CRISTINA E. FEITH
New York,NY
Summary
SENIOR CUSTOMER SUCCESS LEADER with 15 plus years experience partnering with internal and external cross-functional teams to execute strategic initiatives and deliver impactful solutions. Dynamic relationship manager with a proven history of establishing wide and deep relationships. Proven change agent applying analytical abilities to devise process improvements that bolster service quality and generate operational efficiencies. Committed problem solver adept at working in a client-facing capacity to support and successfully execute on all client deliverables.
Overview
24
24
years of professional experience
1
1
Certification
Work History
VP
CareMetx
01.2022 - 08.2023
- Managed $20 million in annual revenue across complex and highly matrixed pharmaceutical customers; exceeding sales quota by 50% in 2022
- Created, executed and maintained long-term strategic account plans while building relationships as trusted partner
- Led cross-functional teams in launch of new solutions and initiatives to drive added value for clients and consumers while sustaining revenue growth
- Assisted in scaling Customer Success team leading key initiatives to create and standardize documents and processes while evaluating tools to optimize departmental workflows and reporting
- Successfully led, negotiated, and executed 100% of contractual activities to closure
- Lead quarterly business reviews to report out on KPI's, value proposition and to present product strategy roadmap
- Identified opportunities to improve business process flows and productivity
DIRECTOR, CUSTOMER
Happify Health
01.2019 - 01.2021
- Successfully managed health plan and large employer accounts to ensure high activation, retention, and client satisfaction rates; exceeded activation rates by 40% and met client retention goal of 100%
- Managed day to day client communication and escalation resolution
- Prepared proposal and engaging sales presentations, increasing footprint within health plan line of business
- Analyzed, translated, and presented compelling data for quarterly business reviews
- Collaborated with client and internal marketing team on creating effective member communication and marketing campaigns
- Collected customer requirements and worked with development to refine product to meet custom needs and increase sales
STRATEGIC ACCOUNT EXECUTIVE
ZeOmega
01.2014 - 01.2019
- Managed payor accounts; book of business totaling up to $8 million in annual revenue
- Developed key relationships to create client loyalty and satisfaction meeting renewal target of every year
- Informed customers of additional services offerings to develop opportunities for sales revenue; exceeded upsell target in 2017 and 2018 by 5%
- Collaborated internally with client services team and product management to help maximize software useability and user adoption
- Worked closely with clients and internal marketing team in developing and publishing compelling case studies that demonstrated significant ROI
- Represented department in companywide initiative to develop and launch client advisory group
ACCOUNTS DIRECTOR
Cureatr
01.2013 - 01.2014
- Implemented mobile health solutions in hospital and outpatient settings and successfully managed accounts by establishing key relationships and developing strategies to drive adoption
- Worked closely with clients to define and evaluate success metrics and ROI
- Defined implementation methodology and account management processes to help grow team and scale business
- Developed compelling presentation decks to gain approval for ideas and communicate results.
CONSULTANT
Health Leads
01.2012 - 01.2013
- Worked with client to analyze existing procedures, made recommendations for improvement, and presented to leadership
- Developed repeatable framework for implementations in preparation for influx of new clients
- Identified solutions to standardize and streamline processes; created and implemented tools both internal and client facing for Client Services Team
SENIOR ACCOUNT EXECUTIVE
Medecision
01.2010 - 01.2012
- Managed client portfolio of health plans and vendor partners; average annual revenue of $5 million
- Focused on driving additional revenue growth with yearly target of $1 million; exceeded sales target by 15% in 2011
- Helped create three-year road map to demonstrate how solutions could address health plan needs under health reform
REGIONAL ACCOUNT MANAGER
PatientKeeper
01.2006 - 01.2010
- Managed multiple 20+ hospital national health system clients, as well as academic medical centers, community hospitals, and large medical groups
- Sold $2.5 million in both services and software achieving 125% of plan in 2009; doubled user adoption rates from 10,000 to 20,000 over 2-year period
- Defined and developed roles and responsibilities as well as processes and documentation for company's first account management team
SENIOR IMPLEMENTATION MANAGER
PatientKeeper
01.2004 - 01.2006
- Directed large-scale development and implementation of EHR's and healthcare digital solutions to meet business needs and build client loyalty
- Managed cross functional teams to ensure timely delivery, and quality of product
- Performed system configuration and testing, developed and conducted trainings, and led on-site support team
CLINICAL SOCIAL WORKER
Children’s Hospital
01.2000 - 01.2004
- Provided psychotherapy to children and their families
- Performed psycho-social/crisis assessments and instituted treatment techniques to patients experiencing medical, mental, behavioral and other environmental problems
- Collaborated with other providers and insurance agencies to plan and implement discharge and outpatient service plans
Education
BA - Psychology and Social Welfare
University Wisconsin
Madison, WIMaster of Science - MPH and MSW
Boston University
Boston, MASkills
- Consultative Sales
- Relationship Management
- Communication and Presentation Skills
- Strategic Planning
- Problem Resolution
- Solution Delivery
- Contract Management and Negotiations
- Continuous Process Improvements
Affiliations
Association of Health Insurance Plans, Healthcare Information & Management Systems Society.
Certification
- Miller Heiman Training
Languages
Spanish
Native or Bilingual
Timeline
VP
CareMetx
01.2022 - 08.2023
DIRECTOR, CUSTOMER
Happify Health
01.2019 - 01.2021
STRATEGIC ACCOUNT EXECUTIVE
ZeOmega
01.2014 - 01.2019
ACCOUNTS DIRECTOR
Cureatr
01.2013 - 01.2014
CONSULTANT
Health Leads
01.2012 - 01.2013
SENIOR ACCOUNT EXECUTIVE
Medecision
01.2010 - 01.2012
REGIONAL ACCOUNT MANAGER
PatientKeeper
01.2006 - 01.2010
SENIOR IMPLEMENTATION MANAGER
PatientKeeper
01.2004 - 01.2006
CLINICAL SOCIAL WORKER
Children’s Hospital
01.2000 - 01.2004
BA - Psychology and Social Welfare
University Wisconsin
Master of Science - MPH and MSW
Boston University
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