Open To Work
LOLITA ORTIZ
Chicago,IL
Summary
Results-driven Customer Success Manager with extensive experience in the health tech industry, specializing in driving customer satisfaction, retention, and revenue growth. Proven expertise in onboarding clients, optimizing account management strategies, and delivering data-driven insights to enhance client outcomes. Adept at fostering long-term stakeholder relationships, aligning cross-functional teams, and implementing tailored engagement strategies to achieve measurable improvements in satisfaction and retention metrics. Recognized for streamlining processes, reducing churn, and achieving significant business impact in mission-driven organizations. Skilled in leveraging analytics and customer feedback to inform strategic decisions and drive operational excellence.
Overview
13
13
years of professional experience
Work History
Customer Success Manager
HealthEdge Software
01.2023 - 01.2024
- Drive customer success by guiding clients to effectively utilize HealthEdge Source features and services, ensuring maximum value and sustained business impact.
- Collaborate with clients to identify goals, develop strategies, and customize solutions that align HealthEdge offerings with their objectives.
- Build and maintain strong relationships with key stakeholders to understand client needs, advocate on their behalf, and promote longterm partnerships.
- Monitor client performance metrics, analyze data trends, and provide actionable insights to address challenges and improve outcomes.
- Built trust and rapport with stakeholders by addressing system errors and providing timely resolutions to 50% of escalated inquiries within 14 days, leading to improved customer retention.
- Leveraged data analytics and industry knowledge to deliver actionable recommendations, resulting in a 15% increase in customer efficiency and satisfaction metrics.
Customer Success Manager
Bamboo Health
01.2022 - 12.2022
- Enhanced client onboarding experiences by developing and implementing streamlined processes, ensuring seamless transitions and reduced time-to-value.
- Built strong client relationships by proactively addressing needs and delivering customized solutions, contributing to long-term partnerships.
- Optimized customer success metrics by aligning cross-functional teams and internal objectives, enhancing collaboration and goal achievement.
- Delivered data-driven insights and performance reports to clients, empowering them to make informed decisions and improve outcomes.
- Drove customer satisfaction and loyalty, achieving a 90% retention rate within six months through targeted engagement and support strategies.
- Increased annual revenue by $3M by formulating and executing stakeholder engagement strategies tailored to Health Plan clients.
Customer Success & Implementation Manager
Welkin Health
01.2020 - 12.2021
- Directed cross-functional teams to ensure seamless implementation of solutions, resulting in enhanced client satisfaction and retention.
- Collaborated with product and engineering teams to refine the product roadmap, aligning features with customer needs to enhance usability and adoption.
- Delivered strategic insights to executive leadership, enabling data-informed decisions that aligned with client goals and business objectives.
- Cultivated and maintained strong client relationships, achieving a 20% increase in renewal rates through tailored customer success strategies.
- Implemented process improvements based on customer feedback, driving a 10% boost in retention rates within nine months.
- Designed and executed customer onboarding programs that reduced time-to-value by 30%, increasing overall client satisfaction.
- Conducted data-driven analyses to identify trends and opportunities for proactive customer engagement, minimizing churn rates by 15%.
Customer Success Manager
HealthJoy
Chicago, Remote
01.2018 - 12.2019
- Led the design and execution of tailored customer success strategies, enhancing satisfaction and retention rates across a diverse client portfolio.
- Organized and facilitated monthly webinars to drive product adoption, strengthen client engagement, and address user feedback.
- Mentored and trained new Customer Success team members, cultivating a collaborative and high-performing team culture.
- Built and maintained strategic relationships with key stakeholders, ensuring alignment with client goals and company objectives.
- Delivered comprehensive onboarding experiences for 60+ new clients, achieving a 90% utilization rate within two quarters.
- Actively monitored client health metrics and proactively addressed potential challenges, reducing churn by 25%.
- Streamlined account management processes, enhancing service delivery efficiency for 85 small business clients.
Customer Success Manager
Willis Towers Watson - Extend Health
, Remote
01.2016 - 12.2017
- Delivered tailored Medicare information to a portfolio of 25 clients, driving client satisfaction, retention, and referral growth.
- Executed detailed operational and financial data analyses, presenting actionable insights during Quarterly and Annual Business Reviews to inform strategic decision-making.
- Strengthened client relationships by implementing personalized engagement strategies, ensuring consistent alignment with client goals and expectations.
- Surpassed quarterly revenue targets by leveraging effective account management strategies, including tailored cross-selling initiatives.
- Improved client satisfaction scores by 18% through dedicated account growth efforts and proactive service delivery.
- Increased team productivity by introducing process improvements that enhanced operational efficiency.
Strategic Client Relationship Manager
Fitbug, Inc
London, Remote
01.2011 - 12.2016
- Directed high-impact product launches that elevated sales and solidified the company's competitive position in the digital coaching market.
- Delivered customized client solutions by analyzing diverse business needs, achieving measurable improvements in satisfaction scores.
- Developed actionable strategies based on data-driven insights to optimize client outcomes and increase user adoption of digital coaching services.
- Orchestrated end-to-end onboarding and training processes for 12 U.S. clients and partnerships, driving a 35% improvement in client retention and significant business growth.
- Increased 75% in retail market presence and 30% sales uplift by spearheading launch of Kiqplan and reinforcing Fitbug's leadership in digital coaching services.
- Managed strategic account portfolios to secure $500K in annual revenue growth while ensuring high levels of client satisfaction and retention.
- Negotiated contracts and statements of work (SOW), achieving 15% financial growth and fostering long-term client and partner engagement.
Education
Master of Business Administration - Healthcare Administration
Keller Graduate School of Management
ChicagoBachelor of Science - Advertising
University of Illinois
Urbana-ChampaignSkills
- Customer Retention Strategies
- Data-Driven Decision Making
- Customer Health Metrics Monitoring
- Churn Reduction
- Customer Success Metrics Optimization
- Performance Analysis & Reporting
- Team Training & Development
- Customer Advocacy
- Client Engagement & Onboarding
- Strategic Planning & Execution
- Upselling & Cross-selling Initiatives
- Key Account Management
- Product Roadmap Refinement
- Client Relationship Building
- Cross Functional Collaboration
- Project Management
- Stakeholder Engagement
- Contract & SOW Completion
- SaaS Software Implementation Management
- Health Benefits
- Healthcare Tech Start-Ups
- Building and maintaining strong client relationships
- Aligning client objectives with tailored solutions
- Analyzing performance metrics
- Delivering actionable insights
- Designing and executing onboarding processes
- Working with product, engineering, and leadership teams
- Streamlining workflows
- Improving service delivery efficiency
- JIRA
- Office & Google Suite
- Tableau
- Azure
- ServiceNow
- Salesforcecom
Work Preference
Job Search Status
Open to workWork Type
Full TimeContract WorkLocation Preference
RemoteSalary Range
$101000/yr - $200000/yrTimeline
Customer Success Manager
HealthEdge Software
01.2023 - 01.2024
Customer Success Manager
Bamboo Health
01.2022 - 12.2022
Customer Success & Implementation Manager
Welkin Health
01.2020 - 12.2021
Customer Success Manager
HealthJoy
01.2018 - 12.2019
Customer Success Manager
Willis Towers Watson - Extend Health
01.2016 - 12.2017
Strategic Client Relationship Manager
Fitbug, Inc
01.2011 - 12.2016
Master of Business Administration - Healthcare Administration
Keller Graduate School of Management
Bachelor of Science - Advertising
University of Illinois