Rocky Horan
Director of Customer Success
- Role
- Director of Customer Success at Microsoft
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
About Rocky Horan
I have deep experience leading cross-organizational teams to launch new initiatives and…
Experience
Director of Customer Success
Jan 2021 — Present · Seattle, WA, US
Continuing my work to support key healthcare accounts across the West Coast at Nuance Communications, now a Microsoft company- Managed renewals of all accounts within book of business, ensuring seamless transitions and continued satisfaction- Spearheaded management of multiple large IDN (Integrated Delivery Network) Accounts with an annual book of business exceeding $60 million- Demonstrated consistent delivery of customer value by orchestrating success roadmaps for all solutions within the client portfolio of cloud base healthcare solutions- Implemented robust customer health monitoring strategies and devised comprehensive communication plans, including regular proactive outreach through pulse checks, success plan reviews integrating RoI analytics, and quarterly business review development and delivery- Formulated strategic account plans encompassing detailed ROI analyses and multi-year adoption projections- Cultivated and maintained deep-seated relationships at the C-Suite level to foster enduring strategic partnerships- Orchestrated seamless, integrated customer experiences through meticulous coordination across all Nuance partners and customer stakeholders- Proactively identified indicators of customer risk and collaborated cross-functionally to mitigate potential issues- Drove towards achieving 99% revenue retention within the account portfolio- Facilitated expansion of accounts by upholding the highest standards of customer satisfaction and advocacy, particularly among decision-makers and influencers within the organization- Served as the primary Voice of the Customer, advocating for their needs and preferences across all organizational levels.
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