MICHAEL HOVEN
Director Client Services
MOBILE,AL
Summary
Dedicated leader with progressive and extensive experience in creating value, growth, and serving customers. Collaborate cross-functionally to develop strategies, prioritize opportunities, and manage goals. Leverage market awareness, data, and metrics to drive strategic and tactical decision-making. Strong communicator skilled in aligning efforts through delegating, conflict resolution, and effective de-escalation. Team leader adept at conveying product's overall vision, managing and prioritizing product backlog, liaising between product and development teams, collecting feedback, and managing interdependencies. Develop product and initiatives while prioritizing.
Overview
19
19
years of professional experience
Work History
MANAGER
Computer Programs and System, Inc. (CPSI)
ASSISTANT MANAGER
Computer Programs and System, Inc. (CPSI)
SUPPORT REPRESENTATIVE
Computer Programs and System, Inc. (CPSI)
DIRECTOR CLIENT SERVICES - FINANCIAL APPLICATIONS
Computer Programs and System, Inc. (CPSI)
Mobile, AL
01.2013 - 07.2023
- Led and developed team of 9 people to provide top-quality support and implementations to 650+ clients for healthcare-focused company
- Oversaw HR functions, including interviewing, determining staffing needs, and mentoring managers on employee development
- Managed acquisitions and mergers and established plans of action to reach goals
- Developed financial applications in alignment with client needs
- Directed resolution of escalated customer issues and partnered with the management team to align customer service policies and systems with company objectives
- Assisted with regional and national user conferences and established curriculum for financial applications
- Developed and implemented vision statement for the support group that resulted in increase in client satisfaction and decrease in client escalations
- Analyzed incoming trends to establish effective support model that resulted in reduction in response time and increase in first call resolution
- Resolved 100% of escalated issues by collaborating with product development and support teams to identify and execute solutions
- Improved support portal functionality and product delivery process by implementing call surveys and adopting Agile development approach, resulting in increase in software usage and reduction in support tickets
- Boosted employee morale and performance by implementing strategic keywords and soft skills training in collaboration with Director of Clinical Operations, resulting in increase in employee satisfaction and improvement in employee performance metrics
- Turned around at-risk clients by making visits with sales teams and rebuilding relationships.
ASSISTANT DIRECTOR
Computer Programs and System, Inc. (CPSI)
01.2005 - 01.2013
- Oversaw team of 12 in providing customer support to clients utilizing company financial software
- Managed and maintained client relationships, identifying areas for service improvement, and collaborating with cross-functional teams to implement solutions
- Resolved issues promptly, ensuring timely delivery of software updates and training materials, and managing department budget
- Analyzed client feedback and market trends to inform product development decisions.
Education
Bachelor of Science - Finance
University of South Alabama
Skills
- Strategic Planning & Execution
- Profit & Loss Management
- Customer Experience Management
- Change Management
- Data Analysis & Interpretation
- Market Analysis & Research
- Budget Management & Forecasting
- Metrics & KPI
- Project Management
- Agile Methodology
- Roadmap Development & Implementation
- Risk Management & Mitigation
- Cross-Functional Team Leadership
- Product Backlog Management
- Stakeholder Management
- Customer Service Facilitation & Conflict Resolution
- Performance Management
- Product Lifecycle Management
- Policies & Procedures
- Competitive Analysis
- Product Marketing & Sales Enablement
- Coaching & Mentorship
- Process Improvements
Timeline
DIRECTOR CLIENT SERVICES - FINANCIAL APPLICATIONS
Computer Programs and System, Inc. (CPSI)
01.2013 - 07.2023
ASSISTANT DIRECTOR
Computer Programs and System, Inc. (CPSI)
01.2005 - 01.2013
Bachelor of Science - Finance
University of South Alabama
MANAGER
Computer Programs and System, Inc. (CPSI)
ASSISTANT MANAGER
Computer Programs and System, Inc. (CPSI)
SUPPORT REPRESENTATIVE
Computer Programs and System, Inc. (CPSI)
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