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Work Background
Medidata SolutionsSenior Lead Customer Success Manager for CRO/Partner Segment
Apr. 2022 - May. 2025Remote - Wilmington NCResponsible for the ongoing satisfaction, adoption enablement, and outcomes realization for Medidata’s customers by working with Customer Engagement management to ensure team best practices, policies, and customer first initiatives are met. Act as internal champion to coordinate the cross-functional motions required for sustained customer success and growth. Key focus areas will include retention, advocacy, adoption, and growth for a defined portfolio of customers.
-Guide the development and execution of action plans to achieve identified customer outcomes and manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts that vary in complexity.
-Collaborate cross-functionally to shepherd customers through an optimal customer journey that engenders strong satisfaction, supports high-levels of software utilization, and enables true business value attainment.
-Maintain an effective account governance process in collaboration with customers key stakeholders as well as the internal account team.
-Execute growth, advocacy, and adoption plays at named accounts to increase customer utilization, maturity, and drive demand for incremental solutions.
-Determine and validate with team management the development and measurement of key performance indicators for a defined portfolio of accounts.
-Advocate customer needs/issues cross-functionally to complete full resolution by developing and running cross-functional remediation/escalation plays.
Medidata SolutionsProduct Adoption Solution Lead
Apr. 2020 - Jul. 2022Manage the development lifecycle of Professional Services offerings and own the training and enablement of Professional Services Sales and Delivery on offerings.
Medidata SolutionsClient Services Engagement Director
Jun. 2018 - Apr. 2020Remote - Wilmington, NCProvide comprehensive consultative and client relation services for leading technology company providing SAAS solutions for clinical trials. Establish and maintain client relations with C-level executives, stakeholders, and key decision makers. -Expand business opportunities and increase revenue by collaborating with sales team to build and develop relationships and provide valued input on Professional Services proposals.
-Serve as trusted advisor and offer effective consultative guidance through workshops and other activities. -Oversee financial and operational management activities.
-Ensure optimal client satisfaction by proactively identifying and resolving issues and facilitating effective client communications. -Improve client relations and leverage organizational position through effective communication and support of activities that expand use of Medidata applications and services.
Medidata SolutionsSenior Project Manager, Professional Services
Jun. 2017 - Jun. 2018Remote - Wilmington, NCDirected complex projects from inception through completion. Developed plans and ensured projects were completed according to specified timeline and within determined budget. Created and monitored project goals and implemented procedures to effectively manage operations.
-Developed and implemented comprehensive project plans; oversaw project scope, market research, financial modeling, quality, cost and change management.
-Created and implemented project organization and communication plans to enable collaboration and ability to meet objectives; documented and organized large partner account operations. -Managed financial activities and multi-million-dollar project budgets.
-Ensured highest level of client satisfaction through proactive communication and prompt management and resolutions of identified issues.
-Developed and implemented project management strategies and ensured alignment of tactics with overall business strategy.
-Trained and mentored project managers to ensure maximum productivity and retention of most qualified talent.
PPDPrincipal Clinical Data Manager/Vendor Relationship Management
Oct. 2014 - Jun. 2017Wilmington, NCManaged vendor relations for leading global contract research organization. Facilitated collaboration with PPD and Medidata teams to enable and accredit Medidata products. Provided organizational leadership, team guidance, and oversight of $30 million draw against technology contract.
-Liaised with vendor contacts to negotiate quotes; secured fiscally sound agreements that met client needs while maintaining overall focus on organizational goals and objectives.
-Led global cross-functional teams to develop and implement improved processes and enhanced communications.
-Served as key point of contact for internal and external customers for both Medidata and PPD; rectified identified discrepancies and acted as primary contact for issue resolution.
-Handled client relations, administrative, and financial oversight for assigned projects; maintained appropriate business controls and conducted internal review.
-Performed project specific training to ensure comprehensive understanding and compliance with standard operations and procedures.
PPDManager, Electronic Data Capture
Oct. 2011 - Oct. 2014Wilmington, NCCollaborated with project managers and internal teams to implement EDC systems. Oversaw budgeting, staffing, planning, and strategic project execution. Facilitated communication and coordinated activities between external sponsors, vendors and internal departments.
-Secured new business and drove sales by delivering client presentations that effectively communicated system offerings and partnership benefits.
-Managed over 80 start-up accounts; provided effective leadership and direction to clinical study teams.
-Handled contracts and bids on key projects; solicited proposals and communicated with stakeholders regarding progress and performance.
-Enhanced operations by conceptualizing, communicating, and executing new global implementation standards.
-Mentored EDC lead group on all PPD processes and procedures; ensured effective training in order to accelerate growth, reduce turnover, and facilitate in-house promotions.
PPDEDC Specialist/Analyst
Aug. 2007 - Oct. 2011Wilmington, North Carolina AreaProvided project teams with Electronic Data Capture expertise. Liaised with third parties to ensure efficient and accurate implementation of EDC trials. -Delivered client-facing presentations to secure new and grow existing business.
-Ensured comprehensive training on hardware and software specific platforms.
-Met operational standards by developing strategic plans, implementing standards, managing contracts, resolving problems, and identifying project management system improvements.
