Bonnie Smith
Kansas City,MO
Summary
Results-driven business professional with 15+ years of experience managing programs, projects, and client relationships in healthcare environments. Proven expertise in driving process improvements, implementing strategies that enhance patient care, and delivering measurable outcomes. Adept at building trust, fostering collaboration, and aligning solutions to client goals.
Overview
24
24
years of professional experience
Work History
Senior Customer Success Manager
PointClickCare
09.2021 - Current
- Manage strategic relationships with Health Plans, ACOs, and providers to ensure retention and service expansion, achieving a 95% client satisfaction rate
- Leverage analytics to identify performance improvement opportunities, driving a 20% increase in solution adoption
- Develop long-term strategic plans tailored to client goals, operational priorities, and success metrics
- Provide consultative support, delivering training and educational sessions to optimize client outcomes
- Act as interim team leader, mentoring Customer Success Managers and fostering a collaborative team environment
- Coordinated cross-functional teams to deliver client-focused presentations, resulting in a 20% growth in revenue expansion opportunities
- Initiated customer-to-customer collaboration networks, driving shared success stories and innovative problem-solving
- Developed Reference Program
Senior Reference Manager
Cerner Corporation
Kansas City, USA
04.2015 - 08.2021
- Directed high-profile reference activities for sales events, ensuring alignment of messaging and strategy with client needs
- Maintained and enhanced relationships with key executives and end-users at top reference sites, contributing to a 30% increase in client satisfaction scores
- Developed and implemented strategies for reference program improvements, including streamlined processes that reduced event preparation times by 25%
- Planned and facilitated activities for major events, such as Cerner Health Conference, driving increased engagement and business opportunities
- Identified client success stories to craft compelling value propositions for sales enablement
- Spearheaded the creation of marketing collateral that enhanced client engagement
- Collaborated with customers to guide their organizations toward achieving prestigious industry awards, including managing projects for multiple customer accounts to attain HIMSS Level 6 or 7 recognition and CHIME Most Wired awards
Intellectual Capital Strategist, Critical Care
Cerner Corporation
Kansas City, USA
12.2010 - 04.2015
- Designed and managed materials for six critical care solutions, contributing to the development of five comprehensive playbooks for client use
- Led methodology development for implementation phases, ensuring high-quality outcomes for strategic clients
- Collaborated closely with consulting teams and clients to address workflow concerns and satisfaction metrics, leading to a 40% improvement in issue resolution rates
Solution Designer
Cerner Corporation
Kansas City, USA
04.2006 - 12.2010
- Delivered measurable results by streamlining processes and fostering collaboration globally
- Leveraged expertise in process optimization, user requirement analysis, and system integration to enhance healthcare workflows, improve outcomes, and ensure seamless adoption of Cerner Solutions
- Collaborated with internal/external teams to define clinical processes using workflow management
Client Executive, Client Representative, Facility Coordinator
Cerner Corporation
01.2001 - 01.2006
- Facilitated client presentations, pipeline management, and territory analysis, driving new sales opportunities in community hospitals across Oklahoma and Texas
Education
Bachelor of Arts - Communication
University of Southern Mississippi
Hattiesburg, MSAssociate of Arts -
Southwest Mississippi Community College
Summit, MSSkills
- Strategic Account Management
- Process Improvement
- Customer Success & Retention
- Team Leadership & Collaboration
- Customer Advocacy
- Data-Driven Decision Making
- Client Onboarding
- Cerner Millennium Solutions
- MS Office Suite
- Proficient in Gainsight and Salesforce
Awards
- Critical Care Spotlight Award (5x)
- Night on the Town Award (2x)
- Agile Business Unit 'Behind the Curtain' Award Nominee
- Marketing Shining Star Award
- Lighthouse Individual Award of Excellence
Timeline
Senior Customer Success Manager
PointClickCare
09.2021 - Current
Senior Reference Manager
Cerner Corporation
04.2015 - 08.2021
Intellectual Capital Strategist, Critical Care
Cerner Corporation
12.2010 - 04.2015
Solution Designer
Cerner Corporation
04.2006 - 12.2010
Client Executive, Client Representative, Facility Coordinator
Cerner Corporation
01.2001 - 01.2006
Bachelor of Arts - Communication
University of Southern Mississippi
Associate of Arts -
Southwest Mississippi Community College
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