Sara Chamma

About

I am a seasoned Customer Success Manager/ Product Marketer with over 10 years of experience in the MedTech and SaaS industries. My expertise includes customer success management, onboarding, implementation, representing the voice of customer, and customer education. I hold a Master of Public Health in Practice Management and have a proven track record of leading cross-functional teams, improving customer retention, and driving revenue growth. Proficient in Salesforce, Gainsight, and various CRM systems, I excel at identifying customer needs, developing strategic plans, and executing impactful solutions to enhance customer satisfaction and loyalty.

Experience

• Director of Customer Enablement and Education · Sycle02-01-2023

  As the Director of Customer Enablement and Education, likely contributions include overseeing customer training programs, developing educational materials, and ensuring customers are fully enabled to use the company's products effectively.

• Global Customer Success Manager / Product Marketing Manager · Medtronic10-01-2022 – 09-01-2023

  Executed the creation and global rollout of a novel customer success program, managing its adoption across multiple international markets. Collaborated with UX/UI designers to create intuitive user experiences within the Gainsight platform, achieving over 90% program adoption within 30 days. Managed a portfolio of high-value senior sales associates, providing strategic consultation and support to maintain customer relationships and ensure satisfaction. Utilized Gainsight and CRM systems to identify product gaps and inefficiencies in the sales funnel, leading to an 8% increase in upsell opportunities across program participants. Developed and executed strategic account plans to drive adoption, expansion, and upsell opportunities, aligning with overall business objectives. Conducted comprehensive product walk-throughs and training sessions on the Gainsight platform, Salesforce, and Qualtrics, ensuring seamless integration and user proficiency. Created detailed user requirements and collaborated with IT and third-party vendors to develop the necessary infrastructure for product feedback and customer satisfaction assessments. Implemented agile methodologies to manage projects from inception to completion, ensuring timely and successful delivery. Developed and executed consultative selling courses to accompany the customer success program, enhancing the sales teams ability to retain and grow customer accounts.

• Product Marketing Manager and Customer Success Manager · Whisper05-01-2021 – 07-01-2022

  Led the onboarding process for new accounts, overseeing a 90-day orientation cycle aimed at educating clients on the integration and application of AI in healthcare. Served as the primary point of contact throughout the onboarding phase, ensuring successful implementations and high client satisfaction. Developed patient education materials in collaboration with marketing departments, enhancing public awareness and understanding of AI in healthcare. Created and executed go-to-market strategies for telehealth programs, resulting in a 70% increase in initial revenue. Conducted extensive market research and data analysis to identify trends and opportunities, leading to the creation of a pilot program that increased revenue by 280%. Maintained strong relationships with key stakeholders, gathering feedback to inform product strategy and drive continuous improvement. Utilized agile methodologies to manage projects effectively, ensuring timely completion and alignment with business goals. Developed and maintained comprehensive documentation, including user guides, training materials, and marketing collateral, to support product adoption and customer success.

• Audiology Customer Success Manager & IT Support · Sonova Group09-01-2019 – 05-01-2021

  Provided remote support for over 2000 client accounts, managing software implementation, customer retention, and product education. Trained providers and created comprehensive onboarding programs, reducing support calls by 15% and enhancing customer satisfaction. Implemented proactive communication strategies, resulting in a 25% reduction in churn rate and improved customer engagement. Coordinated beta testing programs, collected user feedback, and utilized data-driven insights to drive product enhancements. Acted as the main point of contact for customer inquiries, resolving issues promptly and effectively to maintain high levels of customer satisfaction. Collaborated with product and engineering teams to address customer feedback, influence product enhancements, and ensure successful product launches. Developed and maintained detailed documentation, including training materials, FAQs, and user guides, to support customer education and product adoption.

• Senior Audiology Solutions Engineer, Customer Success, and Implementation Manager · Lucid Audio05-01-2018 – 09-01-2019

  Managed relationships with key enterprise clients, providing tailored training programs and enhancing product knowledge and satisfaction. Led cross-functional initiatives to improve customer satisfaction, resulting in a 10% increase in Net Promoter Score (NPS). Served as the main point of contact for product support, developing solutions with software and training teams to address client needs and improve user experiences. Conducted extensive market research and data analysis to identify trends and opportunities, leading to the development of innovative solutions for client retention and satisfaction. Implemented and managed telehealth solutions, providing remote support and training to healthcare providers and patients. Developed and maintained comprehensive documentation, including training materials, user guides, and marketing collateral, to support product adoption and customer success.

Education

• University of South FloridaMasters of Public Health, Infection Control Program and Design
• Product Marketing Alliance
• University of South FloridaMasters of Public Health, Practice Management
• Nova Southeastern UniversityClinical Doctor of Audiology Au.D, Audiology/Audiologist
• University of Central FloridaBachelor of Science (B.S), Communication Sciences and Disorders, General
• University of South FloridaMaster's degree, Public Health

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