Molly McGovern
Senior Customer Success Manager
Palatine,IL
Summary
Accomplished and enthusiastic Client Success and Project Manager with a strong track record in computer software and healthcare. Expertise in delivering top-tier customer care, strategic account management, sales acceleration, leadership in training programs, fostering cross- functional collaboration, identifying growth opportunities, and directing software implementation. Recognized for exceptional organizational skills and meticulous attention to detail.
Overview
16
16
years of professional experience
Work History
Enterprise Success Manager
Vim
05.2022 - 09.2023
- Lead creative strategies that supported customer growth and net revenue retention for a book of business among insurance payer partners exceeding $5MM ARR, while ensuring an excellent customer experience journey. Presented findings and insights in quarterly business review presentations to stakeholders, resulting in actionable strategies and a strengthened client relationship.
- Demonstrated outstanding account-level performance by boosting provider adoption of point-of-care applications and content while delivering a substantial return on investment for commercial business partners.
- Utilized data metrics to enhance customer engagement and foster valuable partnerships, leading to upsell opportunities with a growth rate exceeding 45%.
Key Account Manager
Vim
05.2022 - 05.2023
- Successfully orchestrated activation and implementation of a complex electronic health record interoperability platform for 100+ national physician groups, while also serving as the primary point of contact.
- Acted as the key liaison for optimizing existing software workflows, leading to an outstanding 50% reduction in customer churn within just 12 months.
- Promoted to Enterprise Success Manager within 12 months for exceeding stakeholder expectations amid a 25% workforce reduction.
Client Success Executive
Complia Health
07.2021 - 05.2022
- Successfully cultivated, managed and nurtured relationships with the top 10 of 30 clients, contributing to a 15% increase in revenue and leading to a 25% increase in client satisfaction scores.
- Swiftly and efficiently handled all client complaints, identified creative solutions, and held other departments accountable to ensure clients experienced a positive client-company relationship.
- Exceeded sales quotas and expectations by negotiating contracts, researching client behaviors, and identifying new opportunities within the existing client base, resulting in consistent achievement of sales targets by 20%.
Key Account Manager
iRhythm Technologies, Inc.
10.2019 - 07.2021
- Established primary point of contact for 20-30 strategic health systems, partnering with iRhythm's sales organization to implement continuous cardiac monitoring solutions.
- Proficiently monitored and communicated key performance metrics across accounts including asset management, clinical effectiveness and workflow efficiency.
- Achieved an exceptional 98% success rate in onboarding and supporting accounts, enhancing customer satisfaction, and acted as a vital link to internal iRhythm stakeholders for issue resolution.
Senior Account Manager
Allscripts
04.2015 - 09.2019
- Demonstrated exceptional account management skills by efficiently providing advanced technical support to 35-40 high-profile health systems utilizing a web-based healthcare care management software application.
- Sustained and enhanced relationships while fostering in-depth product understanding across the organization, facilitating seamless multi-directional account management and contributing to a 25% increase in client retention.
- Collaborated closely with internal teams to identify and address client needs, resulting in the successful implementation of tailored solutions and a 15% increase in upsell opportunities, further solidifying client relationships and revenue growth.
Project Management Specialist
Allscripts
07.2007 - 04.2015
- Successfully acquired and maintained a comprehensive knowledge base encompassing dynamic software system configurations for new health system projects, resulting in a 30% reduction in project implementation time and a 15% increase in client satisfaction.
- Managed cross-functional project teams, coordinating resources and timelines to ensure successful implementation of Healthcare IT software solutions, while exceeding stakeholder expectations.
- Maintained a comprehensive knowledge base of a continually evolving Healthcare IT software solution, consistently staying up to date with a 99% accuracy rate in keeping pace with industry advancements.
Education
Bachelor of Science - Elementary Education
The University of Iowa
Iowa City, IASkills
- Interdepartmental Collaboration
- Operational Efficiency
- Strategic Communication
- Originality and Creativity
- Adaptable to Changing Demands
- Problem Anticipation and Resolution
- Client Service Optimization
- Customer Service and Assistance
Websites
Timeline
Key Account Manager
Vim
05.2022 - 05.2023
Enterprise Success Manager
Vim
05.2022 - 09.2023
Client Success Executive
Complia Health
07.2021 - 05.2022
Key Account Manager
iRhythm Technologies, Inc.
10.2019 - 07.2021
Senior Account Manager
Allscripts
04.2015 - 09.2019
Project Management Specialist
Allscripts
07.2007 - 04.2015
Bachelor of Science - Elementary Education
The University of Iowa
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