Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Stephen Juarbe

Allentown,PA

Summary

Results-driven Success Manager known for high productivity and efficient task completion. Specialize in client relationship management, strategic planning, and data analysis to enhance customer satisfaction and retention. Excel in communication, problem-solving, and adaptability, ensuring seamless collaboration with teams and clients for optimal outcomes.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Regional Clinical Success Manager, Northeast

TurnCare
Allentown, PA
06.2023 - Current
  • Customer Relationship Management:
  • Established and maintained strong relationships with clinical teams across a designated region.
  • Served as the primary point of contact, addressing inquiries, concerns, and ensuring overall customer satisfaction.
  • Product Integration and Training:
  • Conducted comprehensive training sessions for healthcare professionals, ensuring effective and optimal utilization of healthcare solutions.
  • Facilitated seamless product integration by collaborating with clinical teams and providing ongoing support.
  • Issue Resolution and Problem-Solving:
  • Proactively identified and resolved customer issues, collaborating with cross-functional teams to implement timely solutions.
  • Implemented strategic problem-solving approaches, resulting in reduction in issue resolution time.
  • Performance Analysis and Metrics:
  • Monitored and analyzed clinical customer performance metrics to assess product effectiveness.
  • Provided strategic recommendations for optimizing customer outcomes and success. • Clinical Guidance and Support:
  • Offered clinical guidance to healthcare professionals, contributing to an increase in customer retention.
  • Conducted regular on-site visits to assess customer needs and identify opportunities for process improvement.
  • Project Management:
  • Led regional initiatives to enhance customer satisfaction, streamline processes, and drive operational excellence.
  • Collaborated with internal teams to implement and track the progress of customer success projects.
  • Communication and Collaboration:
  • Effectively communicated with internal teams and stakeholders to bridge communication gaps between clinical staff and product development teams.
  • Collaborated with cross-functional teams to address customer challenges and improve overall customer experience.

Registered Nurse

Saint Luke's Hospital
Allentown, PA
10.2018 - 10.2023
  • Assisted in training new staff members on proper nursing protocols for emergency room operations.
  • Assessed patient condition and developed individualized care plans.
  • Maintained accurate records of patient care services rendered utilizing the electronic medical record system.
  • Assisted in the preparation of trauma victims for transfer or discharge from the hospital.
  • Participated in research projects related to improving the quality of emergency room services.
  • Delivered compassionate end-of-life care when needed according to established hospice guidelines.
  • Provided emergency care to critically ill patients in a timely manner.
  • Reviewed laboratory results promptly for accuracy and followed up on abnormal findings with physicians.
  • Monitored vital signs and other indicators of patient health status.
  • Identified potential risks or complications during treatment processes and took appropriate corrective action.
  • Provided education to patients regarding disease prevention and home care instructions.
  • Ensured compliance with all hospital policies, procedures, standards, and regulations.
  • Responded quickly to life-threatening situations while maintaining composure under pressure.

Customer Success Specialist

TurnCare
Allentown, PA
09.2022 - 06.2023
  • Developed client relationships through proactive outreach, regular check-ins, and continued follow-up.
  • Maintained detailed records of customer interactions within CRM system.
  • Educated customers on best practices for using company's products and services.
  • Worked closely with sales team to ensure smooth transition from prospecting stage to post-sale engagement.
  • Created resources such as FAQ documents and user guides for customers.
  • Utilized problem-solving techniques when resolving challenging customer issues.
  • Analyzed usage data to detect trends and identify opportunities for upselling and cross-selling products and services.
  • Generated reports summarizing key performance indicators such as satisfaction scores, churn rate.
  • Provided customer support and troubleshooting to ensure successful product implementation.
  • Ensured customers were informed of any changes or updates related to their accounts or products.
  • Facilitated communication between various departments in order resolve complex customer issues.
  • Collaborated with internal teams such as sales, engineering, and marketing to develop customized solutions for customers' needs.
  • Identified areas for improvement in existing products and services based on customer feedback.

Education

Bachelor of Science - Nursing

Capella University
Minneapolis, MN
12-2024

Associate of Science - Nursing

Saint Luke's School of Nursing
Bethlehem, PA
08-2018

Skills

  • Customer Account Management
  • Client Relations
  • Strategic Planning
  • Revenue Growth
  • Training programs
  • Strategic communications
  • Schedule Management
  • Account Management
  • Customer Relations
  • Customer Service
  • Customer Retention
  • Training and mentoring
  • Customer Needs Assessment

Certification

  • Pennsylvania Registered Nurse

References

References available upon request.

Timeline

Regional Clinical Success Manager, Northeast

TurnCare
06.2023 - Current

Customer Success Specialist

TurnCare
09.2022 - 06.2023

Registered Nurse

Saint Luke's Hospital
10.2018 - 10.2023

Bachelor of Science - Nursing

Capella University

Associate of Science - Nursing

Saint Luke's School of Nursing

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Stephen Juarbe