Summary
Overview
Work History
Skills
Accomplishments
Timeline
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Beverly Charette

Sr. Customer Success Manager
Belfast,ME

Summary

Dynamic and results-driven Senior Customer Success Manager with 14 years of specialized experience in athenaOne services. Recognized for exceptional communication and problem-solving skills, fostering a culture of collaboration that drives team and individual success. Expertise in building enduring client relationships through knowledgeable support and a commitment to delivering consistent service excellence. Passionate about empowering colleagues by providing constructive feedback and ensuring alignment with personal development goals while adapting to the evolving business landscape.

Overview

14
14
years of professional experience

Work History

Senior Customer Success Manager

Athenahealth
Belfast, Maine
11.2019 - Current
  • Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
  • Contributed to company growth by driving referrals from satisfied customers through relationship-building efforts.
  • Collaborate with dynamic, cross-functional teams to improve clinical workflows and practice health by analyzing and providing feedback to stakeholders.
  • Optimized the customer journey by analyzing usage patterns and providing tailored recommendations based on unique needs.
  • Utilize data from multiple sources to deliver clear, concise, and data-driven insights.
  • Consistently meet or exceed quality standards by responding to customer inquiries quickly and efficiently.
  • Support CSC analysts as an escalation point, effectively resolving client and athenaNet user problems.

Senior Associate, Customer Success Manager

Athenahealth
Belfast, Maine
11.2017 - 11.2019
  • Focused on bolstering customer relations and resolving high-priority issues through effective communication and leadership skills.
  • Increased client satisfaction through empathetic communication and conflict resolution.
  • Evaluated customer business performance and identified opportunities for improvement.
  • Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.

CORS Liaison

Athenahealth
Belfast, Maine
09.2014 - 11.2017
  • Facilitated communication between clients and internal teams to ensure seamless service delivery.
  • Developed strategies to enhance client engagement and satisfaction.
  • Acted as the liaison between upper management and staff members, promoting positive working relationships built on trust.
  • Proactively identified potential challenges or roadblocks within projects, formulating contingency plans to ensure success.

Client Support Representative

Athenahealth
Belfast, Maine
07.2011 - 09.2014
  • Provided exceptional customer service, addressing inquiries and resolving issues efficiently.
  • Collaborated with internal team members to improve service processes and client interactions, specifically while working with new ECRM teams.

Skills

  • Performance Tracking and Evaluation

  • Attention to Detail

  • Work Planning and Prioritization

  • Strategic issue resolution

  • Evaluation of Customer Business Performance

  • Coaching and guidance

  • Customer relationship management

  • Strategic business development

Accomplishments

  • Received the Value Everyone Award (Q1 2025) for my dedication and proactive approach.
  • Recognized as an athenaHBA Ambassador in 2020, co-creating the athenaJourneys speaker series.
  • Featured in CS Briefing for "Obsessing over Customers" (Q1 2020) and for being a team player (Q1 2020).
  • Received the Make a Difference Award for Telehealth User Group Contributions in the Customer Success Division (Q2 2020).
  • Led the Family Practice User Group and co-led Telehealth initiatives in 2021.
  • Participated in the 2022 Mentorship Program with the Women's Leadership Forum.

Timeline

Senior Customer Success Manager

Athenahealth
11.2019 - Current

Senior Associate, Customer Success Manager

Athenahealth
11.2017 - 11.2019

CORS Liaison

Athenahealth
09.2014 - 11.2017

Client Support Representative

Athenahealth
07.2011 - 09.2014

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Beverly CharetteSr. Customer Success Manager
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