Jena Wolford

Lead strategic and commercial customer accounts
with a focus on adoption, retention, and account
growth across Behavioral Health and Mental Health
EHR/RCM solutions.

Oversee back office technical support operations to
ensure consistent, high-quality customer
experiences and timely resolution of complex issues.

Partner cross-functionally with Customer Success,
Support, Product, Sales, and Professional Services to
drive scalable outcomes for key accounts.
Increasing revenue by 25% with alignment for AOP
Planning targets.

Implement operating rhythms, reporting, and
customer health insights to proactively identify risk,
manage escalations, and uncover expansion
opportunities.

Coach and mentor team members supporting
strategic accounts, promoting a culture of customer

• Oversee ~$12M ARR in New Booking value including ENT,MID and SMB.
• Oversee all Implementation KPI's. ATL, contractual billable start dates , support holds, churn . and at risk bookings.
• Oversee ~$3M in expansion revenue, which is a new line of business
• Oversee all AOP Planning and PMO requirements for Implementations.
• Implemented a new line of business with Professional Services directly helping support expansion revenue, retraining models and post hypercare direct professional support.
• Collaborate with Management Teams to plan, develop, coordinate, and implement technical strategies that are in line with the client's vision, mission, and purpose.
• In charge of planning and Implementing all playbook, resource and onboarding training material for IS Leads (all in one)(CRM/EHR/RCM).
• Lead and assist technical upgrade projects for clients working with consultants and developers for integrations.
• In charge of project coordination ie; defining SOW for custom development scoping, managing milestones, and maintaining positive relationships with all stakeholders in all Implementation areas. ie; Integrations, DoseSpot , CTM , Hubspot , Jira etc.
• Interview, hire, train, and mentor 20 (+) employees by coaching daily, leading performance reviews, and providing constructive feedback.
• Play a key role in ongoing re-evaluation and optimization targeting AOP Planning and company's growth.
• Supported building, training, and leading training classes, webinars, system improvements and communication of system changes via IS alongside the Director of CSM and Operations.
• Initiated timely project management within budget constraints for multi-faceted problems involving executive leaders.
• Implemented a customer satisfaction process for onboarding, hypercare and post hypercare clients.
• Increased customer satisfaction by using data anatlics, problem solving and department enablement materials with the support of the customer satisfaction feedback.

• Managed Renewals and extended contractual terms per YR contracts. Including increased rates per users etc.
• Handled expansion revenue , targeting overall expansion goals of
• Increased customer satisfaction by addressing and resolving issues with the Development and Support Staff teams.
• Technical integration, systems engineering program management, customer support, and program management were all areas in which I was responsible.
• Gained customer acceptance by demonstrating cost savings and operational improvements.
• Recommended product changes, improvements, or deletions based on customer feedback.
• Oversaw the delivery of the Customer Success experience by utilizing Jira for tracking and maintaining all communications with the support team, which resulted in allowing the Customer response time to increase.
• Reviewed all customer inquiries to determine the scope of the work while also managing internal disciplines to ensure a timely response.
• Assisted clients with technical troubleshooting and problem solving for installed equipment and systems.
• Submitted monthly reports that included booking forecasts, highlights from the previous month, and CRM entries.
• Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.

• Created a new employee evaluation process that resulted in significant performance improvements.
• Contracting/ Credentialing for Provider/Facility types
• Utilization Review
• Billing Overview
• Single Case Agreement Handling and delegation
• Double-checked the data's accuracy and integrity.
• State Licensing handling
• OPH Applications Process / Approvals
• OSFM Applications Process / Approvals
• State Regulations and Compliance Handling
• Building and Implementing of Facility Policies and Procedures with multiple departments
• Ensure all Facility locations and staff where informed of all new compliance standards IE ; State Regulations, Payor Regulations and CARF Regulations.