Joycelyn Boykin
Mobile,AL
Summary
An experienced and results-driven professional with extensive customer relationship background in developing and retaining loyal, engaged clients to successfully meet their business goals ~ Accomplished leader with a comprehensive understanding of monitoring customers’ health and implementing effective customer success strategies, resulting in high-performing onboarding, adoption, and expansion experiences exceeding targets.
Overview
30
30
years of professional experience
Work History
Client Success Lead
CPSI
Mobile, AL
01.2023 - 07.2023
- Selected to serve in CPSI’s inaugural implementation of a scaled, agile enterprise operating model, which focused on building cross-functional squads/teams with end-to-end ownership and accountability for the development, implementation, adoption, and customer satisfaction of our products and services.
- Developed powerful and easy-to-use products and customer-facing workflow tools that aided in improving employee and customer awareness of key development, adoption, and engagement.
- Produced release specific webinars to introduce new features and development faster and with better quality.
- Created employee and client surveys to elicit feedback and improvement recommendations for communication methods.
Director - Client Success
CPSI
Mobile, AL
01.2017 - 12.2022
- Spearheaded client onboarding processes for 300+ clients transitioning to the new patient engagement platform and vaccination solution, ensuring seamless transitions and positive first impressions.
- Led a team of Client Success Managers, providing mentorship, guidance, and fostering a culture of continuous improvement.
- Developed and implemented customizable initiatives, resulting in a 30% increase in customer engagement.
- Collaborated cross-functionally with sales, product, and support teams to accomplish goals and address issues related to our products and services.
- Conducted regular client health checks, identified areas for improvement, and implemented proactive solutions.
- Played a key role in upselling and expanding client accounts, contributing to $1.2MM growth in revenue within a two-year period.
- Created an escalation response program allowing customers to report emergent matters and receive timely communication from a cross-departmental management team.
- Analyzed customer feedback data to identify trends in product performance or customer service issues.
- Served as a public spokesperson at industry events or conferences.
Director – Quality Systems
CPSI
Mobile, AL
01.2015 - 01.2017
- Oversaw a team of Regulatory Specialists that provided Promoting Interoperability support to customers, ensured compliance with industry standards and regulations were met with Evident’s certified EHR products, and usability testing procedures performed for newly developed features/solutions.
- Identified opportunities for process improvement and implemented initiatives to enhance operational efficiency and product quality.
- Developed and executed a release launch process that introduced new software development and onboarding preparation for employees and clients.
- Collaborated with cross-functional teams to integrate quality practices into all aspects of the business.
Director – Specialty Support
CPSI
Mobile, AL
01.2013 - 01.2015
- Directed 3 teams consisting of Customer Service Representatives that specialized in providing frontline support and onsite installations for the patient engagement, materials management, and home health applications.
- Unified and cross-trained 2 departments (patient engagement and materials management) to fulfill the high installation demand and delivery of an enhanced client experience.
- Created a new role designed specifically for researching and analyzing clients' application utilization and identifying improvement opportunities.
- Organized and launched regional educational conferences in 6 US regions to introduce the newly designed inventory application to customers.
- Developed a new role responsible for performing onsite visits to review and gather needed data being converted into the Thrive software.
Education
BS in Commerce and Business Administration - Accounting
University of Alabama
Tuscaloosa, AL12-1992
Skills
- Client Relationship Management
- Customer Success Strategy
- Team Leadership and Development
- Upselling and Account Expansion
- Cross-functional Collaboration
- Data Analysis and Reporting
- Client Onboarding
- Proactive Problem-solving
- Performance Tracking
- Strategic Planning
Professional Highlights
- Designed an innovative, monthly tool that delivered an up-to-date customer health score and enhanced clients’ experience and adoption rates.
- Led the Customer Success Team responsible for generating $1.2MM revenue within two years.
- Developed promotional campaign for EHR Governance adoption by partnering with Learning department to develop new educational material highlighting the benefits of the program and Client Success Management team.
- Selected as Listening Champion responsible for partnering with executive business leaders to deliver the all-employee survey results, along with facilitating the self-developed action plan with 350+ divisional employees.
- Served as council chair for Team IDEA, the Inclusion, Diversity and Equity Alliance at CPSI, whose goal is to create an inclusive and respectful culture across the family of CPSI’s companies.
Timeline
Client Success Lead
CPSI
01.2023 - 07.2023
Director - Client Success
CPSI
01.2017 - 12.2022
Director – Quality Systems
CPSI
01.2015 - 01.2017
Director – Specialty Support
CPSI
01.2013 - 01.2015
BS in Commerce and Business Administration - Accounting
University of Alabama
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