Results-Driven PM & Customer Success Leader in Healthcare IT

Oshane Lee

Queens, NY 347-***-**** ******.***@*******.*** LinkedIn Profile

Project Manager Customer Success Leader

Results-driven Project Manager and Customer Success Leader with expertise in healthcare IT, SaaS, and operations management. Skilled in driving customer retention, managing large-scale projects, and optimizing workflows. Adept at aligning technology with business goals to enhance efficiency, streamline processes, and improve customer experience. Strong technical proficiency in data analytics, workflow automation, and enterprise systems.

Key Achievements

$5M+ portfolio management in healthcare IT and facility projects, ensuring 98% on-time delivery.

Led 100,000+ user migration from Livongo to Teladoc with 99.5% data integrity.

Designed a customer success framework that increased client retention by 40%.

Implemented risk assessment strategies, reducing budget overruns by 35%.

Automated workflows, cutting administrative workload by 25% and improving efficiency.

Developed KPI-driven customer engagement strategies, boosting NPS scores by 20 points.

Skills & Tools

Project Management & Strategy

Agile, Scrum, Waterfall, SDLC, Risk Mitigation

Stakeholder Engagement, Budget & Resource Planning

Procurement, Vendor Negotiation, Process Optimization

Customer Success & Growth

Client Relationship Management, Customer Onboarding

KPI Tracking, Customer Journey Mapping, Retention Strategies

Churn Reduction, ARR Growth, Upselling & Cross-Selling

Technical & Data Skills

SQL, Tableau, Data Analytics, Workflow Automation

AI & Machine Learning, CRM & ERP Systems

EHR/EMR, HL7, HIPAA Compliance

Tools & Platforms

Salesforce, Jira, Confluence, Zendesk, HubSpot

Workfront, ChurnZero, Microsoft Suite

Work Experience

Project Manager – Real Estate Development & Facilities (RED+F)

NYU Langone Health – New York, NY 08/2023 – Present (Contract)

Managed healthcare facility upgrades, medical equipment procurement, and vendor coordination.

Oversaw risk mitigation and workflow optimization for medical construction projects.

Collaborated with clinical teams, IT, and construction to integrate technology into healthcare spaces.

Partnered with supply chain and finance teams to optimize procurement and cost efficiency.

Developed detailed project plans, schedules, and resource allocation strategies.

Led stakeholder meetings, ensuring project alignment and removing roadblocks.

Project Manager

Teladoc Health – New York, NY 06/2022 – 07/2023 (Contract)

Spearheaded the migration of 100,000+ users to Teladoc’s new app with minimal disruptions.

Led cross-functional teams in IT, product, and customer support for execution.

Implemented real-time KPI dashboards, improving executive decision-making by 45%.

Developed post-migration strategies, boosting adoption rates by 60% within 3 months.

Conducted risk assessments, minimizing technical downtime and ensuring compliance.

Coordinated with engineering and compliance teams to ensure regulatory adherence. Alignment with project project timelines, leading to a 20% increase in market penetration within the first quarter.

Orchestrated the successful implementation of new by coordinating cross-functional teams and ensuring Streamlined cross-functional workflows by leveraging Workfront to manage project timelines, dependencies, and approvals across engineering, clinical, and product teams—reducing project turnaround time by 20%.

Developed standardized dashboards and reporting templates in Workfront to track key performance metrics and stakeholder deliverables, improving visibility and accountability across 10+ concurrent healthcare integration projects.

Managed project intake, task assignments, and cross-team workflows in Workfront, ensuring timelines, dependencies, and priorities stayed aligned across multiple workstreams.

Tracked progress, escalations, and deliverables through Workfront dashboards and reports, improving visibility for leadership and speeding up issue resolution.

Customer Success Manager

Centene Corporation – Remote 02/2017 – 06/2022

Managed 70+ enterprise accounts, increasing renewals by 30% with a 98% satisfaction rating.

Led client training programs, driving a 45% increase in product adoption.

Designed KPI tracking systems, enhancing customer engagement analytics.

Automated customer support processes, reducing resolution time by 35%.

Built customer feedback loops, refining engagement strategies and boosting retention.

Partnered with product teams to optimize platform functionality.

Implemented targeted feedback loops and addressed identified pain points, resulting in a notable improvement in NPS and a 15% increase in overall customer loyalty.

Senior Technical Customer Success Manager

Miele USA – Remote 01/2016 – 02/2017

Developed a knowledge base, reducing support inquiries by 25%.

Enhanced customer onboarding, increasing retention by 20%.

Managed technical product training, boosting adoption rates by 30%.

Facilitated customer workshops, improving product confidence.

Conducted data-driven reviews, optimizing success strategies.

Developed and maintained a structured QBR process to systematically review key performance indicators(KPIs) and align goals with clients business objectives

Education & Certifications

Education

B.A. in Business Administration – Maryville University, St. Louis, MO

A.A.S. in Computer Science – Nassau Community College, Long Island, NY

Certifications

Project Management Professional (PMP)

Certified Scrum Master (CSM) – Scrum Alliance

Agile Certified Practitioner (PMI-ACP)

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