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Work Background
Elevance HealthVice President of Customer Success & Account Management, Carelon
Jan. 2022 - Jun. 2024Walnut Creek, California, United StatesAs VP of Customer Success and Account Management at Carelon, a division of Elevance Health, I built and guided a high-performing client management team of 50 professionals in supporting a portfolio of strategic health plans, employer groups, and industry consultants. In this role, I developed innovative customer success models and strategies to cultivate deep, trust-based partnerships with C-suite stakeholders, ensuring we consistently delivered tailored solutions that addressed their evolving business needs. Leveraging data-driven insights, I spearheaded a strategic account segmentation initiative that drove sustainable revenue growth of over 15% across the customer base.
Change HealthcareVice President of Customer Success, Strategic Partners
Jan. 2018 - Jan. 2022San Francisco Bay AreaAs VP of Customer Success for Strategic Partners at Change Healthcare, I developed and executed a partner-centric customer success strategy that effectively drove 35% year-over-year adoption across healthcare cloud platforms from leading providers like AWS, Microsoft, Google, and Adobe. I designed a comprehensive partner enablement program to optimize training, support, and go-to-market alignment, which strengthened our relationships with these key cloud partners. By cultivating trusted advisory partnerships with executive stakeholders at our largest cloud partners, I secured multiple high-value contract expansions and renewals.
Kaiser PermanenteDirector of Digital Platform
Jan. 2015 - Jan. 2018Pleasanton, CAAs Director of Customer Success for the Digital Platform at Kaiser Permanente, I directed a cross-functional team responsible for implementing a personalized digital experience for Kaiser's patients across 8 operating regions. In this role, I collaborated closely with stakeholders to analyze patient pain points and develop tailored digital solutions, which increased overall platform adoption by 30% and elevated Net Promoter Score by 25%. Additionally, my team's efforts to optimize the digital platform reduced customer inquiries by 25% and raised first call resolution by 15%.
Various CompaniesRelevant Experience Prior to 2015
Jan. 2000 - Jan. 2015• RealNetworks — Sr. Director, Partner Business Development - Managed strategic partnership with Google to identify and execute on new digital distribution opportunities.
• AOL — Principal Partner Manager - Developed and managed strategic partnerships with Google and Yahoo to drive search distribution and monetization.
• NetZero — Sr Product Manager - Oversaw advertising management platform powering campaigns and monetization for key strategic accounts.
• AdForce — Strategic Accounts Director - Drove adoption of the advertising platform for clients like AOL and Netscape.
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