Kristie Owens
Client Onboarding And Product Education
Hillsboro,OR
Summary
Experienced and results-oriented professional with a strong background in CRM management, onboarding, and process improvement. Passionate about growing programs, building scalable workflows, and collaborating with teams to deliver exceptional customer experiences. Thrives on solving complex challenges, driving change, and ensuring compliance while keeping both customer and team needs at the forefront. Committed to championing others, building strong relationships, and working together to achieve shared goals. Experience spans project management, training and program development, performance tracking, benefit administration, and customer success.
Overview
10
10
years of professional experience
1
1
year of post-secondary education
6
6
Certifications
Work History
Signature Success Customer Onboarding
Salesforce
02.2021 - Current
- Designed and executed scalable, tailored onboarding programs for Signature Success customers, aligning with their goals to deliver maximum impact.
- Developed workflows, SOPs, and process improvements that enhanced efficiency, streamlined operations, and improved satisfaction for internal stakeholders and external customers.
- Led kick-off and deep-dive workshops as a Subject Matter Expert, equipping customers with knowledge and tools to maximize utilization of the Signature Success plan while uncovering objectives and delivering measurable value.
- Collaborated with cross-functional teams, including Sales, Success, Professional Services, and external partners, to gather customer insights and ensure seamless knowledge transfers for a cohesive experience.
- Delivered onboarding for 169+ customers in FY 2025, ensuring smooth transitions aligned with client expectations and maintaining a 5/5 CSAT score throughout the year.
- Built and fostered strong customer relationships by acting as a trusted advisor, aligning strategic priorities with actionable results, and prioritizing a customer-first approach at every stage.
- Delivered clear and engaging presentations to communicate the value and entitlements of the Signature Success plan, ensuring customers fully utilized available resources.
- Analyzed customer goals using critical thinking to tailor onboarding strategies and ensure seamless handoffs to the Customer Success team for ongoing support.
- Monitored and tracked onboarding success metrics, identifying opportunities for optimization and driving continuous improvements in customer outcomes.
- Appointed as Change Management Ambassador during an organizational migration, contributing to UAT testing, leading training sessions, maintaining detailed documentation, and communicating release updates to stakeholders.
- Successfully managed the onboarding of strategic and enterprise accounts, providing high-touch service and aligning closely with customer objectives.
Implementation Manager
Interlink Health Services
09.2019 - 02.2021
- Created detailed project plans outlining scope, timeline, resources, and deliverables, ensuring all stakeholders align with expectations and execute implementation processes efficiently.
- Worked closely with Executives, Sales, Account Management, and Legal teams to devise strategies, ensure alignment on project goals, and foster strong relationships across the organization, ensuring successful project outcomes.
- Cultivated strong post-sales relationships, guiding clients through the planning phase to the successful completion of implementation, ensuring that customer objectives and expectations are met with high satisfaction.
- Acted as the go-to expert on benefit plans and Third-Party Administrator (TPA) benefit plan language options, providing consultation and ensuring full alignment with organizational goals.
- Led efforts to document business procedures, policies, and workflows, driving operational efficiency and reducing implementation time by 68%, contributing to scalable, sustainable processes.
- Maintained accurate records of project documentation, including status reports, meeting minutes, and resource tracking spreadsheets, supporting decision-making and improving future project outcomes.
- Managed and delivered training sessions to HR groups for 40+ attendees, enhancing program retention and driving program utilization.
- Partnered with Legal teams to ensure benefit plan language is appropriately written or amended in accordance with regulatory changes and compliance needs, safeguarding alignment with industry standards and requirements.
- Presented project updates to senior leadership, highlighting successes, addressing challenges, and providing proposed solutions, ensuring ongoing support for the implementation team's efforts.
Lead Program Coordinator
Interlink Health Services
10.2018 - 09.2019
- Improved operational efficiency by automating key processes, leading to reduction in time spent on routine tasks, which supported the growth of 140,000 member lives.
- Streamlined eligibility file submissions, reducing processing time and errors by 15-20% through the implementation of clear submission criteria and improved workflows.
- Coordinated prior authorization for hundreds of members, ensuring compliance and timeliness, resulting in improved process turnaround times.
- Collaborated with the clinical team to manage patient benefits, ensuring patients received optimal care and that program value was effectively communicated and demonstrated.
- Interacted with patients to explain program benefits, answer questions, and gather support needs, ensuring clarity and enhancing engagement in the program.
- Developed and delivered training materials for new hires and ongoing staff development, resulting in a 25% improvement in training efficiency and faster ramp-up times for new team members.
Account Service Supervisor
WageWorks
12.2014 - 10.2018
- Managed end-to-end functions for Third Party Administrator (TPA) services, including claims processing, policy administration, and regulatory compliance.
- Delivered comprehensive support in plan guidelines, utilization, administration, claims, customer service, and administrative tasks, ensuring seamless operation and satisfaction for employer clients.
- Collaborated with clients to resolve policy issues, ensuring alignment with regulatory standards and improving customer satisfaction.
- Ensured compliance with relevant regulations, providing detailed reporting and documentation to maintain adherence to industry standards.
- Supported clients in navigating complex policy processes, offering personalized support and optimizing customer experience.
- Analyzed monthly agent progress reports, resulting in a 20% improvement in individual performance through targeted coaching and feedback.
- Authored and implemented departmental policies, procedures, and workflows resulting in operational efficiency and compliance with organizational standards.
- Spearheaded Transition from Word/Excel to Report Center. Led the migration to Report Center, saving over 40 hours of work per month through improved efficiency and streamlined reporting processes.
Education
Northampton Community College
Bethlehem, PA 09.2010 - 08.2011
Skills
CRM / Software
Onboarding
Project Management / Change Management
Benefit Administration
Performance Tracking
Process Building / Improvement
Compliance Handling
People Leadership
Client Advocacy
Training and Program Development
Escalations and Conflict Resolution
Certification
Salesforce Certified Associate
Accomplishments
- Double Star Ranger- Salesforce
- Impact Trailblazer FY25- Salesforce
- Star Award Nominee (Exceptional contributions to the organization)- WageWorks
- Accelerate Graduate FY 25- Salesforce
Timeline
Salesforce Certified Advanced Administrator
11-2024
Salesforce Certified Marketing Associate
06-2024
Salesforce Cretified Administrator
12-2023
Salesforce Certified AI Associate
09-2023
Salesforce Certified Associate
04-2023
Signature Success Customer Onboarding
Salesforce
02.2021 - Current
Implementation Manager
Interlink Health Services
09.2019 - 02.2021
Lead Program Coordinator
Interlink Health Services
10.2018 - 09.2019
Lean Six Sigma CSSC
06-2016
Account Service Supervisor
WageWorks
12.2014 - 10.2018
Northampton Community College
09.2010 - 08.2011
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