Hi, I’m
Sean Flynn
Cincinnati,OH
Summary
Driven Customer Success Manager with over 18 years of experience in the Health Information sector. Proven success in driving customer engagement and increasing revenue in a SaaS environment. Adept at building strong relationships, understanding and achieving customer business goals, and ensuring customer satisfaction. Skilled in managing projects from conception to implementation and collaborating cross-functionally to deliver outstanding customer experiences.
Overview
27
years of professional experience
Work History
The Health Collaborative
Senior Account Manager
07.2004 - 10.2024
Job overview
- Proactively built and maintained relationships with clinical customers, driving engagement and satisfaction across hospitals, health plans, specialty groups, and small provider practices
- Achieved significant sales growth by exceeding goals for new and existing customers: 18% increase in 2022, 115% in 2021, and 40% in 2020
- Led expansion of operations and product lines, connecting new entities to the health exchange and increasing client base
- Developed innovative solutions tailored to customers' use cases, enhancing product offerings and meeting diverse needs
- Provided expert consultation and customized training to uncover needs and match available solutions, ensuring customer proficiency and satisfaction
- Managed the entire contract process, from drafting to negotiation, and facilitated smooth project transitions with internal teams
- Acted as a liaison between customers and technical teams, driving engagement and satisfaction
- Implemented best practices for customer training, engagement, and use case optimization, improving overall customer experience.
Central Business Group
Sales Representative
05.2003 - 06.2004
Job overview
- Expanded customer base and fostered existing customer relationships
- Exceeded quarterly sales goals
- Demonstrated product features to align with customer needs
- Answered product questions through extensive knowledge of sales and promotions.
Humana
Instructional Designer
08.2000 - 05.2003
Job overview
- Developed curriculum and learning materials to increase comprehension of customer-based self-service portal
- Implemented and presented employee training programs to improve performance and productivity
- Built and updated evaluation and survey tools to monitor and improve the effectiveness of learning courses
- Participated with corporate management teams in selecting learning management tools.
Virginia Tech University
Instructional Designer and Multimedia Manager
06.1997 - 08.2000
Job overview
- Managed the User Support team at Software Technologies Laboratory (STL)
- Maintained the Unix based STL homepage
- Tested usability and functionality of in-house developed software to meet customer expectations
- Conducted needs assessment with customers to define training needs
- Created user support materials to include help files, user manuals, and computer-based training modules.
Education
Virginia TechBlacksburg, VA
Master of Science from Education Instructional Design
Plymouth State CollegePlymouth, NH
Bachelor of Science from Geography
Skills
- Customer Success Management
- Relationship Building
- Communication
- Empathetic and Self Motivated
- Project Management
- Team Building
- Business Development
- Health Care Interoperability
- Salesforce CRM
- Product Innovation and Training
Training
- Biannual HIPAA and Privacy Training
- Diversity Equity and Inclusion Committee
- HIMSS OHIO Member
- CIVITAS Tech Ops Committee
- RAIN Selling Seminar
Volunteer Cincinnati VA
Engaged with patients at
Timeline
Senior Account Manager
The Health Collaborative
07.2004 - 10.2024
Sales Representative
Central Business Group
05.2003 - 06.2004
Instructional Designer
Humana
08.2000 - 05.2003
Instructional Designer and Multimedia Manager
Virginia Tech University
06.1997 - 08.2000
Virginia Tech
Master of Science from Education Instructional Design
Plymouth State College
Bachelor of Science from Geography
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