Shane Kuan

Customer Success Manager - Stratus Imaging Cloud Solutions @Optum

Being a primary advocate for each customer, guiding them along a path to success, and engaging resources across Enterprise Imaging to accelerate the expansion of our Stratus Cloud Imaging solutions within each customer. Accountable as a single point of contact and escalation to track cross-department, cross-process or cross-site issues and facilitate closure through coordination of appropriate resources (both internal/external). Assist customers to seek out opportunities to expand their usage and adoption of their EI Cloud solutions. Develop and execute regular Strategic Customer Success Plans in partnership with your assigned accounts. Drive Customer Engagement for all EI VOC programs. CSAT/NPS surveys, EI User Groups, and Community User Groups. Develop relationships at all levels of a customer organization. Close the loop on all feedback received from the customer including product enhancement requests, outstanding issues, and strategic improvement initiatives; Track & monitor account status and identify areas of concern. Provide updates, executive summaries, and guidance to the EI executive team as required. Provide root-cause analysis of escalated issues when required. Lead ‘lessons learned’ initiatives as appropriate. Identify areas for improvement not only in our products and services but also in the Customer Success functions. Communicate internally with relevant stakeholders in sales, marketing, product, and engineering to make your customers’ lives better through optimizing and improving existing products and services or identifying other products to improve customer outcomes.