Oct 2022 – Jan 2024 · 1 yr 3 mos

• Developed and managed new company wide change control process to ensure consistency in awareness and providing of details for all changes to production
• Manage SDLC schedule with Knapp (Austrian hardware partner) for Takeoff client base
• Led Takeoff and Knapp organizations through significant cross-company software upgrades

Aug 2022 – Oct 2022 · 2 mos

• Partnered with Customer Success teams to ensure TAM workflows and processes were consistent across accounts to enable a top-notch customer experience
• Provided strategic direction for root cause analyses of high-severity issues and built trust with customers by ensuring Takeoff followed a process of continuous improvement

Aug 2021 – Aug 2022 · 1 yr

• Managed a team of 9 TAMs covering 10 top-tier retailers globally
• Acted as primary technical point of contact for Takeoff's largest enterprise account
• Assisted client site leaders and Takeoff’s global technical support team in researching, diagnosis, and resolution of complex technical issues

Apr 2021 – Jul 2021 · 3 mos

• Developed a team of high-performing Technical Account Managers (TAMs) responsible for the strategic enterprise client segment
• Coached team to deliver monthly/quarterly strategic technical business review meetings

Feb 2018 – Apr 2021 · 3 yrs 2 mos

• Oversaw management of technical customer success initiatives utilizing excellent project management practices
• Coached direct reports on strategy and effective use of emotional intelligence to handle multi-stakeholder escalations, resulting in higher customer satisfaction
• Partnered with Leadership to set and execute on the long term vision for key initiatives and deliver outcomes through recruiting talent, retaining talent, and career development

Feb 2017 – Feb 2018 · 1 yr

• Led a team of client-facing Technical Account Managers focused on maximizing strategic enterprise customers short and long-term technical success with athenahealth’s Cloud-based services
• Coached direct reports on effective delivery of IT advisory services to client leadership and CIO organization stakeholders
• Partner effectively with internal teams on driving growth and addressing customer concerns efficiently and decisively to ensure ongoing client satisfaction and retention

May 2015 – Feb 2017 · 1 yr 9 mos

• Successfully managed and implemented data imports for large group and strategic enterprise level accounts
• Acted as a liaison between the clients and engineering development team by translating customer needs into technical tasks
• Communicated technical/schedule risks to clients and provided consultation on how to mitigate and address the risks in a timely manner

Sep 2014 – May 2015 · 8 mos · Greater Boston

• Engaged in network development and support for Liberty Mutual’s California MPN and Texas HCN
• Participated in the strategic evaluation of several external Vendors and Payors with competitive Networks
• Collaborated daily with network management, regional medical directors, medical analytics team, and Network Vendors to identify providers for inclusion/ exclusion from the National Networks

Jun 2013 – Sep 2014 · 1 yr 3 mos · Waltham, MA

• Managed the entire data implementation, including the analysis of source data layouts and signing off on mapping logic and QA reporting
• Collaborated with development leads, business analysts, product analysts and project managers to improve the client implementation process and Verisk internal change management process

Jun 2012 – Jun 2013 · 1 yr · Waltham, MA

• Communicated directly with clients on the acquisition, management, analysis, and reporting of their data
• Analyzed healthcare data (e.g. eligibility information and historical claims) and assessed for data completeness and quality