Sue Gray
Boise,ID
Summary
Knowledgeable Key Account Manager with strong history of managing key accounts and fostering long-term client relationships in the healthcare and high-tech industries. Demonstrated success in driving revenue growth through strategic account management and tailored solutions. Proven ability in negotiation and collaboration, ensuring client satisfaction and retention.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Senior Key Account Manager
WEBMD IGNITE (formerly Healthwise, Incorporated)
01.2016 - Current
- Manage the overall client relationship for WebMD Ignite's strategic clients in the payer, provider, and digital-health markets
- Responsible for $6.1 million in recurring annual revenue
- Overall client retention rate of 100% for three consecutive years
- Lead and coordinate Quarterly Business and Executive Business Reviews ensuring the execution of strategic initiatives, delivery of product value, and solidification of partnerships
- Drive consecutive annual growth of 4-6% through increased utilization and identification of new opportunities
- Provide mentorship and training to junior customer success managers, including contract negotiation, pricing, and client retention best practices
- Consistently average a client satisfaction score of 4.8+ out of 5
- Develop comprehensive account plans for strategic growth, aligning with overall company objectives.
- Provide expert consultation to cross-team projects on process and operational improvements
- Utilize in-depth technical knowledge of web delivery (Hosted, XHTML, XML, API), EMR/PHR, clinical interfaces, and mobile technologies to support client needs
Senior Manager, Market Solutions
HEALTHWISE, INCORPORATE
01.2015 - 01.2016
- Led the growth and development of Healthwise's largest clients in the payer, provider, population health and emerging markets
- Established strong relationships with C-suite executives, driving successful contract negotiations and achieving a 100% client retention rate
- Developed and implemented strategies to achieve 18% client growth through up-sells and expansion opportunities
- Managed complex integrations and implementations of EHR/PHR and digital programs for key clients, ensuring successful adoption and use
- Developed and delivered patient engagement training programs driving improved client outcomes
- Managed pilot programs for early adopters of Healthwise's new products, overseeing implementation, data analysis, and successful program outcomes
Senior Manager, Market Solutions
HEALTHWISE, INCORPORATED
01.2015 - 01.2016
- Led the growth and development of Healthwise's largest clients in the payer, provider, population health and emerging markets
- Established strong relationships with C-suite executives, driving successful contract negotiations and achieving a 100% client retention rate
- Developed and implemented strategies to achieve 18% client growth through up-sells and expansion opportunities
- Managed complex integrations and implementations of EHR/PHR and digital programs for key clients, ensuring successful adoption and use
- Developed and delivered patient engagement training programs driving improved client outcomes
- Managed pilot programs for early adopters of Healthwise's new products, overseeing implementation, data analysis, and successful program outcomes
Senior Manager, Client Services
HEALTHWISE, INCORPORATED
01.2012 - 01.2015
- Supervised and directed a team of account managers who drive utilization, integration, and value of the Healthwise solutions while developing strong client relationships and future sales opportunities
- Accountable for budget planning, process improvements, onboarding, and professional development
- Developed and implemented a comprehensive onboarding and professional development program, resulting in a 50% promotion rate within my team
- Direct accountability for client satisfaction, resulting in a 5% increase in overall retention
- Led the successful reorganization of the client services team with focus on strategic client relationships, increased revenue generation and solution specialization
- Implemented new processes and enhancements in Salesforce, improving efficiency and communication across all client-facing teams
- Formed and facilitated cross-functional task forces to identify and implement solutions for improved customer service and address inefficiencies within the client services department
Manager, Client Services
HEALTHWISE, INCORPORATED
01.2012 - 01.2014
- Supervised and directed a team of account managers who drive utilization, integration, and value of the Healthwise solutions while developing strong client relationships and future sales opportunities
- Accountable for budget planning, process improvements, onboarding, and professional development
- Developed and implemented a comprehensive onboarding and professional development program, resulting in a 50% promotion rate within my team
- Direct accountability for client satisfaction, resulting in a 5% increase in overall retention
- Led the successful reorganization of the client services team with focus on strategic client relationships, increased revenue generation and solution specialization
- Implemented new processes and enhancements in Salesforce.com, improving efficiency and communication across all client-facing teams
- Formed and facilitated cross-functional task forces to identify and implement solutions for improved customer service and address inefficiencies within the client services department
- Negotiated favorable contract terms with vendors on behalf of clients, resulting in cost savings and improved service offerings.
