Customer Success Manager

Nancy Robida

Cleveland, OH ***** • 216-***-****

*******@*****.*** • LinkedIn.com/in/nancyrobida

STRATEGIC CUSTOMER SUCCESS MANAGER

Healthcare Technology Client Retention Operational Excellence Cross-Functional Leadership

Career Experience

Customer-centric leader with 10+ years of experience delivering strategic success outcomes for healthcare and corporate clients. Proven track record of managing complex customer journeys, from onboarding through renewal and expansion, while consistently improving client satisfaction and business value. Adept at leading cross-functional initiatives with Sales, Operations, and Support to drive product adoption, reduce churn, and scale success. Passionate about transforming healthcare through technology, efficiency, and long-term partnerships.

Areas of Expertise

Strategic Customer Success & Retention

Escalation Management

Revenue Growth & Expansion

Healthcare Operations & Technology

Client Onboarding & Adoption

Cross-Functional Collaboration

ROI Process & Patient Access

KPI/Performance Analytics

Salesforce, Epic Cadence, ServiceNow

Career Experience

Account Manager Cintas, Hybrid/Cleveland Ohio 2024- Present

Successfully drive revenue growth by exceeding sales targets and delivering tailored training solutions to meet customer needs. Proactively managed a sales pipeline through effective outbound communication strategies, partnering with Training Coordinators to optimize schedules and ensure consistent revenue streams. Demonstrated expertise in customer relationship management, needs analysis, and resource allocation to enhance operational efficiency and profitability.

●Serve as trusted advisor to clients, delivering tailored training solutions and driving revenue growth through strategic client engagement.

●Lead onboarding and customer success initiatives, ensuring rapid adoption and operational alignment.

●Manage production activities, coordinate with internal stakeholders, and monitor metrics to ensure service quality.

●Identified expansion opportunities through data analysis and stakeholder feedback, increasing account value and retention.

●Act as an escalation point for complex client concerns, ensuring resolution and risk mitigation.

●Support CRM optimization (Dynamics) and scheduling through collaboration with IT and Sales.

Director, Customer Experience University Hospitals, Hybrid/Cleveland, OH 2019 – 2023

Managed essential tasks including pre-registration, insurance verification, and pre-service payment collection, while leading cross-departmental initiatives with finance, physician practices, and operational departments to increase service access, revenue, and customer satisfaction. Built and maintained strong customer relationships, adhering to healthcare delivery standards, and improving the overall patient experience. Spearheaded new business development for centralized scheduling, expanding access to services for additional institutes and providers. Developed comprehensive monthly reports and customer feedback analyses for all levels of Management, informing strategic decisions and customer service enhancements. Conducted action planning meetings to achieve key performance indicators for major accounts and introduced a call quality assurance program to boost customer engagement scores.

●Directed patient access operations including pre-registration, insurance verification, and centralized scheduling across multiple service lines.

●Led end-to-end onboarding and adoption strategies for new departments, driving measurable increases in access and appointment volume.

●Utilized operational data to track customer KPIs and demonstrate measurable ROI from service improvements and technology adoption.

●Conducted executive business reviews with hospital leadership, aligning services with strategic goals and identifying opportunities for optimization.

●Reduced call abandon rates by 9% and improved scheduling workflows via feedback loops and journey mapping.

●Partnered cross-functionally with Sales, Finance, and Physician Practices to deliver seamless patient and client experiences.

●Managed strategic enterprise-level client relationships across multiple service lines.

●Partnered with IT and cross-functional teams to implement platform transitions and data workflows to Epic.

●Generated over 11,000 new appointments in 3 months through new scheduling initiatives.

●Partnered with IT on implementation and optimization of cloud based scheduling platform referred to as Schedule Me Now.

●Spearheaded access expansion for specialty service lines, increasing service reach and provider engagement.

Customer Experience Leader – Edgepark Medical Supplies; Cardinal Health At-Home Twinsburg, OH 2013 – 2018

Served as the primary contact for key account complaint resolution, client relationship management, sales support, and IT coordination, ensuring high levels of customer service and satisfaction. Oversaw marketing intelligence and analytics, initiating surveys and analyses focused on consumer segments and key metrics and quality measures, enhancing organizational decision-making and consumer insights. Collaborated with Marketing and Operations to refine the customer journey, ensuring a seamless and positive member engagement.

●Acted as a key point of contact for major healthcare clients, managing escalations, onboarding, and customer success plans.

●Led onboarding and enablement strategies tailored to client goals, resulting in accelerated platform adoption.

●Designed and implemented feedback-driven service improvements, enhancing customer retention.

●Developed scalable onboarding and tracking processes, reducing ramp-up time and improving outcomes.

●Supported strategic alignment between Marketing, IT, and Customer Success to streamline workflows.

Customer Service & Sales Leader– Edgepark Medical Supplies; Cardinal Health At-Home, Twinsburg, OH 2006 – 2013

Led client engagement initiatives in inbound, outbound, and blended environments, significantly enhancing service quality through strategic metrics and technology implementation. Managed the budget for a department of 100 agents across two sites, ensuring efficient resource allocation and operational sustainability. Created and capitalized on upsell opportunities for agents, aligning sales efforts with B2B marketing strategies to drive revenue growth.

●Oversaw client engagement in inbound/outbound environments, introducing predictive dialing and self-service technology.

●Reduced inbound call volume by 41% and increased outbound contact rates to 100%.

●Opened a new call center in California, including targeted hiring to support multicultural service delivery.

●Drove sales alignment with customer experience through B2B marketing and strategic upsell programs.

Education

Bachelor of Arts in English John Carroll University, University Heights, OH

Licenses & Certifications

Forrester Customer Experience Certification

Honor & Award

Received the Founders Award at Cardinal Health, the highest honor, embodying company values and inspiring others to follow suit.

Technical Skills

Microsoft Office Suite, Google Suite, Salesforce Administrator Certification, ServiceNow, Epic Cadence Certification, familiarity with Tableau and JIRA project management tools.

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