Butterfly Network, Inc.Digital Client Success Manager
Oct. 2021 - Jan. 2023- Developed client communication campaigns spanning the customer journey, from onboarding to renewal for individual, enterprise, ecommerce and direct sales segments increasing customer understanding and resulting in a decrease in related Support inquiries
- Overhauled NPS program, from client communications to tracking tools and reports, for increased clarity in responses resulting in better understanding of client concerns and goals as well as providing more precise reporting data for quarterly post market surveillance.
- Developed and implemented first-of-their-kind client relationship management processes; pilot phases identified gaps that had been resulting in financial losses or delays, - Analyzed ongoing KPI measurements including NPS, client adoption, utilization and growth for quarterly leadership reviews
- Launched JIRA projects and Confluence spaces for managing and tracking client-facing support article changes, cross-departmental change requests, issues related to client communications and client experience initiatives
- Improved internal information availability by leading Client Experience initiative to establish Confluence spaces and centralize processes and information across Operations, Support, Informatics and Customer Success teams
- Created and lead cross functional utilization team, increasing transparency across departments