Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Daniella Davis

Nashville,TN

Summary

A proven Customer Success Manager in software as a service (SAAS). Over 15 years of healthcare strategic relationship management and over 10 years of learning and development experience. Motivational leader and organizational problem-solver with advanced team building and customer success skills. Experienced in stepping into roles and quickly making positive changes to drive company success.

Overview

17
17
years of professional experience

Work History

Customer Success Manager

Trella Healthcare
Atlanta, GA
01.2022 - Current
  • Drove the successful onboarding, adoption, satisfaction, retention, and overall health of more than 100 SMB and mid-market accounts.
  • Successfully preserved a high 82%+ retention rate of at-risk customers by employing risk mitigation tactics.
  • Performed in-depth analysis of customer pain points and implemented tailored solutions with Trella Health products
  • Facilitated customer kickoff calls, best practice sessions, and training.
  • Collaborated on the creation of a playbook, standardized templates, and communication cadences for the customer success team.
  • Collaborated with sales and marketing teams to identify upsell and cross-sell opportunities.

Provider Advocate (Client Relationship Manager III)

Change Healthcare
Nashville, TN
01.2016 - 01.2021
  • Managed entire lifecycle for 70 SMB, mid-market, and enterprise accounts including onboarding to renewal/upsell/cross sell.
  • Maintained a retention rate of over 92%, achieved an overall CSAT score of 8 or higher, and obtained CRCR certification
  • Established a comprehensive Confluence resource library for easy access to key information and resources
  • Implemented proactive monitoring, utilizing a CRM system and LinkedIn Sales tools to optimize strategic account planning and QBRs.
  • Served as an escalation point for customer issues, specializing in product/EHR/EMR knowledge, and championed the needs of clients within large hospital systems and providers with over $1 million in ARR.

Service Performance Analyst

Change Healthcare
Nashville, TN
01.2016 - 01.2018
  • Conducted comprehensive assessments of training and quality assurance programs, using the results to develop and implement department-wide curriculums
  • Conducted operational audits to coach agents and enhance performance through feedback and development of improvement plans
  • Demonstrated expertise in designing and delivering effective training programs on both operational and soft skills for managers overseeing seven teams.
  • Generated comprehensive monthly, quarterly, annual performance reviews for various departments within the organization.
  • Evaluated customer service processes and developed recommendations for process improvements.
  • Provided regular updates on progress towards performance targets to senior management.
  • Performed root cause analyses to identify solutions for complex problems related to operational efficiency.

Client Services Manager

Change Healthcare
Nashville, TN
01.2013 - 01.2016
  • Served as primary liaison for mid-size and large revenue cycle management clients, fostering and managing enduring customer partnerships across diverse product lines.
  • Directed smooth implementation, enhancement, and customization of products to meet individual customer needs.
  • Spearheaded collaboration with internal team members to ensure customer success, overseeing technical support escalations and renewals.
  • Managed end-to-end customer processes including onboarding, integrations, migrations, and cancellations
  • Managed service level agreements, garnered customer referrals, and maintained a consistent 8+ CSAT score.

HR Consulting Analyst

Cigna Government Services (CGS)
Nashville, TN
01.2008 - 01.2013
  • Developed and conducted training and coaching on mission, vision, and values
  • Implemented performance and change management programs to enhance organizational effectiveness
  • Designed and delivered diverse technical and soft skill training organization wide
  • Conducted new hire orientation and trainings to address administrative HR needs during onboarding
  • Oversaw diversity and inclusion efforts, leading bias, emotional intelligence, and cultural training initiatives.
  • Provided training sessions on new systems or processes for internal staff members.
  • Maintained up-to-date knowledge of relevant technologies, best practices and industry trends.

Education

University of Tennessee Knoxville

Skills

  • Customer Account Management
  • Client Relations
  • Strategic Planning
  • Customer Relationship Building
  • Customer Advocacy
  • Business Development
  • CRM Software
  • Strategic communications
  • Customer Relations
  • Customer Retention
  • Training and mentoring
  • Account Management
  • Customer Service
  • Training programs

Timeline

Customer Success Manager

Trella Healthcare
01.2022 - Current

Provider Advocate (Client Relationship Manager III)

Change Healthcare
01.2016 - 01.2021

Service Performance Analyst

Change Healthcare
01.2016 - 01.2018

Client Services Manager

Change Healthcare
01.2013 - 01.2016

HR Consulting Analyst

Cigna Government Services (CGS)
01.2008 - 01.2013

University of Tennessee Knoxville

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Daniella Davis