Superviso, Customer Success

SKILLS

Experience in team and account management in healthcare and biotechnology settings

Proven people manager, overseeing remote teams of over 10 people

Proficiency in building training protocols, standard operations protocols, and process improvement

Effective management of high volumes of work while multi-tasking and training new hires

Proficiency in Kaizen and Lean Focus Business Models

Microsoft Dynamics CRM, SQL Microsoft Power BI knowledge and data analysis background

EXPERIENCE

Foundation Medicine, Cambridge, MA Aug 2015 – Present

Supervisor, Customer Success (Apr 2019 – Present)

Developed KPI and OKR structure for Customer Success team

Developed and implemented Customer Health Score Card that established companies process for review of retention, renewal, and churn cycles

Built out team of twelve Customer Success and Senior Customer Success Managers across domestic commercial market including training and account integration process

Restructured Customer Success model for department that increase account coverage by 70% of companies top volume and revenue domestic accounts (Federal Contracts and Commercial accounts)

Senior Customer Success Manager (Mar 2019 -Apr 2019)

Managed post-sale contact for hospitals in the northwestern region including ensuring operational integration on pre-, peri- and post-specimen laboratory processing

Proactively provided standardized and tailored data and monitoring solutions

Ensured successful integration of U.S. Veterans Administration’s contract and work on the target team to ensure contract compliance and built out of process

Served as a collaborative bridge between Commercial and Operations Departments

Client Account Manager (Oct 2016 — Mar 2019)

Partnered with commercial sales team to proactively identify and solve potential concerns to improve service delivery for complex, high volume and strategic accounts

Worked cross-functionally with internal departments including project management teams, laboratory operations, and client services to implement procedural changes and address custom solutions for accounts

Assisted in collecting ancillary information required to perform our tests for clients including extensive contact with hospitals, pathology laboratories, and patients.

Maintained and built a close relationship with the customer's key personnel to understand their workflow so they can be served on their terms, creating service delivery systems tailored to the clients.

Client Services Representative (Aug 2015 — Oct 2016)

Provided a supportive link between external customers and internal operations, while demonstrating a positive and professional image through communication via phone and e-mail.

Successfully managed high volumes of client-facing interactions and establish strong rapport with physicians, medical/lab staff, and patients via phone and e-mail communication

Worked closely with sales to provide education, guidance, and support to customers and patients about Foundation Medicine's products and services

Post Traumatic Stress Center, New Haven, Ct Jan 2015 – Jun 2015

Art Therapy Graduate Practicum and Internship

VA Connecticut Healthcare System, West Haven, Ct Jan 2014 – Dec 2014

Art Therapy Graduate Practicum and Internship, Giant Steps Program

Au Pair, Private Household, Jefferson City, Mo Jan 2012 – Jan 2013

Au Pair to triplet newborns through first year and 2 year old sibling

Art Therapy Intern, Tampa General Hospital, Tampa, Fl Sep 2011 – Dec 2011

Undergraduate Practicum and Internship

EDUCATION

Boston University, Boston, MA Sep 2020 - present

Questrom School of Business,

MBA, part time

Albertus Magnus College, New Haven, CT Jan 2013 – May 2015

M.A. in Art Therapy, GPA 3.80

University of Tampa, Tampa, FL Aug 2008 – Dec 2011

B.A. in Art with Honors, Cum Laude, GPA 3.59

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