Kathy Rippey

About Kathy Rippey

Experienced Client Success Professional with 15+ years of building lasting customer…

Experience

1. Enterprise Client Success Manager

   Kipu Health

   Aug 2021 — Present · US

   Manage a high revenue enterprise client base, provide ongoing engagement/support as the client\'s advocate and POC. Build trusted relationships to maximize client satisfaction, retention/renewal. Collaborate with sales to strategize and generate leads to cross-sell software, provide clients an understanding of software, assist in onboarding new business and drive client satisfaction, retention and increase revenue, ensuring clients utilize software features and reporting to the fullest, striving for excellence in all areas of the EMR, CRM and billing integrations. SALES - ONBOARDING CLIENTS• Meet with client (C-Level Execs; VPs, Directors) and implementations to ensure software setup is as the client desires.• Consult and assist implementation team with onboarding clients to ensure smooth go live and build relationships where client satisfaction and adoption begins.ADVOCATE/POC• POC for Tier I (Enterprise) clients providing product, contract, sales, service support, and as the client’s advocate, monitor tech tickets ensuring prompt resolution of issues and continued client satisfaction.• Work in tandem with product specialists to ensure software feature adoption and satisfaction.• Facilitate monthly customer health check virtual meetings and reporting which documented service levels, volume/adoption, etc, track performance and drive adoption, and further optimize satisfaction and retention with quarterly/or annual Business Reviews with C-Suite and Management.FINANCIALS/RENEWALS• Collaboration with sales as a consultant and lead generator, provide knowledge transfer regarding products of client interest or products I feel could improve satisfaction and communicate new business tip leads via Sharepoint and meetings.• Provide monthly reporting to corporate regarding adoption/volume/revenue, JIRA ticket resolution with daily documentation of client calls/meetings in Salesforce. • Responsible for NPS, reference ability, and renewals process.

Skills

• U.s. Health Insurance Portability and Accountability Act (Hipaa)
• Vendor Management
• Operations Management
• Business Intelligence
• Healthcare Information Technology
• Electronic Medical Record (Emr)
• IT Service Management
• Disaster Recovery
• Business Process Improvement
• Change Management
• Pmp
• Leadership
• Outsourcing
• Transcription Services
• Integration
• IT Management
• Process Improvement
• Healthcare Information Technology (Hit)
• Software Documentation
• Sdlc
• Management
• Team Leadership
• Troubleshooting
• Quality Assurance
• Service Delivery
• Business Analysis
• Project Management
• Hipaa
• Ehr
• Itil