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Work Background
ZeOmegaAssociate Director, Account Management
Jun. 2023Dallas-Fort Worth MetroplexResponsible for all departmental personnel management activities, including
overseeing the day-to-day operations of the Account Management team.
Responsible for the employment, timely performance evaluation, counseling,
employee development, and discipline of assigned employees.
Responsible for the management of assigned employees’ timekeeping and PTO.
Responsible for the development and maintenance of department processes and tools.
Manage, serve, and retain clients by ensuring client satisfaction through successfully
meeting client expectations and creating surplus value.
Assist with annual budget and staff planning.
Own quarterly, annual, and multi-year strategic account plans for every ZeOmega
customer and proactively manage contract renewal cycles.
Identify and assess critical client and product opportunities that strengthen the strategic
alignment between clients and ZeOmega.
Responsible for revenue generation for existing customers, including new module
upsells, upgrades, services, and contract renewals. This includes team pipeline
maintenance and reporting.
Along with Marketing is responsible for content published via the quarterly client
newsletter and client webinar.
Key person involved in the direction and success of the annual Client Conference
Serve as a strategic thought partner, identifying and influencing critical decision-
makers within client organizations to build positive, long-term customer relationships.
Act as a liaison between customers and ZeOmega's product development team,
communicating client requests and guiding overall product direction.
Work side-by-side with VPs of Client Success and Business Development to
orchestrate strategies that will further anchor ZeOmega at the center of client strategies to meet industry trends, as a company poised for massive growth in a new wave of healthcare transformation.
Foster a metrics driven culture in driving client satisfaction, ensuring client retention
and increasing client penetration.
ZeOmegaSenior Account Executive
Apr. 2022 - Jun. 2023• Develop and enhance relationships with key client stakeholders, understanding each client’s business goals and key initiatives. • Act as a strategic partner for the clients, determining where company systems can help clients reach their goals.
• Responsible for revenue generation for existing customers, including new module upsells, upgrades, services, and contract renewals
o Produce, on average, $1 million of annual upsells, services and upgrades
o Maintain client retention with renewal contracts ranging from $1 million to $12 million
• Schedule and conduct phone/ web meetings with key stakeholders and executives • Deliver analytics on performance and productivity, updates on key issues and discuss the ZeOmega product roadmap.
• Assist clients with sharing success stories for publishing
• Discuss product knowledge with the key client stakeholders, helping them understand how ZeOmega’s products can be instrumental in achieving their vision.
• Identify gaps in education and current usage. Determine when additional services such as Training can be effective. Engage the appropriate resources as necessary.
• Work closely with the Sales, Implementation and Support team serving as the client liaison.
• Develop, maintain, and follow through with a Strategic Client Account Plan. Focus on improving client satisfaction, Jiva knowledge and uncovering upsell opportunities.
• Managing the full upsell process as assigned.
• Document thoroughly all activities performed in Salesforce including account specific goals and strategies to meet those goals.
• Assist with various department projects, write standard business process documents, create departmental training and onboarding, and serve as a senior Account Executive to new team members.
ZeOmegaAccount Executive
Oct. 2019 - Apr. 2022• Develop and enhance relationships with key client stakeholders, understanding each client’s business goals and key initiatives. • Act as a strategic partner for the clients, determining where company systems can help clients reach their goals.
• Responsible for revenue generation for existing customers, including new module upsells, upgrades, services, and contract renewals
o Produce, on average, $1 million of annual upsells, services and upgrades
o Maintain client retention with renewal contracts ranging from $1 million to $12 million
• Schedule and conduct phone/ web meetings with key stakeholders and executives • Deliver analytics on performance and productivity, updates on key issues and discuss the ZeOmega product roadmap.
• Assist clients with sharing success stories for publishing
• Discuss product knowledge with the key client stakeholders, helping them understand how ZeOmega’s products can be instrumental in achieving their vision.
• Identify gaps in education and current usage. Determine when additional services such as Training can be effective. Engage the appropriate resources as necessary.
• Work closely with the Sales, Implementation and Support team serving as the client liaison.
• Develop, maintain, and follow through with a Strategic Client Account Plan. Focus on improving client satisfaction, Jiva knowledge and uncovering upsell opportunities.
• Managing the full upsell process as assigned.
• Document thoroughly all activities performed in Salesforce including account specific goals and strategies to meet those goals.
