Sue Song

Customer Success Manager • Accountant • PA, US

Organization

Virtual Assistant

Project Management

Available for hire fromNegotiable

Account Analyst (Customer Success) and Project Management

Hello there! Thanks for stopping by to read this short little intro. I hope to provide value to others on this platform looking for additional help and to myself as I would like to utilize my spare time to grow my skills and develop more professionI relationships. I have experience working as an Account Analyst supporting Customer Success Managers working with enterprise level clients to ensure customer satisfaction and retention. My special skills and interests are in project managing and coordinating agendas and projects!

Projects

Customer Success Manager Support

Help support Customer Success Managers working with enterprise level clients retain customer satisfaction.

Work History

Account Analyst

Flatiron Health- Work within the Customer Success team to support the success and governance of Flatiron’s relationship with its community oncology practice customers to ensure customer retention and satisfaction. - Work directly with Account Managers and coordinate across internal partners at Flatiron (e.g., Product, Support, Legal, and Finance) to optimize our Customer Success offering, including partnership on strategic projects and post-live support. Partner with Account Managers to serve Flatiron’s most strategic customers, enabling customer success on Flatiron technology. - Support product rollouts in collaboration with Product Operations for key customers; preparing customer education materials, scheduling product meetings, and collecting customer feedback. - Support contracting and project management work for new integrations at customer sites, collaborating with Flatiron engineers and outside vendors. - Coordinate customer onsite agendas, optimizing for both customer needs and Flatiron goals. - Clearly communicate project progress and report customer concerns to lead Account Manager. Advocate for customer needs and ideas internally, and work collaboratively with other teams and lead Account Manager to achieve outcomes and results for customers. - Establish rapport with customers and ensure that their questions and concerns are resolved in a timely manner and are clearly documented. - Responsible for advocating for customers and working to ensure customer retention and satisfaction.

Employee Trainer

Patient FirstNov 2021 - Jul 2022 • 9 mos- Responsible for organizing and presenting project material concisely for each training session to ensure each trainee successfully progresses without further accommodations. - Managed and brought over 30 new hire candidates to successful and timely completion of training - Demonstrate excellent interpersonal skills through strong written and verbal communication to build relationships and provide support to teams at multiple levels of the organization - Develop and track files to provide proper status updates to training team, document performance evaluations, file records of each session, and coordinate and monitor status of each project deliverables - Exhibit excellent organizational skills through management of multiple projects and ensuring proper task delivery to meet strict daily deadlines - Identify obstacles and provide solutions to internal stakeholders; provide continuous support through initial and follow-up communication with supervisors and new hires

Medical Assistant

Patient FirstJun 2021 - Nov 2021 • 6 mos- Accessed patient medical condition and obtained accurate patient vital signs for evaluation - Directly communicated with physicians and electronically ordered labs, X-Rays, and medical supplies - Assisted over 40 patients a day, providing proper medical attention and treatment - Provided excellent patient and client services to ensure a welcoming environment and to retain patient long term - Followed company standard operating procedures to be in alignment with industry guidelines and requirements

Education

Temple University

Bachelor's Degree, BiologyAug 2017 - May 2021

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