Joanna Carroll
Director, Customer Success @athenahealth
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WORK HISTORY
Director, Customer Success @athenahealth
Boston, MA, US
Lead a team of eight CSMs, overseeing 160 accounts and $60 million in annual revenue, with less than 6% annual attrition.• Forecast headcount for my team by analyzing sales pipeline, attrition rates, and shifts in the book of business across service tiers, ensuring optimal allocation of resources to meet client demands and maintaining high service standard.• Collaborate cross-functionally with sales and finance to drive retention and growth oriented discussions. • Negotiate agreements and terms with clients, focusing on showcasing how a client has maximized value with athena.• Lead a strategic initiative to drive product adoption and incorporating the CSM organization into the Feature Adoption Playbook. Closely collaborated with the product, analytics, customer marketing, coaching and training teams, as well as other key stakeholders, to align efforts and enhance adoption strategies across the organization.• Named athenaAdmired three years in a row for being in the top quartile scores on the engagement index and in the areas of performance feedback and career conversations against an external benchmark of over 9 million respondents.
EDUCATION
Boston College
MBA
Stonehill College
Bachelors, Finance
SKILLS
ABOUT JOANNA CARROLL
Specialties: Healthcare IT, SAAS, Relationship management, Customer SuccessExtensive experience in client-facing roles acting as key relationship manager with client executive stakeholders. Highly focused and results-oriented leader within customer success organization with exceptional interpersonal communications. Skilled in customer & account management, analytical thinking, project management, performance management, strategy and growth.
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