Strategic Account Manager
HEALTHWISE, INCORPORATED
01.2006 - 01.2012
- Managed strategic relations for Healthwise's largest clients in the payer, provider, disease management and health portal market space
- Responsible for $4.525 million in recurring annual revenue
- Achieved a client retention rate of 98+%, ensuring long-term client satisfaction and partnership
- Drove a consistent 10% year-over-year increase in client utilization, demonstrating successful customer onboarding and engagement strategies
- Led Healthwise's most complex solution implementation within the nation's largest integrated managed care consortium
- Forged strong relationships with C-suite executives at various healthcare organizations, facilitating successful partnerships
- Directed and coordinated client strategic meetings, ensuring alignment on key initiatives, and building long-term partnerships
Distribution Business Manager
MICRON TECHNOLOGY, INC.
01.2005 - 01.2006
- Led strategic partnerships as executive liaison between Micron and a major distributor, managing territory reviews, developing business plans, implementing marketing programs, and delivering product training
- Ensured efficient order fulfillment by managing a backlog exceeding $70M in annual sales, ensuring timely delivery and client satisfaction
Sales Supervisor
MICRON TECHNOLOGY, INC.
01.2002 - 01.2005
- Led a team of Inside Sales Representatives to achieve territory and departmental sales goals
- Managed HR functions, including hiring quality candidates, evaluating job performances, continual training, and mentoring
Inside Sales Representative
MICRON TECHNOLOGY, INC.
01.1999 - 01.2002
- Charged with the responsibility of account management and sales development within the California territory
- Increased sales by providing excellent customer service, backlog management and pricing structure to over two hundred distribution accounts and strategic direct accounts
- Managed pricing, backlog and provided strategic direction for one of Micron’s top ten overall customers
Education
Master of Education - Sport Management and Administration
Xavier University
Cincinnati, OHBachelor of Business Administration - Finance and Economics
Gonzaga University
Spokane, WASkills
- Team Leadership
- Client Relationship Management
- Organizational Change Management
- Effective Communication
- Strategic Business Development
- Budget and Forecast Analysis
- Client services optimization
- Process Optimization
- Proficient in Salesforce
- Proficient in Google Workspace
- Proficient in Microsoft Office 365
Certification
abc xyz
123456
Timeline
Senior Key Account Manager
WEBMD IGNITE (formerly Healthwise, Incorporated)
01.2016 - Current
Senior Manager, Market Solutions
HEALTHWISE, INCORPORATE
01.2015 - 01.2016
Senior Manager, Market Solutions
HEALTHWISE, INCORPORATED
01.2015 - 01.2016
Senior Manager, Client Services
HEALTHWISE, INCORPORATED
01.2012 - 01.2015
Manager, Client Services
HEALTHWISE, INCORPORATED
01.2012 - 01.2014
Strategic Account Manager
HEALTHWISE, INCORPORATED
01.2006 - 01.2012
Distribution Business Manager
MICRON TECHNOLOGY, INC.
01.2005 - 01.2006
Sales Supervisor
MICRON TECHNOLOGY, INC.
01.2002 - 01.2005
Inside Sales Representative
MICRON TECHNOLOGY, INC.
01.1999 - 01.2002
Master of Education - Sport Management and Administration
Xavier University
Bachelor of Business Administration - Finance and Economics
Gonzaga University
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