Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brian Wilson

Chicago,IL

Summary

Extremely motivated and dedicated to continuous process improvement in the face of rapidly evolving and changing markets. Results oriented and proactive in addressing and resolving problems with over 20 years of B2B client facing customer success, implementation, training, project management and clinical healthcare experience.

Overview

22
22
years of professional experience

Work History

Customer Success Manager

Ambulatory Management Solutions
05.2020 - 10.2024
  • Successfully led the implementation of two mobile anesthesia practice acquisitions resulting in 75+ client facilities and $75M in projected revenue.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to outstanding customer service.
  • Single point of contact for all client escalations.
  • Maintained positive customer relations by addressing problems and implementing successful corrective actions.
  • Acted as Agile Development SCRUM master for all software development sprints with on and off shore resources.
  • Conducted Project Management duties associated with Agile Development.
  • Spearheaded documentation efforts.
  • Managed and maintained the clinical and technical help desks ensuring daily, monthly and quarterly metrics are maintained and overachieved.


Consultant, Customer Success Executive - Remote

Mediqore Solutions - Contract
03.2019 - 12.2019
  • Principal and sole owner of an Emergency Department EMR for a two hospital system in Philadelphia, PA.
  • Solely responsible for customer success, ranging from physician providers to Vice President of IT.
  • Managed revenue models, process flows, operations support and customer engagement strategies.
  • Principal Project Manager for software and hardware upgrade tasks including requirement gathering, defining scopes, allocating resources, establishing schedules and exceeding project demands.
  • Provide industry expertise and clinical knowledge while performing as a liaison between technical, clinical and executive teams.
  • Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.

Consultant, Client Services Executive - Remote

ROI Healthcare Solutions, LLC - Contract
10.2017 - 12.2018
  • Successfully relieved an extremely strained partnership between current account and ROI Healthcare retaining 1M+ in potentially lost revenue.
  • Owner and sole contact of an Emergency Department EMR for a three hospital system in Atlanta, GA.
  • Worked effectively with cross-functional design teams to create software solutions that elevated client side experience and significantly improved overall functionality and performance.
  • Provided industry expertise and clinical knowledge while performing as a liaison between technical, clinical and executive teams.
  • Closely collaborate with ROI management teams ensuring weekly and monthly client metrics are satisfied.
  • Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards.

Consultant, Client Services Executive - Remote

Medmatica Consulting - Contract
01.2016 - 01.2018
  • Owner and sole contact of an Emergency Department EMR for a five hospital system in Philadelphia, PA.
  • Solely responsible for customer success, ranging from physician providers to the Chief Medical Information Officer.
  • Collaborated with clients to develop and shape budgets, processes, business intelligence and strategies.
  • Successfully created process flow analysis and cross directional training.
  • Representative for Change Management counsel ensuring all Emergency Department projects are represented and formally approved.
  • Implemented a direct and formal conduit between clinical, technical and executive teams bridging incredibly difficult circumstances.
  • Reviewed internal systems and organized training plans to address areas in need of improvement.

Sr. Customer Success Manager

Picis, Inc (Acquired By Harris Computer)
04.2012 - 12.2015
  • Managed and maintained key enterprise client relationships exceeding $19M in revenue.
  • Maintained a 100% client retention rate spanning 10+ years of relationship management.
  • Engaged in customer facing, C-Suite executive level interactions to a high degree of success.
  • Successfully led a team of customer success managers to a high degree of client satisfaction.
  • Implemented comprehensive tracking processes to monitor KPIs.
  • Managed and reviewed all client escalations.
  • Possessed expert knowledge of competitive and third party products and translated knowledge into business strategy.
  • Attended trade shows and seminars to promote products and learn about industry developments.

Learning Developer

Picis, Inc (Acquired By Optum, United Healthgroup)
01.2007 - 01.2012
  • Developed and executed client facing, post implementation training courses and supporting documentation.
  • Organized and edited training manuals, multimedia visual aids and other educational materials.
  • Generated an additional 2M in yearly revenue through online and client facing training courses.
  • Trained internal staff new application strategies and soft skills via demonstrations, meetings, conferences and workshops.
  • Trained new hires to perform cross-training exercises with experienced users.
  • Developed surveys to identify training needs based on projected production processes and changes.

Client Services Manager

Ibex HealthData Systems (acquired By Picis, Inc)
01.2004 - 04.2007
  • Managed customer expectations and experience to a high degree of customer satisfaction resulting in a 100% retention rate.
  • Retained existing clients and developed new business by extending high quality and efficient service.
  • Worked closely with team members to meet or exceed all customer service goals and initiatives.
  • Developed and tested new product releases.
  • Identified potential sales and cross-selling opportunities.

Learning Services Consultant

Ibex HealthData Systems
01.2003 - 01.2004
  • Trained physician and nursing staff on functionality of ED PulseCheck
  • Assisted with the build and product implementation with key stakeholders

Education

1998 - 2002 - Krannert School of Management

Purdue University
West Lafayette, IN

Skills

  • Strong Verbal and Written Communication
  • SaaS Applications
  • Project Management
  • Team Leadership and Development
  • Process Implementation
  • Multiple vendor CRM experience
  • Problem Resolution
  • C-Suite Customer Success Relationship Building
  • Product Management
  • Emergency Department Clinical Background

Timeline

Customer Success Manager

Ambulatory Management Solutions
05.2020 - 10.2024

Consultant, Customer Success Executive - Remote

Mediqore Solutions - Contract
03.2019 - 12.2019

Consultant, Client Services Executive - Remote

ROI Healthcare Solutions, LLC - Contract
10.2017 - 12.2018

Consultant, Client Services Executive - Remote

Medmatica Consulting - Contract
01.2016 - 01.2018

Sr. Customer Success Manager

Picis, Inc (Acquired By Harris Computer)
04.2012 - 12.2015

Learning Developer

Picis, Inc (Acquired By Optum, United Healthgroup)
01.2007 - 01.2012

Client Services Manager

Ibex HealthData Systems (acquired By Picis, Inc)
01.2004 - 04.2007

Learning Services Consultant

Ibex HealthData Systems
01.2003 - 01.2004

1998 - 2002 - Krannert School of Management

Purdue University

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