PPDElectronic Data Capture (EDC) Trainer:
Dec. 2006 - Aug. 2007Wilmington, NC-Implemented EDC training and awareness company-wide, resulting in reduced internal costs.
-Responsible for the development, implementation, and maintenance of training materials; which included new training methodologies, technologies, and techniques for implementing both internal and external EDC training. -Led and determined the global strategy and curriculum for training to support various EDC type systems for a wide variety of users, including but not limited to, investigator sites, sponsors, EDC managers, external CRO’s, clinical teams, and other EDC vendors. -Trained PPD project teams and staff on the technical and process matters relating to our EDC solutions and those of third party EDC vendors via the coordination of train-the-trainer, one-on-one, and in-service training programs to assist Business Development and senior management in securing new business (globally) by making presentations to Client Companies regarding PPD’s EDC capabilities.
New Hanover Health NetworkApplication Training & Support Specialist
Sep. 2004 - Dec. 2006Wilmington, NCEducated staff in clinical and non-clinical Information Services applications according to role-based access. Applications included McKesson products: Physician Portal, Horizon Expert Documentation/Care Manager, Horizon Practice Plus, Horizon Surgical Manager, HPF/Image Manager, AdminRX and Pathways Healthcare Scheduling. Business applications include HBOC/IBAX/Series, Webtrend, GroupWise, Laser Arc, PHS, Kronos, and Microsoft basics. -Coordinated new implementation application training for personnel and transferring staff. -Assumed a leadership role in coordinating efforts for the improvement of Information Services practice throughout the network by being visible and approachable to all staff members. -Developed educational materials and training guidelines based on adult learning principles. -Ensured coordination with other departments to provide training that made workflow more efficient and provided the end-user with information applicable to their job function. -Consulted with Information Services analysts, database administrators and programmers to report issues and problems that prohibited effective computer systems training.
Peace CorpsVolunteer
Jan. 2001 - Dec. 2002Thomonde, Haiti, West Indies-Completed intensive three-month language and cultural training. -Taught English at Catholic secondary school. -Provided health education at the local clinic focusing mainly on women and children’s health issues. -Provided HIV/AIDS health education to young people in the community. -Translated community driven projects into English and searched for funding on behalf of various local development organizations.
New Hanover Health NetworkCommunity Relations/Marketing Coordinator
Jan. 1997 - Jul. 2000Wilmington, NC-Taught customer service classes to medical center employees. -Developed physician relationships and created marketing plans for physician practices affiliated with New Hanover Health Network. -Developed marketing plans for network service lines. -Liaised between the medical center and business community for promotion of Wellness Services. -Researched, purchased programming, developed weekly program scheduled and coordinated original programming for The Learning Network of the Cape Fear, a collaborative educational television channel. -Designed Performance Improvement tools. For example, created an Access database that improved efficiency for Public Affairs.
-New Hanover Health Network Representative for United Way Campaign, Greater Wilmington Chamber of Commerce Membership Committee, Business Advisory Board for The ARC. -Managed the Sunset Park Elementary School Tutor/Mentor program for NHRMC. -Application Training & Support Specialist -Facilitated house-wide training of physicians, residents, nursing staff, and unit clerks, on a windows-based application. -Provided end-user support by identifying problems and providing solutions during go-live and continuing education situations. -Identified and reached goals and objectives of IS/IT educational coordination. -Developed working knowledge of all IS/IT supported software.
Blockade Runner Beach ResortSales Manager
Oct. 1994 - Dec. 1996Wrightsville Beach, NC-Handled group sales efforts, which included providing rate quotes, issuing contracts, planning functions, monitoring the overall satisfaction of the group while in-house, and final billing. -Trained employees on hotel management operations and expectations. -Managed banquets staff during functions and worked extensively with front desk personnel to ensure smooth arrival/departure of groups. -Direct marketing through telephone solicitation, trade show exhibits and mailers. -Manager on Duty on appointed weekends.
Coast Line Convention CenterDirector of Sales and Marketing
Nov. 1993 - Oct. 1994Wilmington, NC-Handled sales and coordination of all functions. -Reported directly to the Board of Directors. -Responsible for yearly budget. -Exceeded monthly sales quotas. -Developed marketing brochure and handled advertising placement.
Giltspur/Dallas, IncAssociate Account Manager
May. 1992 - Oct. 1993Dallas, TX-Managed turnkey trade show programs for international and domestic clients with a total yearly volume in excess of four million dollars. -Facilitated team effort for coordination of 45+ major trade shows per year, worked closely with overseas vendors and interfaced daily with clients. -Responsible for exhibit design proposals, graphic coordination, cost estimates, on-site logistics and final invoicing.
Turner Broadcasting System / TPSConvention Coordinator
Oct. 1990 - May. 1992Atlanta, GA-Responsible for organizing domestic media trade shows. -Negotiated contracts with vendors and assisted in budget process for trade show marketing. -Arranged hotel accommodations for upper level management and special guests. -Planned receptions, sales meetings and all trade show activities. -Coordinated CNN satellite downlink into convention facilities. -Domestic Affiliations Coordinator
-Serviced 850 domestic network affiliates by developing press kits for syndicated television programming such as National Geographic Explorer and The Wonder Years.
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