Jeff Bosworth
Senior Customer Success Manager
Canton,GA
Summary
Experienced customer success professional with a proven track record of driving customer satisfaction and retention. Trusted and respected as a senior customer success manager, bringing expertise in project management, account management, software development, and product implementations. Known for successfully initiating and completing major projects, excelling at building and fostering relationships with high-profile customers to ensure their satisfaction and loyalty.
Overview
26
26
years of professional experience
Work History
Senior Customer Success Manager
DrFirst
01.2019 - 01.2024
- Managed relationships with Partner and Internal Sales Customers – Customer Retention Rate of 98% last year
- Increased yearly renewal revenue – Net Revenue Retention of 254% this past year
- Created upsell opportunities and reviewed billing for accuracy
- Managed relationship with high profile customer that includes several hundred hospices – Largest Pharmacy Benefit Manager (PBM) in the country
- Created and implemented Save Strategy Plans for At Risk customers
- Worked with Sales Team on outreach for new product offerings
Senior Project Manager – Professional Services Team - PMO
Monarch Medical Technologies
01.2016 - 01.2018
- Senior Project Manager reporting directly to the Vice President of Professional Services
- Coordinated implementations of Monarch’s FDA regulated Glycemic Control applications
- Routinely managed from 20 implementation projects, each having a duration of 4 to 12 months
- Projects began during the sales process and continued through pre-project planning, creation of Project Scope and Statement of Work, project implementation, go-live and project closure
- Managed cross functional teams that included Monarch technical and application resources and customer leadership, technical and application resources
Senior Project Manager – Professional Services
McKesson Technology Solutions
01.2010 - 01.2015
- Project Manager and Technical Team Lead for hardware and software uplifts and Clinical product implementations for multiple large hospital projects
- Coordinated all tasks that included technical assessments, hardware order and installation, software load, testing, issue resolution and live event
- Interacted with Stakeholders to resolve issues to keep the projects within the forecasted hours and maintain project milestones
- Liaison between the Customer and McKesson management teams to resolve escalated issues
- Guided customers through the implementation of stage 1 and stage 2 requirements and attestation for the Electronic Health Record (EHR) Incentive Program
Technical Project Manager - Horizon Enterprise Revenue Manager
McKesson Technology Solutions
01.2008 - 01.2010
- Technical Project Manager implementing Revenue and Access Management product
- Technical Team leader coordinating Technical Implementation Engineer, DBA and Interface resources
- Consulted with Sales and Customer on hardware order and VMware requirements for multiple environment system designs
- Implemented a VMware strategy for customers to build their systems remotely, by accessing the internal McKesson Solution Center
- Managed setup and maintenance of multiple virtual environments for customers
Enterprise Technical Implementation Engineer – Clinical Implementations
McKesson Technology Solutions
01.1998 - 01.2008
- Managed high profile customers as their liaison with the McKesson upper management team
- Provided the technical expertise and planning necessary to add new clinical application environments to the customer’s existing hardware infrastructure
- Developed technical project plans and implementation timelines
- Coordinated technical project activity between McKesson and Customer technical personnel
Education
Bachelor of Science Degree - Computer Science
Mercer University
Skills
- Customer Success Management
- Project Management
- Account Management
- Proficient Communicator
- NetSuite, HubSpot, Salesforce CRMs
- Billing/Accounts Receivable
- Upselling strategies
- Email campaigns
- Strategic communications
- Customer Relations
- Risk Management
- Revenue Growth
Timeline
Senior Customer Success Manager
DrFirst
01.2019 - 01.2024
Senior Project Manager – Professional Services Team - PMO
Monarch Medical Technologies
01.2016 - 01.2018
Senior Project Manager – Professional Services
McKesson Technology Solutions
01.2010 - 01.2015
Technical Project Manager - Horizon Enterprise Revenue Manager
McKesson Technology Solutions
01.2008 - 01.2010
Enterprise Technical Implementation Engineer – Clinical Implementations
McKesson Technology Solutions
01.1998 - 01.2008
Bachelor of Science Degree - Computer Science
Mercer University
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