regular meetings to update customers on ongoing issues and to develop the customer relationship. Conducted regular site visits to review issues and assess/document system hardware and software status.

Resolved complex issues and communicated reoccurring issues to service desk with follow-up to clients.

Functioned as the escalation point for customer issues and communicate status of critical issues back to customers.

Worked closely with the customers to understand their clinical and technical workflow and plan for system optimization.

Acted as project manager for varied types of projects ensuring deliverables are implemented accordingly such as software upgrades, hardware refreshes, customer expansions, data center Moves, and HL7/API interface changes.

Interfaced between customer and various Philips departments such as service desk, build and field management teams.

Project Manager Philips Jul 2005 Sep 2009

Managed and implemented over 30 medical related computer systems, primarily Precision Archive and Communication Systems (PACS) as well as associated projects for major US hospitals. Led DOD (Dept of Army and Veterans Administration) projects.

Deployed Philips PACS solution in various models such as iVault, HA iVault, iSite Enterprise.

Coordinated and implement EHR, Transcription, 3D, and other PACS interface solutions.

Managed concurrent and multiple projects successfully through effective leadership and consistent evaluations.

Ensured consistent and successful customer acceptance of all projects.

Maintained full implementation knowledge of HL7, DICOM, iVault, iSite model.

PREVIOUS HISTORY

Engineering Officer–A10 Fighter Pilot & Supervisor United States Air Force: Led military staff as headquarters staff officer in Germany, Flying Training Supervisor, Systems Acquisitions Officer and Engineering Officer. Presented information to large multinational audiences’ clear seminars that influenced top level decisions. Developed program for military exercises and integrated former Eastern-bloc nations. Evaluated student pilots for potential flying abilities and actively managed decisions on retention. Trained international students and experienced transitional pilots. Chaired software critical design review involving over 40 Air Force and Navy engineers. Participated in development of flight and simulator systems for new acquisition. Deployed to fly combat missions successfully while maintaining and training life support systems for air crews.

EDUCATION & TRAINING

Master of Aviation Science Embry Riddle Aeronautical University

Bachelor of Science – Engineering University of Central Florida

PMP #1219591

ITIL #MY006374

Systems Acquisition – Level II

German Language – B1 #115656



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