Karena E Archer
Sr. Client Success Manager
Clinton,ME
Summary
Certified Sr Client Success Manager with over 10 years of experience working for EMR's while enhancing customer loyalty and retention with forward proactive-thinking and attentive strategies with effective conflict resolution. Demonstrated history of working in the information technology and services industry providing customers with exceptional experiences. Expert in building reports which show results of consistently exceeding business goals to increase revenue and patient volume, improving workflow practices and objectives. Proficient in guiding and mentoring employees/ coworkers to prioritize following protocols, procedures and service standards to include staying current on all healthcare information. Diligent in delivering direct report communication to key stakeholders. Ready to engage clients and take on new challenges with your organization.
Overview
18
18
years of professional experience
Work History
Sr. Client Success Manager
Experity
Machesney Park, IL
11.2020 - 07.2023
- Conducted regular client meetings to review progress towards objectives and discuss potential opportunities for improvement.
- Managed the resolution of customer issues in a timely manner, escalating when necessary.
- Collaborated with internal teams to ensure that customer requirements were met in a satisfactory way.
- Maintained detailed records of all interactions with clients.
- Created custom reports for clients to track key performance metrics.
- Coordinated cross-functional teams to develop innovative solutions for complex customer problems.
- Ensured compliance with contractual obligations from both the company and clients' sides.
- Monitored customer feedback and provided insights into areas of improvement for products and services offered by the company.
- Analyzed data trends associated with customer success activities and made recommendations accordingly.
- Implemented strategies to improve customer retention rates across multiple channels.
- Identified new business opportunities through account management activities.
- Provided technical guidance to customers on product features, functionality and usage.
- Prepared presentations for executive level stakeholders about strategic initiatives related to client success.
- Served as a primary point of contact between clients and internal departments during product launches or other changes in operations.
- Drove customer escalations to resolution by engaging directly with clients.
- Monitored KPIs to assess customer engagement.
Customer Success Manager
Athenahealth
Belfast, ME
11.2013 - 11.2020
- Built lasting partnerships strategically with over 70 Physician Practices across the nation to develop financial stability and financial health. This includes in-depth financial analysis, financial reporting, benchmark reporting, monitoring client workflows, best practices and implementing training and aligning clients with appropriate internal teams to assist in achieving goals which included interface requests and complex business issues
- Additional responsibilities included issue management and escalation management, assisting the client in achieving Meaningful Use and other incentive programs, implementing interfaces, and assisting with any strategic business items such as practice growth increasing revenue as well as review their product line and provide sales opportunities.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Provided performance coaching on many levels to include improved workflows, increased revenue, issue management, escalations and maintain patient safety compliance.
Senior Office Manager
KMD Driving School
Oakland, ME
05.2011 - 05.2014
- Managed and coordinated all office operations and procedures, such as filing systems, document management, budgeting, and payroll.
- Developed and implemented office policies to ensure efficient workflow.
- Organized meetings, conferences, travel arrangements and other related activities.
- Ensured accuracy in financial reporting by maintaining accurate records of expenses and revenues.
- Oversaw recruitment processes for new hires; conducted interviews and reference checks.
- Maintained confidentiality of sensitive information while handling confidential documents.
- Assisted in the development of departmental budgets; monitored spending against budget targets.
Employment Assessment Specialist
Allies Inc
Bangor, ME
09.2005 - 06.2011
- Provided personalized career guidance and support services to jail diversion clients, including resume writing, interviewing skills, and successful job placement
- Assisted clients in creating a professional online presence by developing LinkedIn profiles, portfolios, websites.
- Organized and facilitated workshops related to job searching such as resume writing, interview techniques, networking events.
- Maintained accurate records of all client activities in accordance with program policies and procedures.
- Negotiated job offers between employer representatives and candidates seeking employment opportunities.
Education
High School Diploma -
Dexter Regional High School
Dexter, ME06.1989
Skills
- Strategic Planning
- Customer Relationship Building
- Revenue Growth
- CRM Software
- Strategic Communications
- Experience working with large book of business
- Report Analysis
- Proficient in Excel, PowerPoint, Microsoft Access, Adobe, Salesforce, Churn Zero, Gainsight,Analytics, Healthcare, Marketing, US Health Insurance Portability and Accountability Act (HIPAA), and Healthcare Information Technology (HIT)
- Training and Mentoring
- Client coordination
- Understanding of client business requirements
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The ones who are crazy enough to think they can change the world, are the ones that do.
Steve Jobs
Timeline
Sr. Client Success Manager
Experity
11.2020 - 07.2023
Customer Success Manager
Athenahealth
11.2013 - 11.2020
Senior Office Manager
KMD Driving School
05.2011 - 05.2014
Employment Assessment Specialist
Allies Inc
09.2005 - 06.2011
High School Diploma -
Dexter Regional High School
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