Katie Hill
Bastrop
Summary
Professional in client relationship management with successful 14-year career in healthcare IT industry. Skilled in quickly building strong, trusted relationships with clients and working with cross-functional teams to meet customer needs and goals. Known for reliability, effective communication, and strategic thinking.
Overview
15
15
years of professional experience
Work History
Strategic Customer Success Manager
PointClickCare
07.2024 - Current
- Manages client relationship with large health systems and value-based care organization customers totaling over 2.5 million in ARR
- Works with strategic account sales team to identify growth opportunities for upsell and cross-sell
- Develops and executes targeted customer success plans for high-value clients, securing renewals and preventing attrition
- Delivers exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts
- Spearheads cross-functional initiatives that resolves complex issues and ensures timely resolution for clients
- Identifies at-risk accounts through diligent monitoring and analysis, implementing corrective actions to prevent churn
- Organizes and leads quarterly business reviews with top clients, showcasing product value and discussing future opportunities.
Customer Success Manager II
PointClickCare
04.2021 - 07.2024
- Account Manager of 20+ provider customers, focusing on customer satisfaction and retention
- Owned relationship for largest provider account in provider portfolio
- Drove customer support escalations and worked across Support teams, Integration, and Product to ensure issue resolution
- Supported business expansion by identifying upsell opportunities with sales executives
- Delivered quarterly business reviews to partner with client on key objectives, KPI's, and future goals
- Compiled Customer Success Plans to continue to support business and customer-defined objectives
- Collaborated with internal PCC teams to optimize customer experience
- Mentored and trained fellow Customer Success Managers
- Helped client identify opportunities to optimize their solution experience via projects and collaboration with Clinical Consultants
Senior Support Services Owner
Cerner Corporation
07.2019 - 04.2021
- Accountable for ensuring client success with Cerner support services
- Presented Cerner support performance metrics on weekly, monthly, and quarterly basis to IT Leadership and client Executive Leadership Team
- Managed escalations for high priority issues and immediate support needs, and drove them to resolution
- Worked with multiple internal groups (Support, Strategy, Intellectual Property) to drive issue resolution and future mitigation strategies for client
- Connected internal and external stakeholders for complicated issues requiring collaborative team for resolution
- Monitored client satisfaction and addressed any client concerns with support
- Tracked code defects and plan for upgrades to latest recommended code to ensure client software stayed current
- Partnered with client on EHR Safety Initiatives
Senior Reference Manager
Cerner Corporation
12.2015 - 07.2019
- Launched reference program for Arizona healthcare system to develop them as top Cerner reference site
- Guided Arizona healthcare system through Most Wired assessment process, resulting in their Most Wired designation for first time in 2018
- Organized optimization assessments to improve workflow, technology, adoption, and overall reference-ability of host sites
- Worked with sales executives to plan and execute successful reference calls and visits
- Provided reference strategy and host alignment for sales opportunities, including calls, visits, and industry events
- Recognized for contributing to closing of numerous multi-million dollar sales opportunities in global, community, critical access, and other large healthcare systems
- Worked with sales, client owners, and Reference Managers to maintain broad knowledge of client base and reference-ability
- Completed Request for Proposals for sales opportunities
- Identified reference gaps to anticipate future reference needs for client development
Consultant - Emergency Medicine
Cerner Corporation
02.2011 - 12.2015
- Consulted clients on design and build recommendations for Emergency Medicine (FirstNet) solution
- Led Emergency Medicine projects as solution architect, providing guidance and oversight to delivery consultants
- Assessed numerous Cerner clients for build quality, workflow, and processes to identify optimization opportunities
- Developed written collateral for Emergency Medicine solution to leverage for optimization projects
- Provided client support by troubleshooting and resolving go live issues
- Conducted workflow demonstrations of Emergency Medicine solution and created training material for Emergency Medicine staff undergoing implementation
Finance Director
Zaun for Congress
06.2010 - 11.2010
- Served as campaign's primary fundraiser, including event planning and coordination of donor meetings with key campaign contributors
- Planned and staffed large fundraising events
- Managed Finance Committee relationship and monthly meetings
Education
B.A. - Political Science
University of Iowa
Iowa City, Iowa2010
Pembroke-King's Summer Term -
University of Cambridge
Cambridge, UK2009
Skills
- Account Management
- Client Rapport-Building
- Key Account Development
- Customer Retention
- Best Practices and Methodologies
- Client Service Optimization
- Strong Technical Acumen
- Consultative Selling Techniques
- Mentoring
- SalesForce and Gainsight Experience
Timeline
Strategic Customer Success Manager
PointClickCare
07.2024 - Current
Customer Success Manager II
PointClickCare
04.2021 - 07.2024
Senior Support Services Owner
Cerner Corporation
07.2019 - 04.2021
Senior Reference Manager
Cerner Corporation
12.2015 - 07.2019
Consultant - Emergency Medicine
Cerner Corporation
02.2011 - 12.2015
Finance Director
Zaun for Congress
06.2010 - 11.2010
B.A. - Political Science
University of Iowa
Pembroke-King's Summer Term -
University of Cambridge
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