Angela Hudson
Nashville,Tennessee
Summary
With over a decade at Qualifacts, I've honed a customer-first approach and data-driven decision-making, excelling in fostering robust client relationships and driving revenue growth. Recognized for leadership and strategic engagements, my expertise blends technical savvy with a keen ability to navigate executive communications, ensuring client success and organizational achievements.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
Qualifacts Systems
05.2021 - Current
- Responsible for 49 customers valuing in over $1.9 million in MRR; 17 of the Top 30 Qualifacts customers
- Owns the relationship, health and satisfaction of the assigned customer accounts, utilizing and improving upon current methodology to deliver success aligned with program metric
- Serve as primary liaison and “face” of Qualifacts for assigned accounts. Handle meeting logistics planning and ensure delivery of key company messages. Serve as a “hands-on” point of contact and keep up with application new features and changes to help educate customer stakeholders
- Ensure consistent data capture from customers, collecting intelligence regarding the current marketplace, industry news, and compelling events taking place in assigned accounts. Translate and communicate internally to company departments to help define priority of need, improve customer experience and drive product improvements
- Assess customer satisfaction and extract key business needs/issues to inform renewal and churn risk, drive billable services and third-party add-ons. Identify resources and develop and execute plans to address gaps. Manage customer escalations in detail, routing to the appropriate business area and ensuring adequate and documented follow up
- Build relationships with showcase customers to drive partnership in training and marketing events, and reference programs. Engage with key users to understand how to mesh the “best practice” with the system “feature/function”; collaborate with other departments to leverage that knowledge for the benefit of the entire Customer Community through training, documentation, and marketing events
- Identify opportunities and/or critical need for Executive alignment engagements between strategic customers and Qualifacts leadership, take ownership in contributing to and formulating engagement agendas collaborating with the appropriate internal stakeholders, and execute required follow-up deliverables to fruition
- Execute to successful completion of departmental KPI’s, metrics, etc.
Customer Engagement Manager
Qualifacts Systems
02.2019 - 05.2021
- Owns the relationship, health, and satisfaction of the assigned customer state user groups, utilizing and improving upon current methodology to deliver success aligned with program metrics
- Serve as primary vendor liaison and “face” of Qualifacts for assigned user group meetings
- Handle meeting logistics planning and ensure delivery of key company messages
- Serve as a “hands-on” consultant and keep up with application new features and changes to help educate customer stakeholders
- Ensure consistent data capture from customers, collecting intelligence regarding the current marketplace, industry news, and compelling events taking place in assigned states
- Translate and communicate internally to company departments to help define priority of need, improve customer experience and drive product improvements
- Assess customer satisfaction and extract key business needs/issues to inform renewal and churn risk, drive billable services and third-party add-ons
- Identify resources and develop and execute plans to address gaps
- Manage customer escalations in detail, routing to the appropriate business area
- Build relationships with showcase customers to drive them to partner in training and marketing events, and reference programs
Product Deployment Manager
Qualifacts Systems
06.2017 - 02.2019
- Responsible for managing all aspects of the deployment of software as it relates to the Product Delivery Life Cycle.
- Collaborates across Product Management, Organizational Training and Development, Clients Services and Support, Development and QA, Marketing, and Implementations to ensure software is deployed in a quality fashion with usability, adoption, and value validation as the core deliverables.
- Manages the Beta, General Availability and Go to Market processes associated with new software releases.
- Successfully created and launched Organizational Readiness methodology to ensure successful Go To Market and drive customer adoption
Operations Project Manager
Qualifacts Systems
02.2016 - 06.2017
- Project Manages all aspects of new product deployment across the customer base and customer facing teams such as Customer Support and Implementation
- Collaborates with Product Managers, Business Analysts and Software Engineers during analysis and development phases to ensure that new features are meeting business needs of clients
- Closely coordinates with technical writers and trainers to ensure that quality resources are available with each new software release
- Manages post release processes to ensure quality of the new features as well as works with the Product team to drive customer adoption
Implementation Specialist III
Qualifacts Systems
09.2014 - 02.2016
- Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Maintained up-to-date knowledge of industry trends and best practices in order to provide the most relevant solutions for clients'' businesses.
Implementation Specialist II
Qualifacts Systems
02.2012 - 09.2014
- Advises on, presents, and supports the configuration of EHR software during the implementation
- Conducts implementation training sessions with clients (remotely and on-site) to facilitate application and interface set-up and configuration
- Assesses complex situations, seeks collaborative solutions and presents recommendations
- Synthesizes knowledge information systems and workflow processes to collaboratively plan and carry out implementation activities
Fuel Management Consultant
Comdata Corporation
02.2009 - 11.2011
- Develop customized strategies and reporting tools for both current clients and prospects
- In-depth data analytics to identify savings opportunities for fleet companies
- Provides key assist to strategic teams in acquiring new clients
- Monthly consulting with national and regional fleets on performance and savings opportunities
- Launched program to communicate discount pricing changes to national and regional fleets
- Recognized by peers with the ‘Making Great Happen’ award in 2011
Education
Bachelor of Arts - Communications
The University of Alabama
Tuscaloosa, AL05.2006
Skills
- 12 years Qualifacts and behavioral health experience
- Data-driven decision making
- Customer first mindset
- Proven track record building and maintaining successful customer relationships
- Experienced with executive level communication and strategic business reviews
- Drives company revenue via upsell/cross-sell and contract renewal efforts
- Demonstrated leadership abilities and achievement orientation
Certification
- Pragmatic Marketing, Foundations
- Pragmatic Marketing, Launch
- Northwestern Kellogg Executive Education, The Customer-Focused Organization: Leading Transformation in the Digital Age
Timeline
Senior Customer Success Manager
Qualifacts Systems
05.2021 - Current
Customer Engagement Manager
Qualifacts Systems
02.2019 - 05.2021
Product Deployment Manager
Qualifacts Systems
06.2017 - 02.2019
Operations Project Manager
Qualifacts Systems
02.2016 - 06.2017
Implementation Specialist III
Qualifacts Systems
09.2014 - 02.2016
Implementation Specialist II
Qualifacts Systems
02.2012 - 09.2014
Fuel Management Consultant
Comdata Corporation
02.2009 - 11.2011
Bachelor of Arts - Communications
The University of Alabama
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