Heather Angeles
Senior Lead Customer Success Manager @Medidata Solutions
Signup · Get unlimited contacts
WORK HISTORY
Senior Lead Customer Success Manager @Medidata Solutions
Home Based - Portland, OR, US
Proactively drive the ongoing satisfaction for a portfolio of Medidata’s Enterprise, Mid-Market, and Med Device customers focusing on adoption, advocacy and retention, ensuring customer success, growth, and true business value attainment- Collaborate cross-functionally with Sales, Professional Services, Product, and Customer Support to create the optimal customer journey that produces high satisfaction, platform adoption, and stronger partnerships in a B2B environment- Establish account governance structure with key internal and external stakeholders, plus lead strategy and program meetings- Develop and execute success plans to mitigate risks and achieve identified customer outcomes- Define and analyze key performance indicators and metrics to assess overall customer health- Advocate as the Voice of the Customer, communicating customer sentiment and requirements, driving issue resolution, and ensuring follow-through on product roadmap.Accomplishments- Created the Customer Experience Learning Series to enhance customers’ experience with Medidata’s products and services and provide direct access to product SMEs- Spearheaded an initiative to revamp the entire customer journey by becoming outcomes- focused, resulting in increased collaboration, retention, and growth- Proactively collaborated with Enablement & Product Management teams on an initiative to directly influence product roadmap and improve the user experience.
EDUCATION
University of California, San Diego
Bachelor’s Degree, Linguistics - Cognition & Language
Pura Buena Onda
Spanish Conversation Immersion Program
UC San Diego Extension
Professional Certificate, Teaching Adult Learners
Finest City Improv
Improvisational Comedy Program
ABOUT HEATHER ANGELES
A versatile, strategic self-starter dedicated to strengthening customer partnerships, delivering value to internal and external stakeholders, proactively mitigating risks, and increasing cross-departmental collaboration to advocate for customers and ensure enablement, adoption, and outcome realization, all while keeping patients at the center of everything we do. A gregarious and intuitive team player that thrives on collaboration and challenges using excellent communication, listening, and technical skills to establish immediate rapport and accomplish client goals. Specializations: customer advocacy, clinical trials, enterprise software and SaaS implementation, systems and process training, quality control. Skills & Qualifications - 23+ years experience in customer-facing roles - 14+ years in the clinical trials / life sciences industry - Proactive, reliable, analytical, enthusiastic, detail oriented, organized - Dedicated to making an impact on communities and organizations - Excellent customer service and troubleshooting skills - Adept at identifying and mitigating risks - Trained improviser and national public speaker - Experienced in Medidata products, Gainsight, Salesforce, Tableau, JIRA, Zendesk, IMPACT CTMS - Familiarity with DataLabs EDC, Clinical Conductor CTMS, and Wingspan eTMF - Proficient in Spanish and American Sign Language
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.