SHANICE FAISON
Houston,TX
Summary
Customer Success professional with expertise in SaaS and healthcare technology, specializing in customer onboarding, adoption, and retention in dynamic environments. Proven ability to leverage analytical skills and relationship management to deliver measurable value from digital platforms. Experienced in collaborating with cross-functional teams, documenting workflows, and translating user feedback into actionable insights that enhance product performance and customer satisfaction.
Overview
8
8
years of professional experience
Work History
Director
FH Innovations (FHI)
Houston, TX
12.2017 - Current
- Founded and led consulting firm recognized for delivering measurable outcomes for 25+ enterprise and hospitality partners.
- Achieved 600% revenue growth, 100% client satisfaction, and 60% cost reductions through strategic initiatives.
- Transformed customer feedback into actionable strategies that enhanced service delivery and strengthened partnerships.
- Developed customer lifecycle strategy to improve retention, streamline onboarding, and ensure sustained engagement for multi-location accounts.
- Designed performance dashboards and KPI reports to facilitate data-driven decision-making and proactive churn prevention.
- Created client enablement programs and digital documentation to enhance product utilization and customer proficiency.
- Collaborated with vendors, operations, and executives to align goals and optimize business outcomes.
- Delivered tailored training and engagement frameworks that increased loyalty and promoted lifetime account value.
Sales Executive
Cubed Solutions
Houston, TX
01.2022 - 01.2025
- Drove enterprise sales for EHR solutions, enhancing care outcomes for IDD (Intellectual Disability Disorder) providers and community organizations.
- Achieved recognition as a top 1% performer with the President’s Club, Million Dollar Club, and Quarter Eagle Award.
- Increased territory revenue by 20% while entering five new markets through customized B2B SaaS strategies.
- Conducted over 150 provider training sessions, resulting in 90% reduction in tickets and 30% improvement in data accuracy.
- Attained over 90% post-launch satisfaction scores across EHR client implementations.
- Served as primary liaison with C-suite stakeholders to align SaaS offerings with compliance and business objectives.
- Identified workflow gaps and proposed solutions to drive up-sell opportunities and annual recurring revenue expansion.
Customer Success Lead
Software & Information Technology Services (SITS) Group
Houston, TX
07.2020 - 01.2022
- Provided first-line support for healthcare clients during onboarding to SaaS medical technology platform, ensuring smooth implementation and adoption.
- Guided clients through account setup, system navigation, and workflow training, achieving 95% onboarding completion rate.
- Resolved client inquiries via phone and email, effectively addressing issues without escalation while maintaining strong CSAT scores.
- Documented client feedback and recurring issues, collaborating with Product and Engineering teams to enhance platform usability.
- Partnered with Customer Success Managers to prepare quarterly business review materials, including system usage insights and recommendations.
- Contributed to development of FAQs, training guides, and knowledge base documentation to empower client self-service.
- Facilitated user adoption by providing tailored training sessions based on client needs and workflows.
- Analyzed onboarding processes and implemented improvements that reduced time to first value for new clients.
Administrative Manager
Software & Information Technology Services (SITS) Group
Houston, TX
07.2019 - 01.2020
- Led the setup of startup office operations and managed 200+ executive meetings annually.
- Digitized document management processes, improved retrieval speed by 35%, and cut office supply costs by 20%.
- Maintained zero filing errors for 12 consecutive months through process standardization.
- Coordinated customer meetings, facilitated communication, and supported SaaS adoption initiatives.
- Partnered with Customer Success Managers to maintain 100% accuracy of client data, contracts, and compliance records, supporting retention and renewal efforts.
- Supported cross-functional collaboration between CS, Sales, and Product teams by providing timely reporting, meeting summaries, and client success documentation.
Pharmaceutical Sales Representative (Intern)
Syneos Health
Houston, TX
06.2018 - 06.2019
- Collaborated with senior sales representatives to enhance territory management and customer engagement in healthcare accounts.
- Conducted education sessions for healthcare providers to reinforce clinical knowledge and increase product awareness.
- Assisted with field visits, gaining practical experience in physician outreach and relationship management.
- Managed CRM data entry and tracked provider interactions to maintain accurate territory records.
- Developed foundational skills in objection handling and solution-based selling to support territory growth.
Education
Bachelor of Science - Biology
Prairie View A&M University
Prairie View, TXPrairie View, TX
Skills
- Customer success and retention
- SaaS onboarding and implementation
- ARR growth and expansion
- Marketing and advertising strategies
- QBRs and executive engagement
- KPI dashboards and insights
- Cross-functional collaboration
- Customer lifecycle management
- Healthcare SaaS and EHR expertise
- Workflow optimization and change management
- Salesforce CRM proficiency
- HIPAA compliance knowledge
- EHR implementation expertise
- Project planning skills
- Interpersonal communication abilities
- Data entry accuracy
- Microsoft Office proficiency
- CRM systems knowledge
- B2B sales strategy
Leadership And Involvement
STEM Student Mentor - Provided mentorship and academic support to STEM students, focusing on career development, communication, and applied science.
Timeline
Sales Executive
Cubed Solutions
01.2022 - 01.2025
Customer Success Lead
Software & Information Technology Services (SITS) Group
07.2020 - 01.2022
Administrative Manager
Software & Information Technology Services (SITS) Group
07.2019 - 01.2020
Pharmaceutical Sales Representative (Intern)
Syneos Health
06.2018 - 06.2019
Director
FH Innovations (FHI)
12.2017 - Current
Bachelor of Science - Biology
Prairie View A&M University