Susan leads our team of support and implementation professionals to ensure the success of customer onboarding and ongoing support for business clients and partners. She oversees the end-to-end customer implementation process, ensuring smooth onboarding and the timely launch of products or services. During the implementation phase, Susan guides customers through any challenges and ensures successful outcomes. Susan also monitors ongoing customer support and ensure that any issues are addressed promptly and effectively and uses customer feedback and data to identify areas for improvement in products, services, and processes. Through metrics and reporting, she establishes KPIs to measure success of implementation and support efforts. Susan strives to build and nurture strong relationships with key stakeholders in client organizations, ensuring a deep understanding of their needs and challenges.
Susan demonstrates a strong track record of leading cross-functional teams and managing client-facing functions while providing excellent interpersonal and communication skills, with a passion for delivering exceptional customer experiences. She’s an excellent problem solver, demonstrates proficient project management and analytical skills and has a deep understanding of the industry in which the company operates, with an ability to understand client pain points and business goals.
Prior to joining SE, Susan served as a patient coordinator and clinical reviewer in the bariatric surgery program at the Medical University of South Carolina (MUSC), where she was responsible for collecting and abstracting data to submit to American College of Surgeons to ensure program maintained its Center of Excellence status. Also at MUSC, Susan continued her commitment to quality care by serving as the sole MBSAQIP’s Metabolic and Bariatric Surgery Clinical Reviewer.
