Summary
Overview
Work History
Education
Skills
Timeline
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SAMANTHA ROSS

Boston

Summary

Experienced in delivering innovative solutions to client challenges, with a strong focus on software implementation and optimization. A solid foundation in biological sciences from the University of Massachusetts Amherst supports a methodical and analytical approach to problem-solving within the technology space. Committed to driving efficiency and enhancing user experiences through tailored strategies that meet diverse client needs.

Overview

7
7
years of professional experience

Work History

Onboarding Specialist

Klaviyo
11.2024 - Current
  • Demonstrate exceptional multitasking abilities by effectively managing multiple SMB and Enterprise client implementations simultaneously.
  • Apply extensive expertise in Paytronix technologies to accurately configure software according to clients' program design and marketing needs, maintaining consistency between client expectations and system capabilities.
  • Identify and address project risks, effectively communicating with key stakeholders and efficiently managing project data in Salesforce.
  • Collaborate interdepartmentally to troubleshoot system issues and evaluate feature enhancement requests, vocalizing the client perspective.

Implementation Consultant

Paytronix Systems
06.2022 - 11.2024
  • Led multiple simultaneous SMB and Enterprise client implementations, demonstrating strong organization, communication, and client-facing skills in fast-paced environments.
  • Leveraged Paytronix technology expertise to configure software according to clients' program design and marketing needs, maintaining consistency between client expectations and system capabilities.
  • Identified and mitigated project risks, communicating with key stakeholders and managing project data in Salesforce.
  • Collaborated interdepartmentally to troubleshoot system issues and champion client-driven feature enhancement requests.
  • Built trusted relationships with client stakeholders through targeted training and proactive support, boosting adoption and satisfaction.
  • Drove $35,000 in MRR in FY 2023 by successfully overseeing 15 new client deployments and 5 expansions.

Application Systems Analyst

Beth Israel Deaconess Medical Center
12.2020 - 06.2022
  • Resolved user issues and inquiries for the PatientSite portal, delivering prompt support via phone and email.
  • Simplified complex technical concepts for diverse user groups, ensuring clarity and improving user experience.
  • Partnered with programmer analysts to set user expectations and provide updates on troubleshooting and resolution plans.
  • Collected and analyzed feedback from patients and providers to inform system improvements.
  • Performed routine testing of system functionality to document current state workflows and design future state workflows, adhering to regulatory compliance requirements.
  • Ensured the appropriate administrative, technical, and physical safeguards are in place to meet HIPAA and ePHI requirements.

Senior Implementation Specialist

Medical Information Technology Inc.
06.2018 - 12.2020
  • Led the configuration and troubleshooting of the HIM applications, tailoring solutions to each client’s unique workflows and requirements.
  • Coordinated with cross-disciplinary teams and external application vendors to troubleshoot and resolve support challenges.
  • Conducted hands-on, in-person training sessions for end users, traveling extensively (70%) to facilitate adoption and maximize system utilization.
  • Responded to client inquiries through support tickets, video conferencing, and phone, escalating complex issues as needed.
  • Authored detailed training materials to enhance client and internal team knowledge.
  • Spearheaded deployment of MEDITECH’s Enterprise Health Record software across six hospitals, including SaaS implementations.

Education

Bachelor of Science - Biology

University of Massachusetts
Amherst, MA
05.2018

International Study Abroad Program - undefined

Lorenzo de' Medici School
05.2017

Skills

  • System Implementation
  • Project Management
  • Client relationship management
  • Cross-functional coordination
  • Issue resolution management
  • Quality Assurance
  • Verbal and Written Communication
  • JIRA issue tracking proficiency
  • Proficient in Atlassian Confluence
  • Experienced with Microsoft Office applications
  • Experienced with Google Suite applications
  • Salesforce proficiency

Timeline

Onboarding Specialist

Klaviyo
11.2024 - Current

Implementation Consultant

Paytronix Systems
06.2022 - 11.2024

Application Systems Analyst

Beth Israel Deaconess Medical Center
12.2020 - 06.2022

Senior Implementation Specialist

Medical Information Technology Inc.
06.2018 - 12.2020

International Study Abroad Program - undefined

Lorenzo de' Medici School

Bachelor of Science - Biology

University of Massachusetts

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SAMANTHA ROSS