Mary Springer

• Developed long-term relationships with assigned customers at all levels, including key stakeholders and executives. Provided consistent, timely, and effective support between customers and addressed issues raised by clients or CliniComp support teams, ensuring satisfactory resolution.
• Demonstrated commitment to customer service by guiding customers in strategic use of CliniComp products, including EHR software, data acquisition devices, and fetal monitoring displays.
• Developed and maintained relationship with customers, including relationships with client leadership at the C-Suite level, identifying clinical champions, and system advocates
• Delivered solutions on time and aligned with customer needs and objectives.
• Coordinated site visits and collaborated with Clinical Analysts to develop strategic sites that showcased the software and enhanced workflow for nurses and providers.
• Identified growth opportunities within assigned customer base and generated quotes for new requirements or expansion opportunities
• Investigated, escalated and resolved issues related to Quality Assurance, System Change Requests, usability, technical support, device integration and coordination with business partners on related matters
• Supported upgrade activities, including but not limited to: Assist in preparing, scheduling, coordinating, pre/post conference calls, on-site support, problem resolution, status meetings, identifying lessons-learned, documenting, and communicating and meeting with site management.
• Monitored and managed site-specific and/or relevant service tickets
• Problem identification and resolution skills at a strategic and functional level.
• Strategic thinker with ability to translate strategic plan into a practical operational plan.
• Proficient with computerized data processing, including but not limited to Excel, Microsoft Office, and other software as needed.
• Coordinated cross-functional teams to resolve implementation issues, product gaps, and support escalations quickly.

• UNIX configurations in live environments to CliniComp software per requests through customers, upgrades or interface changes.
• Tested software updates, identified defects, and coordinated resolution with technical teams.
• Troubleshot interface issues, data discrepancies, and access problems across clinical systems.
• Streamlined support processes by standardizing issue tracking, escalation, and follow-up procedures.
• Enhanced system efficiency by identifying and resolving complex technical issues.
• Provided expert technical support, reducing system downtime and minimizing disruptions to daily operations.
• Trained new hires on company-specific software tools, ensuring seamless integration into the team''s workflow.
• Created detailed documentation for both internal reference and client-facing presentations, improving communication between stakeholders.
• Collaborated with cross-functional teams to gather user feedback and incorporate it into system enhancements.
• Documented all system changes meticulously, ensuring knowledge was preserved for future reference.
• Provided critical support during system outages, minimizing downtime and business impact.
• Supported healthcare applications through issue triage, root-cause analysis, and coordinated resolution with technical teams.