Director of Client Services
KAILO HEALTHCARE TECHNOLOGIES
Leader of operations and customer relationships, responsible for full spectrum delivery of technology managed services and for business development within existing clients.
Created new product offering focused on the healthcare customer with Epic specialty team. Strategically staffed team to support a very complex customer with a varied product mix.
Transitioned support team from a difficult vendor situation onto the new Kailo team. Increased productivity and reduced expenses ($120,000) during first 3 months. Customer Satisfaction scores averaged 4.8 (of 5.0) and all Service Level Agreements were exceeded.
Identified new revenue streams within existing accounts accounting for an increase of 30% of existing business.
Leveraged consultative business relationships to identify and close new revenue opportunities within existing accounts accounting for an increase of 30% of existing business.
Manage the engagement progress and quality of service; facilitate escalations with the customer and within account teams.
Frequently engage with senior and C-level customers to foster long term relationships.
Develop strategic and tactical plans for service improvement, product creation and business execution.
Mentor and coach delivery teams; lead the recruitment and staffing process; actively participate in retention activities; function as senior leader of account team.