ZeOmegaImplementation Manager
Jul. 2018 - Oct. 2019Plano, Texas• Plan and manage all aspects of Implementation of ZeOmega’s care management software, Jiva, including:
````• Lead and coordinate requirement-gathering sessions
````• Work with clients to identify and provide analysis on current client business process flows and determine detailed requirements to create future state business process flows; provide efficient solution options based on client processes
````• Work with Project Managers and clients on planning and execution of key milestones and deliverables as it relates to the project
````• Work with and support Project Managers in Release Planning
````• Organize, define, and manage the work activities of Business Analyst project team members as it relates to delivery of software
````• Manage User Acceptance Testing (UAT) activities and lead project team while on-site at client’s location
• Track and resolve all clients and internal reported bugs/defects, work closely with the product team to resolve any/all defects with appropriate justification and documentation within each of the reported tickets
• Manage evolving client expectations, needs and priorities, and collaborate with client team members to insure effective integration with consulting and service delivery capabilities and priorities
• Manage and monitor client satisfaction, and recommend appropriate strategies, tactics, and operational initiatives to continuously enhance client satisfaction; support and work with client account manager to maintain client satisfaction
• Act in consultative role for clients
ZeOmegaProduct Manager
Sep. 2015 - Oct. 2018*Manage product requirements and development for Medication Managment, Specialty Pharmacy, Campaign Management/Patient Engagement, Care Team Coordination, mobility application and various third party integrations and new product initiatives *Write Business Case documents for new product initiatives *Create agile user stories
*Research, document, and write functional requirement specifications for software development
*Design relevant use cases and create logical business rules
*Provide gap analysis
*Manage product life cycle from strategic planning to tactical activities
*Manage product development in an Agile Scrum methodology
*Manage product backlog
*Manage monthly sprint log for developers
*Design UI wireframes for software modules using Balsamiq
*Run SQL queries
*Conduct development QA and testing
*Assist with writing use cases and test cases
*Manage project XML configuration changes
*Configure application rules and attributes within our rules engine
*Manage and track development issues
*Knowledgeable on various CMS guidelines including Medication Therapy Management and Star Measures
*Familiarity of Medi-Span, drug database
*Provide internal demos on new product
*Maintain product roadmap
*Manage one product analyst and assign duties *Manage Train the Trainer activities on new product
* Assist sales team, as needed, with client activities including demos and RFPs
*Attend monthly and semi-monthly meetings with leaders and executives to provide development statuses
*Represent products during Client Conferences by providing updates of the new development to current clients and offering demos
ZeOmegaProduct Analyst
Oct. 2013 - Sep. 2015Plano, Tx*Manage product requirements and development for Medication Therapy Managment and Specialty Pharmacy
*Research, document, and write functional requirement specifications for software development to include MTM and EHR/CPOE
*Design relevant use cases and create logical business rules
*Provide gap analysis
*Manage product life cycle from strategic planning to tactical activities
*Manage product development in an Agile Scrum methodology
*Manage product backlog
*Manage monthly sprint log for developers
*Design UI wireframes for software modules using Balsamiq
*Run SQL queries
*Conduct development QA and testing
*Assist with writing use cases and test cases
*Manage project XML configuration changes
*Configure application rules and attributes within our rules engine
*Manage and track development issues
*Become an SME on CMS guidelines of Medication Therapy Management
*Familiarity of Medi-Span, drug database
*Provide internal demos on new product
*Maintain product roadmap
*Manage Train the Trainer activities on new product
* Assist sales team, as needed, with client activities including demos and RFPs
*Attend monthly and semi-monthly meetings with leaders and executives to provide development statuses
*Represent the MTM product during Client Conferences by providing updates of the new development to current clients and offering demos
Excite Health PartnersSystem Analyst
May. 2012 - Nov. 2012Remote*Act as an Order Set SME Consultant to a major healthcare system for an initial Allscripts implementation
*Responsible for the design and build of Orders and Order Sets for CPOE according to the facility’s needs, workflows, and processes in Allscripts (formerly Eclipsys) SCM 5.5
*Manage order set build projects for implementation
*Assist with workflow analysis and process redesign
*Review testing scripts and perform unit and functional testing as needed to obtain user approval
*Analyze current operational procedures and identify problems
*Support team efforts in other areas of implementation
Baylor Health Care SystemProgrammer/System Analyst
Mar. 2010 - May. 2012Dallas/Fort Worth Area*Analyze current operational procedures and identify problems
*Design and configure Orders and Order Sets for nursing and CPOE according to each facility’s needs, workflows, and processes in Allscripts (formerly Eclipsys) SCM 5.0 and 5.5
*Work with physicians on design and build of complicated medication order sets (TPN, Chemotherapy, etc)
*Manage order set build projects for implementations at a 100% success rate of satisfaction of users
*Assist with configurations for transmission policies, communication policies and worklists
*Analyze, implement, and test new applications, database designs and implementation to support applications
*Provide support during system installations and conversions
*Monitor performance of programs after implementation, including testing and making revisions to attain user approval
*Write and maintain reports, procedures, and memoranda to describe program development, logic, coding, testing, changes, and corrections
*Support team efforts on new and existing projects
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