Nadia Tapfumaneyi

Highly motivated individual with experience as a customer relationship manager and product expert throughout the lifecycle. Well-versed in process optimization and helping customers define and/or document stakeholder's business requirements. Adept at developing and implementing strategies to counteract business challenges and bring the customer's vision into a value-based solution. Possess extensive knowledge of the industry with a focus on client satisfaction, stakeholder relationships and driving product expansion and maturity.

Senior Success Consultant - Healthcare

CSI Healthcare IT

01/2020 - Present

Jacksonville, FL

Company Description

• Built relationships with multi-level stakeholders to uncover business needs resulting in a 30% increase in cross-selling opportunities.

• Provided leadership and served as a technical resource to onsite team; designing, negotiating, epic software testing, training, implementing, and follow through on escalations.

• Designed training materials and educated customers on technical tasks at the nations top 20 hospitals to improve customer experience.

• Designed internal process improvements to automate repetitive tasks, shortening data delivery times through informal account management and RFP.

• Collaborated with cross-functional teams to define project deliverables and customer's ongoing services resulting in a 15% increase in product utilization.

• Identified areas of improvement within existing processes through extensive data analytics and took action to mitigate risk or capitalize on opportunities.

• Lead technical design and execution for data abstraction, server workloads and application to cloud IaaS & PaaS following best practices.

Technical Account Manager

DIVURGENT

01/2016 - 01/2020

Virginia Beach,VA

Company Description

• Learned and leveraged product knowledge as well as industry best practices to increase program operation maturity and expand customer facing programs.

• Resolved common technical aspects of Epic software, including communicating with technical audiences on security, privacy and protocols for APIs/SLAs.

• Built and maintained multi-level client stakeholder relationships to ensure improved customer relationships and satisfaction.

• Developed and executed customer success plans resulting in a 25% increase in customer retention, working with C-Level executives.

• Provided regular product training, support and updates, resulted in a 10% decrease in customer churn.

• Managed product roadmap with cross-functional teams including; account executives and analysts on technical designing and architecting of client business needs towards complex solutions.

Application Support Specialist

OSF Medical Center

01/2015 - 01/2016

Galesburg, IL

Company Description

• Provided technical support for users and troubleshooting of applications issues throughout product lifecycle, Including data integrations and abstractions.

• Diagnosed network issues and configured hardware, devices, and software for 10000+ employees.

• Monitored performance metrics to detect and diagnose application issues quickly.

• Facilitated effective communication between IT personnel and clinicians during implementation projects.

• Built relationships with key decision-makers to meet customer needs resulting in a 15% increase in project efficiency.

• Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.

Bachelor of Arts (B.A.): Neuroscience/Economics

Galesburg, IL

Galesburg