Shawn Vialle

Successfully addressed company-wide challenges regarding executive contacts' lack of interest in routine meetings and working with assigned Customer Success managers

• Developed and implemented industry unique comprehensive engagement strategies utilizing data-driven insights to educate executive clientele about previously unknown aspects of their businesses
• This initiative resulted in regular meetings with all Enterprise Accounts, leading to improved compliance with best practices
• As a result, overall program health was strengthened, exclusive contracts and expansion deals were secured, and monthly revenue increased by $788K

Aligned with software development, and data teams to pioneer the organization's inaugural client health score review, developing predictive models focusing on key metrics that have a significant impact on customer outcomes

• Compared these metrics to top-performing peers in the industry, demonstrating the substantial value of following our best practices and assist customers realize a 20% increase in program reliability
• Engagements resulted in significant customer cost savings, potentially exceeding several hundred thousand to over a million dollars annually
• Campaign successfully transitioned key at-risk accounts into expansion and referral accounts, contributing to an annual revenue increase of over $9.5M

Recruited and appointed to enhance the professional maturity of the existing Account Management teams by instilling an enterprising approach and creating a dedicated Customer Success strategy through strategic coaching initiatives

• Successfully up leveled and supervised three territories, comprising three managers, twelve customer success managers, and four enterprise managers
• Demonstrated exceptional leadership skills by consistently achieving outstanding performance across all markets, surpassing revenue and KPI targets by remarkable margins ranging from 24% to 64% every quarter

Accelerated cross-functional collaboration and heightened awareness of pivotal trends through spearheading a monthly meeting series between Sales, Product Development, and Customer Success leadership, providing executive team invaluable insights on areas primed for growth

• Pioneered implementation of the Customer Success Partner team, meticulously redistributing crucial talent resources to guarantee enhanced coverage for our esteemed Enterprise accounts
• Initiative resulted in amplified customer satisfaction and propelled scalable growth for our diverse teams

Led four distinct business units, managing a portfolio generating $100M+ in annual revenue, with a primary focus on streamlining and consolidating teams into a cohesive unit aligned with our enterprise strategy

• Developed comprehensive cross-team training modules and led collaborative sessions to seamlessly transition towards multi-solution account coverage, resulting in enhanced service delivery and revenue growth
• Demonstrated commitment to equipping my teams with necessary knowledge, tools, documentation, and confidence to elevate communication strategies and drive revenue growth, resulting in zero customer and personal churn under my leadership
• Fostered the implementation of escalation and cross-functional processes, creating alignment among Customer Success, Support, Sales, and Services teams to effectively address both team and customer satisfaction concerns

Inaugural Cactus, a subsidiary of Symplr, Customer Success Manager, charged with managing the largest accounts while simultaneously building a team of 11 Customer Success professionals and supporting processes and tools

• Developed and implemented comprehensive processes, account strategies, Salesforce integrations, and cross-functional escalation protocols to optimize customer success program
• Expertly leveraged product roadmap discussions to navigate complex contract negotiations with a significant hospital system affiliated with the Vatican, resulting in the creation of an innovative "enterprise" license deal and access to all Symplr products
• Achieving a remarkable turnaround for the company, transforming a at-risk of $600K in recurring revenue into a substantial $20MM five-year contract
• Leveraged same methodology with second largest customer, generating an additional $4 million in annual revenue and $500K in annual service hours

• Collaborated with legal and product leaders to complete financial planning and analysis of key account contracts, identifying both risk, and revenue-generating opportunities
• Identified contract revenue-service gap with our largest customer and successfully negotiated contract adjustment, resulting in an annual revenue increase of $2MM
• Implemented new solution process flows for Commercial Management companies enhancing account stability, and internal process flows

• Achieved exceptional results as the designated Account Owner by expanding the solution footprint and cultivating strong business-to-business relationships
• Successfully secured over $250K in sales from a customer base that had previously considered termination
• Consistently exceeded quarterly quotas by impressive margins ranging from 135% to 378%
• Earned recognition as the authoritative point of contact for all acute project-related inquiries, solidifying role as the go-to resource for addressing critical concerns