Senior Strategic Customer Outcomes Manager, Sr Implementations Manager and Sr. Project Manager offering extensive experience in customer success, project and product management, software training and implementations, marketing and healthcare.
Work History
Senior Strategic Customer Outcomes Manager, 06/2021 - Current Telehealth Solutions – City, STATE,
Established client and market priorities to execute strategic course of action.
Increased profitability and lifetime customer value by coordinating go-to-market strategy, implementation and post-sales service experience.
Monitored utilization of software and service metrics to achieve strategic account objectives.
Trained, mentored and motivated medical staff and clients on our services and software.
Built and maintained end user accounts, features, facilities and corporations in the telehealth software.
Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects.
Installed, configured, tested and maintained medical device application software and system management tools.
Managed use of various types of databases and updated multiple CRMs.
Delivered exceptional level of service to each customer by listening to concerns and answering questions.
Created plans and communicated deadlines to ensure projects were completed on time.
Director of Marketing Project Management, 01/2020 - 05/2021 Botnick 5 Ventures, E&R The Campus Laundry – City, STATE,
Effectively supervise staff of marketing, design, management and customer service personnel by implementing company policies, protocols, work rules and disciplinary action.
Own and drive marketing, communications strategy and campaign development to increase sales and presence in various industry specific, targeted initiatives.
Develop and execute marketing and communications plan to grow brand awareness and business development.
Work with other senior leadership and sales executives team and be accountable for delivering various components of the plan.
Including but not limited to, - Brand positioning and brand awareness - Website refresh(es), - Creative design - Social media presence and updates.
Plan and execute Marketing Events calendar.
Lead generation using research and insights.
Establish and administer monthly and annual budgets with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
Engage prospects and customers through various events, including trade shows, seminars and workshops.
Communicate best practices among on-site and external personnel to align efforts and goals.
Define clear targets and objectives and communicated to other team members.
Created, managed and executed business plan and communicated company vision and objectives to motivate teams.
Oversee global product development and partner relationships, enabling footprint expansion into new markets.
Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
Finalized project financial records while collaborating with financial controllers and senior executives.
Monitored contracts, SOW's and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
Directed offsite team design, transition and standardization of processes, resulting in maximized team resources and management.
Managed and led multi-disciplinary design team throughout development and contract document phases for projects.
Oversaw large portfolio of projects to support teams, report progress and influence positive outcomes for key stakeholders.
Closely collaborated with project members to identify and quickly address problems.
Collaborated with business users, technical teams, database administrators and testing teams during kickoff meetings, joint application designing and planning sessions to validate requirements.
Recorded all project costs and expenses and aligned with project budget.
Maintained schedules to meet key milestones at every project phase.
Analytical Skills, Exceptional Communication and Leadership.
EPIC Software Trainer, Quality Assurance Engineer, 08/2002 - 09/2007 Elliot Hospital, Catholic Medical Center – City, STATE,
Stayed up-to-date on transport and disposal requirements
and checked incoming products for compliance.
Directed changes to project scope and cost and
implemented appropriate change management processes
to keep project on track.
Executed projects and acted as senior project manager
for multiple projects across various industries.
Kept project on schedule and within budget while serving
as project leader.
Prepared and executed presentations and met with
clients to offer services.
Oversaw internal and external projects by reviewing
activities, maximizing efficiency and increasing
collaboration and communication transparency.
Managed EPIC software training and assisted end users
Responsible for quality control.
Collaborated at all levels of organization to deliver
customized curriculum and coaching to employees.
Traveled to different clinical sites to review procedures.
Set up patient charts and documented information
Increased team efficiency by implementing process
improvements.
Revised policies and procedures in accordance with
changes in local, state and federal laws and regulations.
Processed monthly reports for department performance.
Used dynamic communication, effective leadership and
EPIC expertise to liaise between management, clinical
staff and departments.
Oversaw various analyzing projects from
conceptualization to completion.
Pulled patient records and transferred information to
appropriate parties.
Produced and maintained consistent technical
documentation using EPIC software and physical creation
of Health Information Management charts.
Trained and guided onsite and offsite team members in
quality assurance standards, policies and procedures.
Education
Bachelor of Science: Business Administration And Management, Expected in - Southern NH University - , GPA:
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