Rachelle Castro
American Canyon,CA
Summary
I am a results-driven, organized and highly self-motivated Account Manager with over 15+ years of relevant work experience in a fast growing technology environment. Currently, I work with large practices and clinics as a Senior Client Success Manager, helping retain and grow businesses.
Overview
11
11
years of professional experience
Work History
Senior Customer Success Manager
Allscripts
02.2024 - Current
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
- Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
- Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
- Improved internal knowledge-sharing capabilities through collaboration tools implementation.
Senior Client Advocate
Practice Fusion
01.2019 - Current
- Establish, maintain, and grow relationships with portfolio of accounts through active engagement, personable interactions and efficient service deliveryHost product optimization workshops (webinars) and personalize interactions with clients for EHR and PM solutions
- Manage and facilitate interactions from post implementation and build relationships to orchestrate effective sales and delivery of value-added solutions
- Define and implement new ways to grow and retain customers
- Drive customer interaction with base users post sales to help drive adoption and utilization of revenue driving features (eRx, labs, imaging, and 3rd party partners)
- Retain strategic practices post implementation and produce long term loyal customers
- Understand client needs and objectives to uncover upsell and renewal opportunities
- Work with cross-functional departments to develop customer programs, materials, processes and best practices to ensure successful implementation of revenue driving features
- Build strong domain expertise within the product and industry
- Troubleshoot internal, cross-organizational issues while serving as an advocate for customers
- Develop and evolve sales strategy, positioning and objection management
- Meet and exceed weekly, monthly and quarterly performance goals and objectives
Senior Account Manager
Certona
10.2016 - 01.2019
- Develop, nurture, and monitor effective communication channels with clients and internal teams to support Client and internal goals
- Create, execute and oversee action plans to track client activities and projects and ensure engagement by appropriate parties through completion
- Prepare and present business reviews (QBRs)
- Drive clients to adopt best practices and strategies that will improve Recommendation results
- Manage renewal process and support sales
- Capture service requests and deliver quotes via the Statement of Work process
- Promote new services and collaborate with sales partners
- Handle daily support requests and triage any issues to a timely resolution
- Utilization of web developer tools and understanding of CSS, HTML, JavaScript, JSON, Web Services
- Support post-sales initiatives, gather testimonials and acquire key executive sponsorships
Client Support Specialist
Certona
10.2015 - 10.2016
- Administrative support for critical calls (notes, action items with responsible parties and observations)
- Console support – rule/strategy setup/custom lists/exclusion lists
- Administrative assistance with projects, via AM assigned tasks, as needed (QBR's/SOW/Case Studies)
- Monitor Assigned Clients for Changes in Performance
- Administrative Support for Client Testing Activities
- Escalate concerns to AM/X-Ops if results do not meet expectations
- Communicate Testing status updates to Account Team
- Administrative Support for the ticket process, including daily support requests, and pre-ticket entry triage
- Troubleshoot Performance and Feed Alert Notices
- Create and Distribute Maintenance & Release Notifications to Clients
Client Services Manager - Northeast Region
SmartZip
07.2015 - 10.2015
- Hiring and retaining a group of Account Managers
- Working with the sales organization to ensure customer retention
- Developing plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations
- Developing programs focused on enhancing SmartZip products in conjunction with client's existing marketing strategies
- Monitoring and facilitating the client's adoption of our solution's features and functionality
- Leveraging customer relationships as needed for prospect references
- Prioritizing and driving resolution on escalated customer issues
- Defining customer strategies for pre-defined territories
- Driving key initiatives and behaviors amongst team
- Managing executive, mid-level, and project relationships among a diverse set of customers
Senior Account Manager
SmartZip
11.2013 - 07.2015
- Leverage comprehensive understanding of SmartZip products and platform to provide relevant adoption and technical recommendations on solutions and enhancements customized to customers' business needs
- Work with the customers to ensure they are leveraging the solution and achieving success and engaging fee-based resources as necessary
- Onboard customers to ensure maximum usage of products
- Monitor and identify trends in SmartZip adoption and utilization and provide guidance to customers
- Provide timely account or issue executive summary status reporting both to customers and management
- Identify and grow opportunities within territory and collaborate with sales teams to ensure growth attainment
- Identify and assess renewal risks for customers' campaigns and collaborate with internal teams to ameliorate
- Assist with high severity request or issue escalations as needed
Education
Project Management Certification - Project Management
U.C. Berkeley Extension Program
Berkeley, CA06.2023
Bachelor of Arts - Broadcasting Journalism
San Francisco State University
San Francisco, CA06.2004
Skills
- Upselling strategies
- Relationship management
- Customer advocacy
- Data-driven decision making
- Revenue growth
- Account management
- Process improvement
- Teamwork and collaboration
- Salesforce proficiency
- Strategic communications
- Customer retention
- Strategic planning
- Negotiation
- Cross-functional coordination
Timeline
Senior Customer Success Manager
Allscripts
02.2024 - Current
Senior Client Advocate
Practice Fusion
01.2019 - Current
Senior Account Manager
Certona
10.2016 - 01.2019
Client Support Specialist
Certona
10.2015 - 10.2016
Client Services Manager - Northeast Region
SmartZip
07.2015 - 10.2015
Senior Account Manager
SmartZip
11.2013 - 07.2015
Bachelor of Arts - Broadcasting Journalism
San Francisco State University
Project Management Certification - Project Management
U.C. Berkeley Extension Program
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