Mary Ammer

• Established executive relationships with a customer base of hospitals and health systems
• Collaborated with sales, marketing, and management teams to develop solutions and accomplish shared revenue objectives for up-sell and cross-sell on $21M revenue base
• Determined customer needs by asking relevant questions and listening actively to responses
• Developed, updated and organized Salesforce and Gainsight databases to manage customer data
• Educated 900+ customer base about the brand to incite excitement about the company's mission and values
• Managed team of 7 client account executives

• Worked with enterprise health care system customers to understand requirements and provide exceptional implementation service with 95% Satisfaction rate
• Worked with technical resources to resolve installation problems, improve operations and provide exceptional customer service
• Deepened relationships simultaneously with 20 health system customers by developing and managing individualized solutions
• Oversaw installation of cloud-based software to meet client objectives for clients with revenue over $10M
• Collaborated with various departments to identify operational challenges and plan corrective actions

Provided executive leadership for all aspects of client success, implementations, training and support for a wholly-owned subsidiary of athenahealth. Served as a member of the executive team managing all aspects of the acquisition. Responsible for introductions of new features and functions to the client base and managing renewals. Acted as a liaison to the sales team for cross-sales and upsells.

• Managed client base of 250 physician group and health system customers valued at $14 million
• Developed a service model to achieve a high level of customer satisfaction (64 NPS)
• Established support, project management, and training functions
• Coordinated communication between technical groups
  Initiated process to evaluate all new product requests

Created a new enterprise implementation function for installing new products at athena's largest accounts.

• Hired and developed a high functioning team of project managers and associates
• Introduced new project management methodology which led to successful revenue recognition for implementations
• Established executive relationships with new clients through site visits, collaborations sessions, and scheduled reviews
• Coordinated efforts between various internal groups to bring 100% of projects to on-time delivery

• Focused teams on developing innovative and cutting-edge approaches at all levels with effective resource allocation and strategic planning
• Analyzed business needs while soliciting customer feedback for software and process improvements for customer base of 200+
• Utilized trends in healthcare marketplaces to create solutions and refine business strategies for $290M business unit
• Worked with team of engineers to develop use cases, new products and prototypes