Alicia Swanson

Director of Customer Success Medical Device

VuMedi · Minnesota, United States

Present

● Accountable for driving customer value realization and retention, aligning success strategies with clinical impact, business growth and commercial priorities of top-tier medical device partners. ● Lead the Customer Success function across the medical device portfolio, managing a team of CS leaders who support strategic enterprise clients. ● Partner closely with executive stakeholders in Sales, Marketing, Education, and Product to enhance the customer experience, surface actionable insights, and shape strategic roadmaps. ● Enable CSMs to serve as trusted advisors, improving talk tracks, elevating the quality of executive-level engagements, and deepening client influence. ● Lead cross-functional initiatives to ensure delivery alignment, clarify ownership between Sales and CS, and refine messaging strategies for complex healthcare segments.

Senior Director of Customer Success

Therapy Brands · Hudson, Wisconsin, United States

● Created and led the customer success team including policies, playbooks, retention strategies, and cross-functional initiatives ● Created and initially led the customer education department through its quick growth ● Participated in the Employee Engagement Committee ● Responsible for customer retention for over $15 million in ARR across 4 segments and 15 products ● Re-created and launched trial user education emails leading to a conversation rate increase of 12% ● Maintained 100% Employee retention on the team as manager ● Worked to close the loop on NPS feedback with the customer and to share with internal decision makers

Care Director

Procentive

● Directed and oversaw all aspects of the organization's support, implementation, and success policies, objectives, and initiatives ● Created and led a Leadership Development Program to foster a culture of coaching, development, and employee engagement that enhances the employee experience while delivering support and care to customers ● Improved onboarding efficiency by 45% allowing 2x more customers to be sold and effectively onboarded each month. The process is still used today. ● Customers have reached out to grow their business because of the strong relationships customers have with me and for new business development opportunities ● Ensures compliance with regulatory requirements - accountable for ensuring full regulatory compliance and legal requirements impacting customer care function ● Develops strategies and puts systems in place to increase the quality through relationship and efficiency of support by 20% to customers, allowing us to capture and report on service metrics, i…

Customer Success & Care Manager

Procentive

● Lead, Manage and Hold Accountable the Care Team members ● Improve customer service experience, create engaged customers and facilitate organic growth ● Take ownership of customer issues and follow problems through to resolution ● Set a clear mission and deploy strategies focused towards that mission ● Help develop and follow through on care procedures, policies and standards ● Keep accurate records and document customer service actions and discussions ● Analyze statistics and compile accurate reports on key metrics ● Mentor and Develop customer team members and nurture an environment where they can excel through encouragement and empowerment ● Keep ahead of industry developments and apply best practices to areas of improvement ● Manage resources and utilize assets to achieve qualitative and quantitative targets ● Ensure customers are supported timely and correctly ● Manage and coordinate advancement in product knowledge of Care Team members. ● Maintain an orderly workflow according t…

Customer Success Manager

Procentive

● Own overall relationship with assigned customers, which include: Increasing adoption, ensuring retention, satisfaction, renewal, and contracts. ● Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services. ● Develop, prepare, and nurture customers for advocacy. ● Attend conferences to maintain relationship with customers and aid in new sales. ● Retained a top customer through relationship and truthfulness which build trust- still a top customer and growing. ● Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals. ● Execute a risk predictor to ensure we are fully aware of the customer's adoption level, value delivered, and overall satisfaction with the solution. ● Increase customer satisfaction through Executive Business Review meetings to understanding business needs and recommending things like: product/module additions, model changes or…

Consultant & Implementation Team Manager

Procentive

● Provide training and support ● Manage the Onboarding, Training and Setup process ● Manage Training Department Staff ● Provide/coordinate regular training of internal staff, as needed ● Participate in testing, training and rollout of new Procentive features and products ● Support for the Customer Care Team

Onboarding Specialist and Product Trainer

Procentive

● Ensures that our customers have a positive onboarding experience ● Building strong relationships from the beginning to ensure success into the future ● Become a ‘product champion’ with deep understanding of the software ● Create and maintain accurate contact and activity records in the CRM system and other platforms

Clinical Form Developer

Procentive

● Utilized a unique computer program to build online medical forms and print forms ● Trained under supervisors to be HIPAA certified ● Expanded experience in formatting and presentation of data

Upward Bound Summer Program Teacher

University of wisconsin- River

● Created lesson plans for engaged high school students ● Taught lessons daily within a classroom setting ● Managed class expectations and behaviors ● Graded assignments with constructive feedback for student growth ● Intentionally connected and encouraged students to go one step further

Personal Care Attendant

ACCRA HOME CARE INC · Stillwater, MN

● Providing one to one care including personal hygiene and household tasks ● Running errands and taking clients to appointments ● Encouraging, supporting, and challenging clients within their lives

Personal Care Attendant

Lifeworks Services, Inc.

● Providing one to one care including personal hygiene and household tasks ● Running errands and taking clients to appointments ● Encouraging, supporting, and challenging clients within their lives

Advisor

SigmaSigmaSigma

Substitute Teacher

INDEPENDENT SCHOOL DISTRICT 834 · Stillwater, MN

● Implementing existing lesson plans ● Overseeing classroom students ● Managing behaviors ● Facilitating classroom projects, activities, and tests