Overview
Work History
Education
Skills
Work Availability
Work Preference
Timeline
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Kelly Gutschow

Kelly Gutschow

Macomb,MI

Overview

18
18
years of professional experience
5
5
years of post-secondary education

Work History

Senior Customer Success Manager

Owl Health
Portland, OR
01.2021 - Current
  • Company Overview: Acquired by Neuroflow
  • Developed a "trusted advisor" relationship with key account executive sponsors and aligned OWL to their key behavioral health initiatives and overarching business goals
  • Established and executed comprehensive strategies, defined key business metrics and success criteria, and established a process for monitoring goals in order to provide visibility to executive sponsors
  • Improved Measure Completion at key accounts by 50%
  • Served as a customer advocate back into the OWL product team to ensure Owl solutions are evolving to meet the needs of our customers
  • Conduct regular account meetings to communicate best practices, develop plans for expanded functional usage, provide use case examples for leveraging key product functionality, and communicate software releases and updates
  • Maintained 100% of my customers (no churn) and expanded my book by ~60% year over year
  • Acquired by Neuroflow

Customer Success Leader

Halo Health
Cincinnati, OH
01.2019 - 01.2021
  • Maintain a cadence of communication with customers about their adoption trends, and outcomes leading to renewals, expansion, and opportunities for deeper engagement
  • Play an advisory role to customers as they deploy and optimize our product, build long-term strategic relationships with customers to ensure optimal customer experience and outcomes
  • Serve as the voice of the customer internally, understanding their challenges, and partnering with internal teams to ensure we are building a product that customers love and delivers value
  • Identify opportunities for customers to act as Halo advocates (testimonials, case studies, references)
  • Turned each account with a one year renewal into a 5 year contract resulting in a 250% increase in ARR
  • Created the "every customer is reference-able program…adding over 60+ new customers in 9 months

Customer Success Leader

Agfa Healthcare
Greenville, SC
01.2015 - 01.2019
  • Build, maintain, and leverage ongoing relationships with new and established customers that lead to increased adoption and ongoing use of the Agfa product suite
  • Understand customers' business priorities/strategies and partner with other departments to deliver services and ensure overall customer success
  • Provide excellent customer service that results in increased engagement, customer satisfaction, and a positive feedback loop for continuous improvement, which ultimately results in churn reduction
  • Read, understand, and help negotiate renewal contracts and service level agreements

Client Relations Director

PatientPoint
Orlando, FL
01.2011 - 01.2015
  • Manage and grow relationships with channel partners, and strategic customers to ensure everyone's needs are being met or exceeded
  • Responsible for execution of all key client relationship requirements assessing, clarifying, and validating customer needs on an ongoing basis

Project Manager/Lead Trainer

PatientPoint
Orlando, FL
01.2011 - 01.2015
  • Developed and improved work flows and business processes within defined areas to improve customer service, decrease operational costs and improve overall quality
  • Interface with clients & internal teams on project requirements, deliverable status and approvals, scope changes and points of dissatisfaction
  • Work with cross-functional teams to develop implementation strategies for each individual client project and to ensure that deliverables met client objectives, budget and project timelines from launch through support transition

Project Manager/Application Trainer

Allscripts Healthcare Corporation
Chicago, IL
01.2007 - 01.2011
  • Ownership of project planning and progress tracking to ensure timeliness, effectiveness, and overall success of client implementations
  • Coordinate teams internally and the client partner to collaborate on and execute technical integrations, business decisions, and marketing campaigns
  • Increased ePrescribing utilization by 60% with an upgraded eLearning suite for our users

Education

Associate of Science - Psychology

Western Michigan University
Kalamazoo, MI
08.1995 - 04.2000

Skills

  • Salesforce proficiency
  • Customer satisfaction
  • Software implementation
  • Customer advocacy
  • Customer segmentation
  • Client onboarding
  • Relationship management
  • Upselling strategies
  • Account growth
  • Data-driven decision making
  • Training programs
  • Proficient in [software]
  • Account updates
  • Key accounts development
  • CRM software
  • Customer needs assessment
  • Cross-functional coordination
  • Customer relationship building
  • Training and mentoring
  • Customer account management
  • Strategic planning
  • Customer onboarding
  • Account management
  • Customer service
  • Client service optimization
  • Customer retention
  • Client relations

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full TimeContract Work

Location Preference

Remote

Important To Me

Work-life balanceCompany CultureFlexible work hoursHealthcare benefitsWork from home option401k matchPaid time off

Timeline

Senior Customer Success Manager

Owl Health
01.2021 - Current

Customer Success Leader

Halo Health
01.2019 - 01.2021

Customer Success Leader

Agfa Healthcare
01.2015 - 01.2019

Client Relations Director

PatientPoint
01.2011 - 01.2015

Project Manager/Lead Trainer

PatientPoint
01.2011 - 01.2015

Project Manager/Application Trainer

Allscripts Healthcare Corporation
01.2007 - 01.2011

Associate of Science - Psychology

Western Michigan University
08.1995 - 04.2000

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Kelly Gutschow