Tina Lambert
Sutton,MA
Summary
As a Principal Customer Success Manager at Definitive Healthcare, the leading provider of data analytics, and intelligence in the healthcare industry, I leverage my two decades of experience and my Salesforce Certified Administrator (SCA) credential to deliver customer success solutions for enterprise accounts in the healthcare medical device and technology sector. I have expertise in SAAS implementations and applications, CRM integrations, customer relationship management and data analytics.
My core competencies include customer adoption strategies, cross-functional team leadership, and key account management. I have successfully executed customer projects in excess of $8m, working alongside senior-level customer stakeholders and enabling them to achieve their business goals and maximize their return on investment. I am passionate about solving customers' business questions and creating a positive customer experience. I also identify aftermarket opportunities and develop relationships with customers to ensure long-term retention and loyalty.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Principal Customer Success Manager
Definitive Healthcare
Framingham, MA
01.2021 - Current
- Tenured trusted advisor for top ten enterprise Medical Device/Medical Technology customers with a responsibility of over $8m+ in ARR
- Highly skilled in strategic/ executive level client discussions, creation and execution of strategic plans, contract health improvement and risk mitigation through quarterly business reviews
- Knowledgeable subject matter expert on medical claims (private payor/medicare), assisting customers to understand and navigate complex claims reporting
- Provide solutions for business challenges including competitive market analyses, patient finding, targeting and lead generation
- Designed and developed a customer workbook that allows for client facing communications and strategic alignment, which has been adopted company wide within the Customer Success department
- Designed and developed report scoping documentation for advanced custom reporting requests
- Created a process and services guide outlining all available services per individual customer contract
- Leader on projects related to account management, client onboarding, renewal and expansion achieving over 105% of annual goal.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Provided customer onboarding and training to ensure successful product adoption.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Provided guidance on how customers can maximize the value they receive from products and services.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Monitored KPIs to assess customer engagement.
- Created reports outlining customer usage and retention metrics.
- Reviewed completed work to verify consistency, quality and conformance.
Sr. Customer Success Manager
Definitive Healthcare
Framingham, MA
01.2021 - 02.2022
- Strategic partner for a portfolio of Enterprise Medical Device/Med Technology/BioPharma customers
- Provide custom solutions for individual clients to solve unique business challenges including market segmentation and development, competitive intelligence and data stewardship
- Act as a mentor for new employees within the Customer Success Team providing guidance on customer engagements and workflow processes
Implementation Project Manager
Amadeus Hospitality
Portsmouth, NH
08.2016 - 12.2020
- Implementing processes and programs for management companies’ and enterprise account implementations of SAAS based software solution
- Managed key customer accounts & projects across multiple regions including US, EU and APAC
- Leading cross functional teams through the software development life cycle
- Implementing custom based Salesforce.com and SASS applications
- Develop relationships with customers and continue as the main point of contact after sale and throughout entire implementation of project
- Identify aftermarket opportunities with additional system features
- Develop a strong understanding of the customer’s business needs, goals, and IT requirements for a successful software deployment
- Lead customer facing meetings: leading project planning sessions, business review session, project scope call in order to develop project strategy and process changes
- Responsible for identifying and analyze risks associated with the project
- Maintain efficient delivery of all services within assigned projects through project tasks and project plans
- Coordinate resource and revenue management of projects, along with project backlog maintenance.
Business Consultant
Amadeus Hospitality
Portsmouth, NH
07.2015 - 08.2016
- Collaborated with Senior Level Managers to assist with customizing sales solutions designed to streamline business processes and drive sales revenues
- Created and documented business requirements to configure and implement enterprise solutions, leveraging industry-leading product Salesforce with Amadeus Hospitality products
- Developed user adoption strategies for entire product suite based on customer specific configurations, design and developed of custom workflows and integrations between multiple technology platforms.
Sr Customer Success Manager
Virgin Pulse
Framingham, MA
10.2014 - 07.2015
- Work with senior level decision makers to drive potential Upsell opportunity for assigned book of business
- Partner with customers to drive product growth beyond traditional wellness
- Effectively communicate product roadmap and engagement solutions to customers with passion and excitement
- Review of customer’s system usage and develop strategic recommendations and action plans aligned with customer’s goals and objectives
- Prepares and deliver quarterly reviews for each account with recommendations of best practices to increase ROI
- Work with internal departments to assist in development of systems to drive strategies to meet customer requirements and enhance the product offering.
Director of Customer Services
Passkey International/Lanyon
Waltham, MA
03.2010 - 10.2014
- Developed strategies and training programs to increase successful customer adoption of Passkey’s group reservation and optimization technology products
- Assist in design/development/execution of post-training strategy webinars for newly trained properties
- Identified opportunities for customers to maximize incremental revenues through use of product
- Create customer success plans outlining steps to help customers optimize system capabilities, resulting in positive ROI
- Support over 135 Independent and Enterprise accounts (South East US, Caribbean and Europe) with a 90% Customer Renewal Rate
- Responsible for the design and develop of product training courses and materials for Corporate Enterprise Accounts
- Partner with Passkey Integrations Team to develop updated interface enhancements for Corporate Enterprise Accounts and manage beta testing for newly developed interfaces prior to going to market
- Act as liaison between product management and customers with a focus on communicating the roadmap and its influence on customer activities.
Education
Bachelor of Science, Business Administration - International Business and Marketing
Duquesne University
05.2000
Skills
- Strategic Planning
- Client Relations
- CRM Software
- Sales Proficiency
- Customer Retention
- Training and Mentoring
- Account Management
- Revenue Growth
- Customer Relationship Building
Certification
BioPharmaLanyon
- Salesforce Administrator- Level 1
- Certified in Migration Implementations to Advance (Delphi.fdc)
- Integrations Certification
- Advanced (Delphi.fdc) Corporate Administrator
- Asana
- ChurnZero
- Microsoft Office Suite
- SQL (In Progress)
Accomplishments
- Definitive Healthcare Presidents Club 2021, 2022, 2023
- Definitive Healthcare CEO Award 2023
- Definitive Healthcare Rock Star Award 2023
- Definitive Healthcare Rookie of the Year 2021
- Amadeus Manager of Quarter 2018
- Passkey Manager of the Year 2012
Affiliations
- Co-Founder of Unity Day to promote Anti-Bullying Awareness for children raising over $10,000
- Co-Executive Chair of the Dana Farber Annual Golf Outing 2021-Present.
- Chair of the Sutton Education and Trust Foundation 2016-Present.
Timeline
Principal Customer Success Manager
Definitive Healthcare
01.2021 - Current
Sr. Customer Success Manager
Definitive Healthcare
01.2021 - 02.2022
Implementation Project Manager
Amadeus Hospitality
08.2016 - 12.2020
Business Consultant
Amadeus Hospitality
07.2015 - 08.2016
Sr Customer Success Manager
Virgin Pulse
10.2014 - 07.2015
Director of Customer Services
Passkey International/Lanyon
03.2010 - 10.2014
Bachelor of Science, Business Administration - International Business and Marketing
Duquesne University
BioPharmaLanyon
- Salesforce Administrator- Level 1
- Certified in Migration Implementations to Advance (Delphi.fdc)
- Integrations Certification
- Advanced (Delphi.fdc) Corporate Administrator
- Asana
- ChurnZero
- Microsoft Office Suite
- SQL (In Progress)
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