Sha-Ron L. Hadley
Client Concierge Manager / Implementation Manager
Royse City
Summary
Client Concierge Manager leading an enterprise healthcare success team supporting strategic accounts. Directs an 8+ person team, handles executive escalations, and uses customer health metrics, KPIs, and SLAs to improve retention and product adoption. Builds playbooks, runs QBRs, and partners across Product, Engineering, Sales, Training, and Support to strengthen client outcomes.
Overview
18
18
years of professional experience
Work History
Client Concierge Manager
Axxess
12.2022 - Current
- Led Client Concierge team supporting enterprise and strategic healthcare organizations, enhancing service delivery.
- Serve as executive escalation point for strategic and enterprise accounts.
- Develop customer success strategies improving retention, product adoption, and satisfaction.
- Developed customer success strategies that increased retention, product adoption, and satisfaction.
- Manage and develop a team of 8+ professionals, cultivating future leaders.
- Partner cross-functionally with Account Management, Product, Engineering, Sales, Professional Services, Training, and Support.
- Analyze customer health metrics, KPIs, SLAs, and BI insights to identify growth opportunities.
- Built operational playbooks, workflows, and SOPs to streamline processes and ensure consistency.
- Lead continuous improvement initiatives enhancing customer experience and operational efficiency.
Implementation Manager
Axxess
01.2020 - 12.2022
- Led implementation of software solutions, enhancing operational efficiency across multiple departments.
- Managed project timelines and deliverables, ensuring adherence to client requirements and quality standards.
- Collaborated with cross-functional teams to optimize workflow processes and streamline system integrations.
- Developed comprehensive training materials for end-users, facilitating seamless adoption of new technologies.
- Coordinated with stakeholders to align project goals with organizational objectives, fostering strong partnerships.
- Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
- Established effective communication channels between internal teams and external clients to facilitate smooth project execution.
- Led technology roadmapping, conducting research, development, and installation according to deployment specifications.
Director of Client Experience & Implementation
Axxess
02.2016 - 12.2019
- Directed Client Experience and Implementation teams to execute successful enterprise EMR implementations, enhancing client satisfaction.
- Established departmental KPIs and performance dashboards to provide clear insights into team performance and drive accountability.
- Collaborated with executive leadership to align implementation strategy with company goals.
- Led organizational process improvement initiatives.
- Established departmental KPIs, reporting frameworks, and performance dashboards.
- Developed leadership talent and enhanced team capabilities through targeted coaching and mentorship.
- Analyzed market trends to inform strategic planning and identify growth opportunities within the organization.
- Led cross-functional teams to enhance operational efficiency and drive strategic initiatives.
- Established key performance indicators to monitor progress and guide decision-making for long-term success initiatives.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
Client Success Supervisor / Client Success Manager / Client Success Representative
Axxess
01.2013 - 01.2016
- Promoted through demonstrated performance, leadership, and tangible contributions.
Clinical Manager
Jordan Health Services (CareQuest)
05.2010 - 12.2012
- Directed daily operations for home health clinical teams supporting multiple patients.
- Supervised nursing and administrative staff ensuring regulatory compliance.
- Managed clinical documentation, audits, staffing, scheduling, and care coordination.
- Partnered with executive leadership to achieve census and admissions goals.
Scheduling & Intake Coordinator
Jordan Health Services (CareQuest)
04.2008 - 05.2010
- Coordinated patient referrals, insurance verification, and intake operations.
- Managed provider scheduling and ensured continuity of care.
- Maintained medical records and regulatory compliance.
Education
Licensed Vocational Nurse (LVN) -
Holmes College
Goodman, MississippiSkills
- Client Success Strategy
- Executive Relationship Management
- Customer Experience & Retention
- Project Management & Change Management
- Team Development & Coaching
- Implementation governance
- Process improvement
- SOP development
- Customer health analysis
- Executive business reviews
- Resource planning
- Change readiness assessment
- Healthcare compliance audits
- Net revenue retention
- Expansion pipeline management
Disclaimer
Referrals available upon request.
Timeline
Client Concierge Manager
Axxess
12.2022 - Current
Implementation Manager
Axxess
01.2020 - 12.2022
Director of Client Experience & Implementation
Axxess
02.2016 - 12.2019
Client Success Supervisor / Client Success Manager / Client Success Representative
Axxess
01.2013 - 01.2016
Clinical Manager
Jordan Health Services (CareQuest)
05.2010 - 12.2012
Scheduling & Intake Coordinator
Jordan Health Services (CareQuest)
04.2008 - 05.2010
Licensed Vocational Nurse (LVN) -
Holmes College