Summary
Overview
Work History
Education
Skills
Websites
Special Projects Awards
Accomplishments
Timeline
Generic

NATALIE HECK

Cedar Lake,IN

Summary

Highly skilled, results-driven Associate Director with background in strategic planning, team leadership, and project management. Strengths lie in communication, problem-solving and negotiation skills that foster strong relationships and drive operational success. Previous work has resulted in streamlined processes, improved productivity, and enhanced employee engagement.

Overview

14
14
years of professional experience

Work History

Associate Director Customer Success

Kalderos
01.2023 - Current
  • Implemented a new customer success team for large mid-market and key accounts featuring a tiered service model, scaling the customer onboarding process through creation of SOPs and process improvements; Reduced customer onboarding time by 50%.
  • Individually trained and mentored all new members, supporting renewals, QBRs/EBRs.
  • Lead project and customer success manager for the most strategic enterprise house accounts.
  • Support core business renewals by establishing short and long-term strategies with a focus on growth.
  • Support customer-facing pre-sales conversations, tool demonstrations, value add discussions, and process-related initiatives.
  • Work closely with product, engineering, and data management to ensure processes and workflow are documented and shared with appropriate stakeholders.
  • Work with senior leadership to hone Customer Success KPI’s year over year with a focus on client retention, renewals and invoice capabilities.
  • Development playbooks, SOPs, and KPIs for new products and solutions.

Customer Success Manager

Kalderos
02.2022 - 01.2023
  • Lead the onboarding and maintenance of business of multiple various sized accounts (small, mid-sized and enterprise) simultaneously.
  • Facilitate quarterly business reviews with C-suite executives, providing strategic insights and fostering strong working relationships built on transparency and trust.
  • Demonstrate proficiency in troubleshooting and resolving issues, utilizing data analysis for accurate and prompt solutions.
  • Actively serve as a mentor within the Customer Success team, leveraging extensive industry expertise and leadership skills to guide team members, instill best practices, and cultivate a culture of continuous learning.
  • Identify and build greater efficiency and effectiveness into critical customer success execution activities.
  • Heavy emphasis on data analyzation, creation of strategic business plans, and troubleshoot issues.

Customer Success Manager, Implementations

Wolters Kluwer Health
09.2019 - 02.2022
  • Responsible for managing two (2) separate teams within the Operations department, varying KPIs, and customer responsibilities (technical and CS-focused).
  • Managed, onboarded, and mentored all members of the Customer Success team responsible for our IVR product engagement and patient adherence.
  • Lead the Systems Implementation team, supporting technical EMR integrations.
  • Collaborated closely with our voice team to produce new scripts aimed at driving patient engagement.
  • Created and tracked progress for the Customer Success team’s product roadmap.
  • Integrated customer needs into the Product and Engineering organization, fueling ongoing product enhancement and the development of innovative customer-centric solutions.
  • Conducted in-depth analyses of customer performance metrics, providing valuable insights through consultative business reviews to ensure clients maximized value of their investment.

Manager, Account Management

CVS Health
08.2014 - 09.2019
  • Manage team of thirteen (13) Sr. Account Managers and Account Managers with a primary focus on the coalition business unit; Lead Manager for the Employers Health Coalition; team book of business comprised of over 165 accounts totaling over $1.3B in spend for Coalition.
  • Increased Client Relationship Loyalty Survey (CRLS) score YOY for 5 years straight.
  • Revitalized the Account Management Q&A information sessions to foster participation across all locations, promoting personal and professional development for all Account Managers.
  • Created all-inclusive Account Team Service Resource Guide as an outline of service expectations, roles, responsibilities and guidance on issue resolution and escalation processes.
  • Revamped all SOP and Best Practice materials and processes as part of our Leader SharePoint site; Leader of Monthly Manager Meeting in Northbrook office to share best practices, create efficiencies within our site, etc.
  • Reduced number of customer issue cases beyond SLA by over 50% by instituting a daily case review call, resulting in greater client satisfaction.

Advisor, Strategic Proposal Management

CVS Health
10.2011 - 08.2014
  • Project Manager and proposal writer for multiple PBM proposals across various business segments including Employer, Government, Coalitions, MAPD, ADAP, Medicaid and Specialty.
  • Mentor to newer colleagues as part of our mentoring/training program.
  • Advisor daily activities include analyze client requirements with sales, analytics, underwriting and legal teams, moderate client strategy calls, populate and edit proposals, engage internal partners and SME’s to complete assignments and special requests, and support assignments with colleagues.
  • Engage internal partners to collaborate on the RFP process for customization.
  • Utilize Qvidian Library to populate RFP’s, prepare all follow up responses and iBids to log projects, create reports, RFP summaries, etc.
  • Contributed to over $1.75 billion in new business and renewals over 2 years as lead analyst.

Education

B.S. - Communication, Psychology

DePaul University
Chicago, IL

Skills

  • Customer onboarding
  • Project management
  • KPI development
  • SOP creation
  • Client retention
  • Quarterly business reviews
  • Strategic planning
  • Coaching and mentoring

Special Projects Awards

  • President’s Club, Kalderos, 2025
  • Manager of the Year, Account Management, CVS Health, 2017
  • MyStart Virtual trainer, 2019, standardized onboarding enterprise-wide initiative at CVS Health
  • Board Member, DRIVEN Colleague Resource Group (CRG), 2017 – 2019, Communication, Member Engagement

Accomplishments

· President’s Club, Kalderos 2025

· Leader of the Year, Account Management, CVS Health 2017

· MyStart Virtual trainer 2019 - standardized onboarding enterprise-wide initiative at CVS Health

· Board Member - DRIVEN Colleague Resource Group (CRG) chapter and National Chapter in both Communication and Member Engagement Roles (2017 – 2019)

Timeline

Associate Director Customer Success

Kalderos
01.2023 - Current

Customer Success Manager

Kalderos
02.2022 - 01.2023

Customer Success Manager, Implementations

Wolters Kluwer Health
09.2019 - 02.2022

Manager, Account Management

CVS Health
08.2014 - 09.2019

Advisor, Strategic Proposal Management

CVS Health
10.2011 - 08.2014

B.S. - Communication, Psychology

DePaul University

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