Dori Milburn
Customer Success Manager @Protenus
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WORK HISTORY
Customer Success Manager @Protenus
Managed client onboarding, app configuration, and end-user training for Protenus\' Privacy and Drug Diversion products, utilizing clinical expertise and healthcare consulting skills to meet client needs-Optimized client relationship management through ChurnZero, increasing operational efficiency and enhancing client engagement-Conducted regular client check-ins and executive business reviews, analyzing data with Microsoft Excel to provide strategic insights, introduce new features, and identify growth opportunities in the healthcare industry-Collaborated with cross-functional teams, including product, engineering, and marketing, to refine internal processes and improve overall client experience-Leveraged Zendesk and JIRA to efficiently escalate and resolve technical issues, ensuring seamless project management and client satisfaction-Proactively monitored client health to mitigate churn risk and identify account expansion opportunities, applying strategic account management techniques and industry knowledge-Collected and communicated client feedback to the product team, focusing on healthcare-specific requirements to drive software testing and product enhancements-Cultivated and developed client advocates with healthcare expertise, strengthening relationships and promoting active engagement within the end-user community.
EDUCATION
Drexel University College of Nursing & Health Professions Division of Undergraduate Nursing
Bachelor of Science - BS
Towson University
Bachelor of Technical and Professional Studies
ABOUT DORI MILBURN
I started my career as an ICU nurse, where I learned that the hardest part of care isn’t…
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