Jeffrey Hoover
Manager, Customer Success - Cost at Premier Inc.
- Role
- Manager, Customer Success, ERP at Premier Inc.
- Location
- Nashville, TN, US
- LinkedIn followers
- 500 followers
About Jeffrey Hoover
Analytics and implementation specialist, passionate for associate growth and problem solving, developing relationships across organizations to implement and lead change management efforts.
Experience
Manager, Customer Success, ERP
Mar 2021 — Present · Nashville, TN, US
Built and launched a Subject Matter Expert (SME) program, leveraging ERP implementation consultants as supplemental support and SMEs for the Premier ERP member-base to increase adoption of new solutions, enhance the customer experience, and improve overall renewal rates- Achieved 100% compliance for touch-base meetings for initial top 50 accounts, proactively identifying member challenges, and providing highly qualified leads based on member needs/experiences, resulting in $450K revenue value for its first fiscal year- Created renewal reporting to identify opportunities by SME and developed process framework for SMEs to work with Sales Executives to move from evergreen/autorenewal contracts to extended (3+/5+year contracts), and maintained an above-target renewal rate of >90% over a multi-year period- Structured processes, wrote quick reference guides (QRGs), and built templates to minimize administrative workload on SMEs and provided education sessions to the SME team• Engaged at-risk ERP members to identify opportunities for process improvement and training and coordinated across internal organizations to assign resources appropriately- Developed and communicated improvement plans to members, detailing processes, trainings, meeting cadence, and issue tracker to report progress to project and executive stakeholders- Improved user and executive experience for two members in the Northwest leading to one white paper success story, and referrals leading to 3 known new members• Supported general ERP member base through recurring meetings, reviewing and explaining ERP KPIs, support cases, trainings, and outstanding issue resolution- Developed QRGs for members to support transition from IE to Chrome and Edge for ERP and related tech- Coordinated with Supply Chain Technology team to develop and test new KPIs in Premier’s Business Intelligence platform, and selected top 10 to review with members, and provided 4 education sessions to the SME team
Education
Anderson University (SC)
BS, Business Management
2003 — 2007
Lipscomb University
Master of Science (M.S.), Informatics and Analytics
2014 — 2015
Skills
- Leadership
- Process Improvement
- Accounting
- Retail
- Powerpoint
- Microsoft Excel
- Business Process Improvement
- Data Analysis
- Time Management
- Training
- Sales
- Customer Service
- Management
- Team Building
- Budgets
- Healthcare
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