Megan Robbins
Montville,ME
Summary
Results-oriented Sr. Customer Success Manager with 7 years of experience driving client satisfaction and product adoption through relationship management, communication, and strategic planning. Skilled at identifying customer needs, collaborating with cross-functional teams, and implementing innovative solutions for business growth and retention. Strong analytical and problem-solving abilities. Passionate about building client relationships and coaching teammates.
Overview
8
8
years of professional experience
Work History
Enterprise Customer Success Manager, Sr. Associate
athenahealth
07.2022 - Current
- Provide value-based services focusing on "white glove" experience for MDVIP, one of athena's top 25 clients, with a portfolio of over 60 practices
- Build and maintain strong and lasting relationships with all key stakeholders within client organizations, and corporate driving client satisfaction
- Met monthly with MDVIP Corporate reviewing Quality performance data.
- Acted as Value-Based Care and Quality liaison among athena, MDVIP Corporate, and ACO Reach Vendors.
- Achieved 40% improvement in provider participation and client satisfaction by implementing a 4 month Quality Rally Program through collaborative effort with EHR team.
- Collaborated with diverse teams to initiate partnership with Vytalize and Honest Medical ACO Reach Programs.
- Navigated challenges such as the Change Healthcare cybersecurity incident and complex posting issues.
- Advised clients on how to best maximize their return from investments using our platform.
Small Group Customer Success Manager, Associate
athenahealth
02.2019 - 07.2022
- Successfully managed a diverse portfolio of over 60 medical practices.
- Delivered consultative advise for financial and clinical performance optimization using existing athenahealth products.
- Developed and sustained customer relationships.
- Presented service value aligned with customer business aims.
- Identified at-risk clients and collaborated to ensure revenue cycle management success.
- Drafted comprehensive client-facing document residing on the Customer Success Knowledge Portal.
Client Support Representative, Analyst
athenahealth
09.2017 - 02.2019
- Achieved comprehensive training in both clinical and collector categories for Jedi qualification.
- Resolved customer inquiries in a timely manner, exceeding service-level agreements.
- Analyzed customer issues to identify root cause and provided appropriate solutions.
- Documented all customer interactions in the company's database system.
- Ensured that all customer inquiries were responded to promptly and accurately by implementing the Case Captain Role.
- Worked closely with product development and quality assurance teams to serve as voice of customer (VOC) internally and drive resolution of issues.
Customer Service Sales Consultant
Camden National Bank
02.2017 - 08.2017
- Informed customers about new products or services available through the bank.
- Applied banking knowledge to boost after-market product sales.
- Prepared daily activity reports for management review.
- Assisted customers with deposits, withdrawals, transfers, and other banking transactions.
- Adhered to all applicable laws, regulations, policies, and procedures relating to financial services.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Lead my team by engaging in fun and rewarding team-building activities to boost employee morale and meet/exceed our company goals
Education
Business Management -
Eastern Maine Community College
Certified Mentor -
Athenahealth
Certified Customer Success Manager -
athenahealth
Skills
- Certified Customer Success Manager
- Mentoring
- Data Management
- Effective Issue Resolution
- Interdepartmental Collaboration
- Project Management
- Performance Optimization
- Effective Conflict Resolution
- Strategic Time Management
- Customer Retention
- Goal Setting and Achievement
Timeline
Enterprise Customer Success Manager, Sr. Associate
athenahealth
07.2022 - Current
Small Group Customer Success Manager, Associate
athenahealth
02.2019 - 07.2022
Client Support Representative, Analyst
athenahealth
09.2017 - 02.2019
Customer Service Sales Consultant
Camden National Bank
02.2017 - 08.2017
Business Management -
Eastern Maine Community College
Certified Mentor -
Athenahealth
Certified Customer Success Manager -
athenahealth
Similar Profiles
Shravani VadapurkarShravani Vadapurkar
User Experience Designer at AthenahealthUser Experience Designer at Athenahealth
Sanjay Rathinam MuruganSanjay Rathinam Murugan
API DEVELOPER SUPPORT at AthenahealthAPI DEVELOPER SUPPORT at Athenahealth
Alyssa IgoAlyssa Igo
Director of Product Management at AthenahealthDirector of Product Management at Athenahealth