Sara Herr
Sun Prairie,WI
Summary
Customer Success Manager excels at building & cultivating a positive workplace culture and high-performing teams. Demonstrated success in Healthcare IT and Payment technology with strengths including product adoption, customer retention,software integration, and data and analytics.
Overview
22
22
years of professional experience
Work History
Customer Success Manager
Change Healthcare/Optum
11.2018 - Current
- Managed portfolio of sophisticated customer base through proactive outreach and ensuring a positive customer experience
- Assisted in building out new internal team framework, establishing goals, and process improvements.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Developed comprehensive training materials that facilitated faster customer proficiency with the product.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Established performance metrics to evaluate team success, driving continuous improvement in service delivery.
- Leveraged data-driven insights to develop targeted strategies for enhancing overall client engagement levels.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Relationship Manager
Wind River Financial
01.2011 - 01.2018
- Assisted more than 1200 clients with their payment processing needs
- Educated clients on industry rules and regulations and assisted clients in becoming PCI compliant
- Increased retention rate of portfolio by greater than 93% by providing proactive, client-focused support.
Fraud Detection Supervisor
FIS
01.2002 - 01.2011
- Managed a team of up to 18 individuals
- Analyzed fraud trends and built fraud detection rules
- Mitigated fraud loss to banks and reduced the number of fraud accounts detected/blocked.
Education
Studied Public Relations -
University of Wisconsin
Madison, WISkills
- Creative Leader
- Team Building
- Client Retention
- Consultative Sales
- Project Management
- Regulations & Compliance
- Software Integration
- Process Improvement
- Client Relations
- Customer Account Management
- Customer Relationship Building
- Strategic Planning
- Customer Retention
- Training and Mentoring
- Client Service Optimization
- Proficient in Slack, Wrike, Trello, Microsoft Office, Salesforce, Confluence, Jira, Goldmine, Smart Sheet
Websites
Timeline
Customer Success Manager
Change Healthcare/Optum
11.2018 - Current
Relationship Manager
Wind River Financial
01.2011 - 01.2018
Fraud Detection Supervisor
FIS
01.2002 - 01.2011
Studied Public Relations -
University of Wisconsin
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