Years of Professional Experience
Melissa Isacoff
Greater Boston Area
Summary
Wealth of experience and success in Implementations and Account Management as well as Product and Project Management in various industries. A proven track record in successfully executing complex software and equipment implementations, overseeing all phases of onboarding and educational training initiatives, and managing product configuring and every facet of customer acquisition, retention and customer success.
Overview
25
25
Work History
Director of Implementation
Fident Health (formerly Telehealth Solution)
05.2021 - 09.2023
- Championed new software and medical equipment systems to clients and all medical staff in Post-Acute and Acute settings
- Partnered with client leadership, directors, clinical leaders and internal leaders to ensure consistent communication and successful timeline milestones
- Successfully managed day-to-day client relationships, ensuring highest levels of satisfaction and delivering on clients' objectives
- Addressed issues with all client corporation leadership, partners and facilities level staff providing full onboarding, account management and technical support 24/7/365; traveled >45% on-site to clients
- Led all aspects of implementation, providing strategic counsel, and overseeing account administrative requirements
- Managed >300 Post-Acute and Acute facilities, consistently engaging and working on utilization
- Successfully engaged in strategic upselling within the SaaS sales process and transitioning additional buildings to our service
- Successfully executed technology-based projects, including EMR integration
- Analyzed use of product to report on progress toward key metrics and individual utilization goals
- Produced detailed reports and metrics for decision-making
- Managed product features and implementation optimization
- Guided feature prioritization, product releases, and customer engagement through collaboration with teams, clients, and partners
- Offered continued technical coaching and mentoring, contributing to team growth and development
- Analyzed existing technologies and proposed improvements to enhance efficiency and effectiveness
Director of Project Management
Botnick 5 Ventures, Campus Division
01.2020 - 05.2021
- Created and monitored project implementation plans
- Led project teams in design and launch activities
- Collaborated with cross-functional teams, aligning project objectives with enterprise-level goals and priorities
- Successfully increased visibility and reputation, resulting in improved brand recognition and market share
- Developed product roadmap and prioritized initiatives in collaboration with technology and business leadership
- Supervised marketing, design, development, and customer success personnel (team of 7)
- Drove marketing and communication strategies
- Developed and executed brand awareness and business development plans
- Established and administered SOWs and budgets
- Engaged prospects and customers through events, onsite marketing and industry trade shows
VP of Account Management, Project Management
Inspiring Designs
09.2007 - 08.2019
- Assisted customers with implementation onboarding and product setup
- Created and monitored contracts, SOWs, and service level agreements
- Finalized project financial records for clients
- Recruited, managed and hired third party contractors
- Directed off-site team design and transition
- Oversaw a large portfolio of projects for fortune 500 client companies
- Collaborated with various teams and stakeholders
- Developed creative presentations and marketing collateral
- Managed budget allocation and resource utilization
- Developed account management planning strategies
- Demonstrated products to potential customers
- Investigated and integrated new strategies
- Optimized business development strategies
- Captured new customers through marketing
Senior Quality Assurance Engineer
Elliot Health Systems
08.2002 - 09.2007
- Managed EMR and EPIC software implementations and educational courses and trainings
- Collaborated with all levels of the organization
- Traveled to different clinical sites for training
- Proposed development and testing improvements
- Gathered data on integration issues
- Conducted ongoing sessions to educate employees
- Processed monthly reports and provided ROI reviews
- Produced and maintained technical documentation
- Trained and guided team members while collaborated closely with all clinical staff
- Spearheaded and implemented new projects; oversaw internal and external projects
- Defined testing protocols and quality assurance initiatives
- Trained and guided onsite and offsite team members in quality assurance standards, policies and procedures.
Education
Bachelor of Science - Business Administration And Management
Southern NH University (SNHU)
New HampshireTimeline
Director of Implementation
Fident Health (formerly Telehealth Solution)
05.2021 - 09.2023
Director of Project Management
Botnick 5 Ventures, Campus Division
01.2020 - 05.2021
VP of Account Management, Project Management
Inspiring Designs
09.2007 - 08.2019
Senior Quality Assurance Engineer
Elliot Health Systems
08.2002 - 09.2007
Bachelor of Science - Business Administration And Management
Southern NH University (SNHU)
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