Joanne Walton
Richmond,USA
Summary
Dynamic leader with a proven track record at Siemens Healthineers, excelling in Customer Experience Strategy and Program Management. Expert in LEAN methodologies, driving operational efficiency and enhancing customer satisfaction. Adept at fostering team collaboration and implementing strategic initiatives that resulted in significant improvements in customer retention and organizational alignment.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Head Customer Experience, Digital and Automation
SIEMENS-HEALTHINEERS
NAM, USA
01.2017 - Current
- Overall responsibility for strategy, creation, and execution of the new Customer Experience team, including Customer Success and Operations Excellence
- Create and execute on customer success activities, including onboarding, education, support, adoption, retention, and services to drive customer outcomes in renewals, upsells, and reference ability
- Designing a Voice of Customer (VOC) program, optimizing customer lifecycle, creating feedback loops, and measuring effectiveness of VOC and Customer Success through actionable KPIs
- Accountable for recruiting, onboarding, and coaching Customer Success and Operational Excellence teams
- Supporting initiatives to move the organization from a Sales-Centric to a Customer-Centric organization by aligning with Marketing, Sales, Product, Finance, Support, and Service Operations
- Collaborating with all areas in the customer journey to improve internal processes to better the overall customer experience
- Aligning implementation, project management, and support teams from Sales to Service to ensure a positive customer experience
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed the Customer Experience & Operational Excellence Strategy to assist the organization with increased orders.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
Area Vice President, Customer Success
CLIENT SERVICES, VERSCEND
Waltham, USA
01.2015 - 01.2017
- Improved activities of a team of Client Executives by leading initiatives for productivity and monitoring product timelines to align with the assignment and recruitment of appropriate resources
- Increased transparency throughout the organization by developing in-depth reports and performance metrics for the Client Services Division
- Enhanced customer service by providing solutions based upon strong analysis of client data to determine root causes and proactively address issues through collaborating with external departments on strategy
- Achieved corporate financial targets by driving the team with upselling and customer retention tactics
- Consulted customers on workflow and process solutions to facilitate increased utilization of Verscend services
- Collaborated with operations and marketing/sales to communicate notable client trends to keep company communications closely aligned with evolving client issues, requirements, and attitudes
- Synthesized and articulated key findings for operations, sales, finance, product development, and executive audiences using sound financial and market analysis
- Established a high-performance culture within the team by setting clear expectations and providing regular feedback on individual performance contributions.
- Collaborated closely with executive leadership to align department goals with overall company objectives, resulting in stronger organizational cohesion.
- Managed a diverse portfolio of projects, ensuring that each project met established quality standards and delivered expected results on time and within budget.
Director, Data Management, Operations & Customer Success
ACCOUNTABLE CARE ASSOCIATES
Springfield, USA
01.2013 - 01.2015
- Launched advancements in organizational structure for three departments, presented weekly updates and development opportunities for Analytics, Training, and Client Services within a $3M budget.
- Spearheaded retention by leading, coaching, and managing cross-functional data management and client relation teams throughout new client implementations and ongoing relationship management
- Delivered clarity in communicating complex RAF analysis and financial and contractual obligations to providers, clients, and staff
- Drove the project team to focus on technical upgrades for core products
- Improved decision-making processes by collaborating with C-suite to create company-wide strategic goals and recommended innovative programs to health plans that meet quality metrics annually
- Developed, fostered, and maintained relationships with customer accounts by liaising on behalf of company and client while serving as prospects advocate resolving issues
Business Process Improvement Manager
Health New England
Springfield, MA
10.1999 - 03.2013
- Successfully created and led the Business Improvement Department, streamlining operations and rolling our Lean Process Improvement company-wide, leading to overall operational savings of 10% year-over-year.
- Developed employees based on their strengths and career paths, exceeding expectations as a cultural architect and performance improvement specialist.
- Coached leaders to facilitate organizational change and expanded the Business Improvement program using LEAN methods to enhance value streams across departments and with suppliers.
- Improved MDI and huddle board processes to ensure adequate performance dialogues.
- Acted as the primary contact for clinical and non-clinical staff, managing Provider Appeals, Relations, and Credentialing.
- Led quality improvement initiatives to ensure member access and monitored provider satisfaction during credentialing processes.
- Fostered strong relationships with the provider community, focused on call quality and portal usability.
- Enhanced operational efficiency through staff management and mentorship.
- Conducted financial and clinical analysis, identifying opportunities for HNE members and employers, and improved accuracy through cross-referencing skills among Clinical and Financial Analysts.
Education
Bachelor of Science - Organizational Development
Regis University
Associate of Science - Hotel Restaurant Management
Holyoke Community College
Holyoke, MAAssociate of Science - Computer Information Systems
Holyoke Community College
Holyoke, MASkills
- LEAN Program Development
- Hoshin Kanri
- Voice of Customer (VOC)
- Program Management
- SCRUM
- Strategic Planning
- Strategic Analysis
- Customer Journey Mapping
- Digital Health
- Customer Experience Strategy
- Sales
- Account Management
- Change Management
- Value Stream Mapping
- Organizational Adoption
- Business Development
- Team Leadership
- Problem-solving
- Critical thinking
Certification
- Certified Customer Journey Mapping, Siemens Healthineers
- HPS immersion course, Siemens Healthineers; (Value Stream Mapping; Structured Problem Solving & Agile Visual Management Certifications)
- Customer Experience Professional- CCXP
- LEAN Healthcare Certification, North Carolina State University
- LEAN Certification, Radical Transformation
- MBTI Certification
- SCRUM Master, SCRUM Alliance
References
References available upon request.
Timeline
Head Customer Experience, Digital and Automation
SIEMENS-HEALTHINEERS
01.2017 - Current
Area Vice President, Customer Success
CLIENT SERVICES, VERSCEND
01.2015 - 01.2017
Director, Data Management, Operations & Customer Success
ACCOUNTABLE CARE ASSOCIATES
01.2013 - 01.2015
Business Process Improvement Manager
Health New England
10.1999 - 03.2013
Bachelor of Science - Organizational Development
Regis University
Associate of Science - Hotel Restaurant Management
Holyoke Community College
Associate of Science - Computer Information Systems
Holyoke Community College
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