Erin Waters
Summary
Customer-focused implementation professional with over 10 years of experience in SaaS onboarding and end-user adoption. Proven track record in enhancing customer success through effective training and project management. Committed to delivering exceptional customer service and driving organizational goals.
Overview
11
11
years of professional experience
Work History
Project Manager, Client Onboarding
Voicebrook
Roslyn Heights, New York
07.2022 - Current
- Forecast, schedule, and monitor project timelines and budgets for 15 to 22 projects.
- Lead the project team to ensure the timely delivery of deliverables through effective progress monitoring of all projects.
- Collaborated with internal departments to deploy new product features.
- Coordinated cross-functional meetings to align project goals and objectives, in addition to ongoing client support.
- Maintain comprehensive records of all project documents, including specifications, and change orders.
- Develop, test, and implement project management improvements to enhance team efficiency and productivity.
Customer Success Manager
Claritas Rx
San Francisco, CA
11.2021 - 07.2022
- Managed portfolio of three to five pharmaceutical drug programs through key functional reporting.
- Oversaw data quality imports from third-party pharmacies and logistics partners, ensuring accuracy.
- Served as primary contact for program implementations, coordinating go-live readiness and testing.
- Advocated client needs within Product and Development teams to enhance product features.
- Identified opportunities to leverage data for solving business challenges and improving efficiency.
Project Manager, Implementations
Ingenious Med
Atlanta, GA
08.2019 - 10.2021
- Developed and executed project plan for multiple, assigned client implementations of Ingenious Med; generally lasting from 6 weeks to 2 years in duration.
- Identified, recorded and outlined plan to mitigate potential project risks including integrations, timeline, and resource barriers.
- Communicated with project stakeholders via weekly status calls and email; in addition, provide executive level updates for enterprise accounts.
- Led and documented client workflow consultation/discovery calls; provide feedback for best practices, appropriate application setup and execution.
- Served as a Subject Matter Expert for Ingenious Med application implementation and deployment strategy.
- Contributed to the creation of Implementation department processes and internal workflows, to be used throughout the implementation life cycle and supporting procedures.
- Led a team of project consultants and analysts, assigning project tasks to appropriate team members and tracking project progress.
- Collaborated with Sales, Account Management and Development/Integrations teams to meet the overall needs of the client from point of sale through implementation completion and transition.
Sr Customer Success Consultant
Ingenious Med
Atlanta, GA
09.2018 - 07.2019
- Developed outstanding relationships with assigned national accounts to ensure and promote client satisfaction with the product and Ingenious Med overall Reviewed client usage, track adoption statistics to measure success and seek opportunities for improvement.
- Produced and analyzed standard application KPIs monthly for enterprise clients as a whole or on a market/regional basis.
- Worked with Account Management to ensure internal stakeholders are aware of account concerns and status.
- Developed and reviewed internal Customer Success processes, to improve and streamline communication, documentation, and consistency in processes across department.
- Functioned as an escalation point for client issues, managing the ongoing communication resources to ensure successful & timely resolutions to the cases Coordinated and lead regular meetings regarding client's tactical needs and open support issues.
- Served as a member of the Customer Success department's leadership team, provided input on day-to-day operations/workflows and feedback on areas of improvement.
Training Coordinator
Northside Hospital
Atlanta, GA
07.2017 - 09.2018
- Facilitated design and delivery of both computer based and in person training program for three major departments across the hospital's four campuses.
- Assisted with the direction and organization of the overall EHR (Electronic Health Record) training program to include curriculum development, instructional design, competency development, proficiency testing, on-line learning, continuing education, scheduling, registration, attendance tracking, coordination of training materials and monitoring of education initiatives.
- Collaborated and communicated with project team members, IT leadership, patient care staff and physicians to promote training methods which ensured a successful implementation and on-going educational support.
- Partnered with Clinical Informatics, Ambulatory and Department Directors to develop and implement training programs to educate users on new/upgraded applications.
Sr Implementation Analyst
Ingenious Med
Atlanta, GA
03.2015 - 07.2017
- Lead and manage the deployment of IM software to 30+ clients including strategic account with up to 750 users.
- Configured database, front-end and user environments in alignment with consultative analysis of provider workflow and hospital/healthcare system's revenue cycle.
- Provided leadership in overall account management including regular project status updates, project documentation and tracking progress as outlined by the accepted project plan.
- Assisted with the on-boarding of new Implementation Managers and Analysts to ensure understanding of Ingenious Med's products, processes and tools necessary for a successful client implementation and serve as a point of contact for questions.
- Served as application expert and advocate, understanding and supporting the client's needs, priorities and goals with Ingenious Med's product(s).
Training Specialist
Ingenious Med
Atlanta, GA
06.2014 - 03.2015
- Served as Subject Matter Expertise in Ingenious Med's suite products.
- Gained clear understanding of user requirements, workflows, and scope of client projects to deliver a best practice training approach tailored to each end-user Planned, developed and delivered individual and/or group training on-site and/or using instructor-led web-based training methods.
- Organized client information and educational packets to ensure fluidity and efficiency during user training.
Education
Bachelor of Science - Community Health
Georgia Southern University
12.2008
Skills
- SaaS Implementations & Adoption
- Application Consultation & Optimization
- Data Analysis
- Account Management & Support
- Active Listening & Effective Communication
- Process Development & Improvement
- Client Advocacy
Technical Skills
- SQL
- Salesforce
- Microsoft Office Suite
- Google Workspace
- Smartsheet
Websites
Timeline
Project Manager, Client Onboarding
Voicebrook
07.2022 - Current
Customer Success Manager
Claritas Rx
11.2021 - 07.2022
Project Manager, Implementations
Ingenious Med
08.2019 - 10.2021
Sr Customer Success Consultant
Ingenious Med
09.2018 - 07.2019
Training Coordinator
Northside Hospital
07.2017 - 09.2018
Sr Implementation Analyst
Ingenious Med
03.2015 - 07.2017
Training Specialist
Ingenious Med
06.2014 - 03.2015
Bachelor of Science - Community Health
Georgia Southern University
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