Managing Director of Client Strategy

Promontory MortgagePath delivered software and services to community banks, particularly in underserved rural and minority communities, to facilitate their residential mortgage lending programs.

Anne brought order and a sense of calm to a chaotic startup environment. She stepped in at a time during which the company was challenged to properly support incidents due to lack of well-defined support parameters and processes. Anne swiftly and decisively analyzed and prioritized the key issues, then began addressing and resolving each in collaboration with key stakeholders. 

• Increased client base by 250% year over year through new client implementations.

• Improved client-reported Net Promoter Score (NPS) by 62 points through a laser focus on the client experience.

• Turned around an underperforming implementation team, improving efficiency by 70% via automation of manual tasks, workflow documentation, training, and scaling appropriately to align with the workload.

• Built the Customer Success and Customer Support teams from the ground up leveraging tools including JIRA, Smartsheet, and Salesforce to build out customer health metrics and executive dashboard reports.

Director of Customer Success

Healthnotes, Inc. delivered software to manufacturers and retailers of dietary supplements to ensure compliance with HIPAA and DSHEA regulatory guidelines. 

Anne engaged with clients throughout the customer journey – from pre-sales engagements through renewal – evaluating customer needs and the ways in which Healthnotes products were a fit. She guided a team in configuring all products, onboarding clients and training users, and tracking metrics around customer success.

• Built the Customer Success team from the ground up, transforming what was previously a basic sales support team into a highly valued resource within the organization.

• Uncovered opportunities to execute projects more efficiently by reviewing product configuration engagements. Reduced # of required customer feedback rounds and improved delivery time by 25%. 

• Awarded Healthnotes’ Presidential Award in 2016 and 2012, an honor that recognizes exceptional performance and leadership. Also earned a “Golden Microphone” award in 2015 and 2016 for excellence in internal and external communications.