United Arab Emirates
Driving customer success in health IT by helping healthcare organizations maximize Oracle Health solutions. I enable seamless onboarding, adoption, and long-term engagement, advocate for client needs, and translate insights into actionable improvements—delivering measurable outcomes that improve patient care and organizational performance.
Drive customer success and adoption of Oracle Health solutions, ensuring clients achieve measurable business and clinical outcomes. • Lead customer onboarding and enablement, ensuring smooth adoption of health Information Systems Products. • Build trusted relationships with key stakeholders, serving as a strategic partner for health system IT initiatives. • Develop and execute customer success plans aligned with organizational goals. • Act as the customer advocate internally, providing feedback to product, support, and development teams. • Drive product adoption, usage optimization, and long-term value realization. • Capture actionable product insights to influence enhancements and align solutions with clinical and operational needs.
As the service succeeded, we expanded into new areas, covering the full scale of clients’ IT support within the health sector. ISO20000 99% client sat 5 year 0% attrition 100% renewal
Established and led the first Patient Services Support team outside the USA, strengthening regional health information system capabilities and enabling a follow-the-sun support model. • Built and maintained an ITIL-aligned support function from design through continuous improvement, aligned with corporate strategy. • Developed a reporting solution on a major platform without an API, overcoming budget constraints and ensuring data visibility. • Managed SLA performance and client relationships to maintain consistent, high-quality service delivery.
Led the customer experience team, driving service quality and KPI performance across three operational units. • Managed daily workflow, scheduling, and real-time service level adherence. • Coached team leads and staff, supporting onboarding, training, and targeted performance improvement. • Resolved escalations and removed operational barriers to strengthen efficiency and customer experience. • Monitored performance metrics and delivered clear operational reports with improvement recommendations.