Cynthia Morse, MBA, RN
Saint Charles,Missouri
Summary
Strategic clinical and business professional experienced in medical device sales and implementation, SAAS, clinical sales training, and customer success.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Senior Director, Customer Success
TurnCare, LLC
10.2022 - 07.2023
- Executed business plans and developed sales process tools to facilitate project initiatives, trainings and administrative activities.
- Led project to boost sales productivity using change methodologies to increase sales recurring revenue 16%
- Supported sales and business deveopment in high level presentations
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Instituted formal operating procedures and enforced adherence to policies and regulations that impacted bottom-line.
Director, Professional Services
ICU Medical
08.2021 - 10.2022
- Provided strategic direction and clinical input to cross-functional implementation team consisting of Program/Project Managers, Clinical Consultants, and Pharmacy Consultants to successfully implement infusion systems and solutions and promote growth of service operations
- Developed new-hire onboarding metric to achieve 50% billable rate in 90 days and 100% within 6 months
- Created Data Analytics Program that led to over 90% reduction in resource preparation time per customer
- Developed and implemented customer-facing implementation planning guide and internal SOP
- Established monthly executive governance review to track project status, risks, and revenue forecasting using Professional Service Automation (PSA) reporting dashboard on Salesforce.com platform.
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals
- Evaluated company documentation to verify alignment with regulatory requirements
Program Manager
ICU Medical
05.2021 - 08.2021
- Developed and coached implementation project managers and improved data compliance by 25% to over 90% by utilizing cloud based Professional Service Automation running on Salesforce.com platform
- Created new process for kick off based on customer survey data which led to a 2 point increase in NPS within 90 days
- Addressed and resolved technical, financial and operational concerns by working with internal team members and directors.
- Provided clinical input for new product development and implementation, including internal and external customer education materials and limited release implementations in US and OUS
- Identified system needs and designed processes and education materials for new product introduction to support business requirements.
- Coached team members on productivity strategies, policy updates, and performance improvement plans to accomplish challenging goals.
Clinical Sales Consultant
ICU Medical
10.2019 - 04.2021
- Exceeded sales goals by 140% for FY20 in virtual environment.
- Consulted with Sales Leadership to establish new business partnerships through strategic planning and execution focused on value and benefits of device solutions.
- Developed clinical effectiveness training for non-clinical sales team
- Served as clinical thought leader on best practices for internal and external customers
- Supported customer adoption and success with integrated solution software products.
- Assisted with coaching and process improvement for sales team.
- Performed complex customer current state assessments and created compelling future state case to meet customer’s strategic objectives/vision.
Senior Project Manager
Becton Dickinson & Company
07.2015 - 10.2019
- Responsible for leading team of cross-functional consultants to reduce medication errors and ensure project efficiency and on-time completion of Alaris Smart Pump and Integration projects.
- Managed supply chain processes internally and externally.
- Managed and tracked timelines, costs, and resources from opportunity through go-live using Salesforce.com.
- Managed implementation and evaluation of the Alaris System infusion devices and EMR interoperability.
- Managed project governance and risk escalation using Lean project management methodology to project revenue targets.
- Served as field trainer to onboard new hires and participate in business process development and improvement.
Clinical Consultant/Regional Field Trainer
Becton Dickson & Company
03.2007 - 07.2015
- Served as IV therapy and system educator, planner, and clinical expert on the Alaris System and Guardrails Safety Software for hospitals during implementation of infusion technology.
- Drove adoption and compliance of the Alaris System and provide customer support and escalation as needed
- Provided pre-sales consultation to hospitals considering or using infusion therapy devices.
- Responsible for maintenance of customer relationships, high level of customer service, and ensuring customer loyalty.
Emergency Department Staff Registered Nurse
SSM Health DePaul Hospital
06.2001 - 03.2007
- Performed duties as registered staff nurse in the Emergency Department.
- Supported all SSM St. Louis emergency departments.
Education
Master of Business Administration -
Lindenwood University
Saint Charles, MOBachelor of Arts - Corporate Communications
Lindenwood University
Saint Charles, MOAssociate Degree - Nursing
Saint Charles County Community College
Skills
- Clinical, sales, product training excellence
- Process improvement methodology
- Solution implementation
- Collaborative partnerships
- Pre-Sale clinical assessment
- Clinical sales effectiveness training
Certification
- Active Missouri Registered Nursing License
- Agile Project Management Certification
- Member, Infusion Nurse Society
- Document Control for Project Manager Certification
Timeline
Senior Director, Customer Success
TurnCare, LLC
10.2022 - 07.2023
Director, Professional Services
ICU Medical
08.2021 - 10.2022
Program Manager
ICU Medical
05.2021 - 08.2021
Clinical Sales Consultant
ICU Medical
10.2019 - 04.2021
Senior Project Manager
Becton Dickinson & Company
07.2015 - 10.2019
Clinical Consultant/Regional Field Trainer
Becton Dickson & Company
03.2007 - 07.2015
Emergency Department Staff Registered Nurse
SSM Health DePaul Hospital
06.2001 - 03.2007
Master of Business Administration -
Lindenwood University
Bachelor of Arts - Corporate Communications
Lindenwood University
Associate Degree - Nursing
Saint Charles County Community College
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