Maureen Kamanga
Grovetown,GA
Summary
Customer Success professional with 7 years of experience in enhancing client retention and driving revenue growth in healthcare and B2B SaaS. Managed client lifecycles, achieved multi-year renewals, and maintained customer satisfaction above 90%. Led cross-functional teams to translate complex requirements into actionable solutions and optimize workflows.
Overview
11
11
years of professional experience
Work History
Clinical Solutions Specialist
IKS Health
Raleigh, North Carolina
01.2019 - Current
- Spearheaded workflow optimization initiatives, enhancing system efficiency by 15% and reducing operational errors by 25%.
- Collaborated with IT and product engineering to translate client feedback into technical roadmaps, resulting in three feature enhancements.
- Authored standardized user guides and training materials for over 50 internal and client team members, reducing onboarding time by 30%.
- Ensured compliance with data security and HIPAA protocols, protecting client trust and mitigating potential risks.
Customer Success Manager (Healthcare Operations)
ScribeAmericaLLC
Augusta, Georgia
11.2016 - 07.2018
- Strengthened client relationships for healthcare accounts, securing multi-year renewals by delivering consistent value and responsive support.
- Redesigned operational workflows, boosting process accuracy by 30% and generating $200k+ in revenue.
- Designed training programs for client teams, ensuring operational compliance and reducing incidents by 40% through effective training.
- Resolved complex client issues as escalation point, attaining 95% resolution rate within SLA and enhancing client satisfaction.
Technical Support
TaxSlayer Pro
Evans, Georgia
10.2015 - 08.2016
- Collaborated with engineering to resolve 85% of complex technical issues on first contact, enhancing customer satisfaction scores above 90%.
- Delivered software demonstrations to 200+ B2B clients, increasing premium feature uptake by 15%.
- Sourced and synthesized user feedback into 20 actionable product improvement requests, prioritizing five for implementation.
Education
Bachelor of Science - Psychology
University of Georgia
GASkills
- Client Lifecycle Management – Onboarding Adoption Retention Renewals Expansion
- Revenue Growth – Upsell/Cross-Sell Churn Reduction Contract Negotiation
- Strategic Partnership – C-Suite Engagement Value Realization QBRs ROI Demonstrations
- Clinical Workflow Optimization
- Cross-Functional Leadership – Product Feedback Loop Engineering Collaboration Change Management
- Operational Excellence – Workflow Redesign KPI Tracking Process Improvement
- Technical Proficiency – Spreadsheet Analytics CRM Tools Data-Driven Reporting
Timeline
Clinical Solutions Specialist
IKS Health
01.2019 - Current
Customer Success Manager (Healthcare Operations)
ScribeAmericaLLC
11.2016 - 07.2018
Technical Support
TaxSlayer Pro
10.2015 - 08.2016
Bachelor of Science - Psychology
University of Georgia