Jena Stebly
Geneseo,IL
Summary
Service excellence-oriented professional with 34+ years of robust clinical healthcare experience and dedication to building relationships, providing customer support and needs assessments, and data collection and analysis; seeking to leverage my skills to successfully fill the position with a supportive, growth oriented and market-leading organization. Collaborative leader partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining key stakeholder relationships in a diverse range of dynamic, fast-paced settings.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
EBSCO Industries
07.2021 - Current
- Serving as the primary point-of-contact for strategic clients, develop strategic engagement and adoption efforts and implement timely identification and resolution of issues with prompt, effective communication.
- Through review of tangible metrics and collaboration with cross-functional internal and external teams, develop thoughtful, strong working relationships which encourage trust and foster growth with customers in all levels of an organization.
- Focus on proactive engagements by leading every customer engagement with meaningful content, data or purposeful data to include digital marketing strategies and campaigns.
- Collaborate with sales, product, marketing and support teams to deliver effective business reviews to key stakeholders and ensure seamless onboarding and ongoing account management processes.
- Develop customer-centric success plans for implementation; use data and automation to collect and access engagement effectiveness efforts.
Dedicated Advisor
Q-Centrix
01.2019 - 07.2021
- Work closely with internal and external key stakeholders to deliver exceptional experiences through increased partner engagement
- Encourage growth through establishing relationships with hospitals and health system partners to demonstrate the company's broader value proposition; developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Planned, developed, and implemented strategies to convey information with key decision makers.
- Assisted in the development of digital marketing content and training materials for internal and customer use, improving overall team performance.
- Working closely with sales, managed risk effectively by closely monitoring client engagement and making timely communications or adjustments.
- Implemented innovative marketing strategies to increase visibility within the local and across organizational communities to generate leads.
Clinical Effectiveness Specialist
Genesis Medical Center
09.2017 - 01.2019
- Directly support Chief Medical Officer and Quality Director; engages organizational leadership to articulate vision and demonstrate value objectives and change management strategies
- Use LEAN methodology to lead projects and for process improvement, working independently and within multi-disciplinary teams.
- Led cross-functional teams in project management methodology to establish scope, processes and meet organizational deadlines and expectations. Encouraged collaboration to set and project goals on time and within budget.
- Transformed underperforming departments by identifying at-risk quality measures; collaboratively used strategic planning efforts focused on process improvement to demonstrate measurable improvements.
Solutions Consultant
IBM Watson Health (Merge Healthcare)
03.2016 - 09.2017
- Provided subject matter expert-level knowledge for customer workflow construction and implementation and training
- Consult on system methodologies for projects, representing the enterprise; solution implementation expertise, typically emphasizing workforce resource planning, clinical practice workflow, staffing and scheduling flow.
- Collaborated with cross-functional teams to design and implement customized solutions for clients in various industries.
- Partner with project management team to develop robust custom training plans, outline detailed steps, identify milestones and expectations with key stakeholders.
- Delivered high-quality presentations and demonstrations, to include digital marketing materials and interactive guides, showcasing the value of proposed solutions to prospective clients.
- Designed post-sale training curricula and marketing materials to educate customers on use and maintenance of products; drafted integration plans to ease assimilation of products into customers' business infrastructure.
Clinical Specialist
ACIST Medical Systems
08.2014 - 03.2016
- Present education and content to conference attendees, clinicians, and administrators
- Educated clients on aspects of all existing and emerging products
- Assembled and distributed applicable marketing materials to physicians and non-clinical teams regarding potential customer questions or concerns.
Registered Cardiovascular Invasive Specialist RT(R), Supervisor
Genesis Medical Center
09.1990 - 08.2014
- Supervised and provided staffing support for 30+ employees
- Completed performance evaluations, clinical support for staff and physicians, safety, and quality management; focus on excellent patient outcomes
- Provide leadership, education and growth within department and throughout surrounding areas.
Education
MBA - Marketing
Youngstown State University
Youngstown08.2024
Bachelor of Arts - Special Studies
Saint Ambrose University
Davenport, IA05.2004
Associate of Applied Science - Radiologic Technology
Scott Community College
Bettendorf, IA07.1992
Skills
- Data-driven decision-making
- Customer Advocacy
- Relationship Management
- Upselling strategies
- Customer Relationship Building
- Customer Retention
- Inter-department collaboration
- Customer Needs Assessment
- Strategic Planning
- Customer Account Management
- Process Improvement
- Customer Relationship Management
Certification
- Radiologic Technologist (R) (CV)(ARRT)
- Registered Cardiovascular Interventional Specialist (RCIS)
References
References available upon request.
Affiliations
- American Registry of Radiologic Technologists, CI and Quality Committee Volunteer Member
Timeline
Senior Customer Success Manager
EBSCO Industries
07.2021 - Current
Dedicated Advisor
Q-Centrix
01.2019 - 07.2021
Clinical Effectiveness Specialist
Genesis Medical Center
09.2017 - 01.2019
Solutions Consultant
IBM Watson Health (Merge Healthcare)
03.2016 - 09.2017
Clinical Specialist
ACIST Medical Systems
08.2014 - 03.2016
Registered Cardiovascular Invasive Specialist RT(R), Supervisor
Genesis Medical Center
09.1990 - 08.2014
MBA - Marketing
Youngstown State University
Bachelor of Arts - Special Studies
Saint Ambrose University
Associate of Applied Science - Radiologic Technology
Scott Community College
- Radiologic Technologist (R) (CV)(ARRT)
- Registered Cardiovascular Interventional Specialist (RCIS)
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