Carol Bachtel
Lead Customer Success Manager Um @Iodine Software, Now Part Of Waystar
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WORK HISTORY
Lead Customer Success Manager Um @Iodine Software, Now Part Of Waystar
Greenville, SC, US
Responsible for strategic account planning and execution, helping increase product adoption, identifying expansion opportunities and educating the customer on how to realize increased value from Iodine.* Navigate complex customer relationships and processes* Execute processes and programs to improve customer engagement and adoption to mitigate customer risk and drive value resulting in renewal and expansion opportunities* Develop a deep understanding of customer needs/goals and work to ensure that Iodine Software and the customer have a shared definition of success* Act as a business success expert in educating, guiding, and supporting customers as they progress through the Iodine lifecycle* Deliver well-crafted responses to customer requests for strategic and/or program analysis, with limited management oversight* Provide guidance and consulting for best practices and ROI analysis * Advocate for product enhancements/new features and influence roadmap planning, based on customer input
EDUCATION
University of Virginia
Pre-Nursing Studies
James Madison University
BS, Public Health Education
ABOUT CAROL BACHTEL
Client Success Manager with 15+ years of proven customer success experience, motivated to provide full client lifecycle support (post sale) using developed skills in the healthcare Software as a Service (SaaS) industry. Specializes in consultative customer success, client retention, high levels of client satisfaction and identification of the best practice win-win propositions for both client and company. Client Success Manager | Healthcare SaaSEmail: c••••••••@gmail.comImproves the customer experience through product support, problem solving, maximizing value, engaging and growing the customer base. Leads and coordinates the customer onboarding process and customer training, ensuring a great client experience that builds loyalty and represents the voice of the customer. Effective communicator with a natural ability to forge collaborative relationships with both internal and external stakeholders. Thrive on attention to detail and service integrity, successfully integrating the analytical with the relational.CORE COMPETENCIES:• Customer Service• Client Relationship Management• Account Management• SaaS• Product Support• Project Management• Onboarding and Training• Customer Loyalty• Team LeadershipACCOMPLISHMENTS:• Maintained a career track record average of 85% client retention year over year in competitive markets.• Managed portfolio of 20+ key client accounts with an average ACV of including (3) health systems.• Assisted sales team in closing over $1M in business for prospective clients, by demonstrating the product along with customer support and fielding technical questions.Please contact me at (86••••••95 with any customer success, client engagement or clientservices opportunity.
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