Summary
Overview
Work History
Education
Skills
Affiliations
Websites
References
Timeline
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SHANNON JULIANO

SHANNON JULIANO

Waltham

Summary

Dynamic leader with a proven track record at Welkin Health, achieving 49% account expansion and significantly enhancing customer satisfaction through strategic project management and process optimization. Expertise in Salesforce and team collaboration drives results and strengthens customer relationships, aligning with business objectives to maximize revenue growth.

Overview

18
18
years of professional experience

Work History

Head of Customer Success / Project Management

Welkin Health
San Francisco
04.2021 - 05.2025
  • Expanded accounts by 49% from 2022 to 2024 through strategic prioritization of feature deliverables.
  • Generated 45% quarter-over-quarter growth in Professional Services Revenue from upselling efforts.
  • Strengthened customer renewal rates with a focus on securing multi-year agreements, achieving a 27% margin in 2024.
  • Compiled essential KPIs for board presentations, highlighting key growth metrics and insights.
  • Interfaced with Sales, Product, Engineering, and Support teams to advocate for customer needs.
  • Guided a team of three in executing customer implementations, maintaining budget adherence and timelines.
  • Implemented enhancements across support procedures and onboarding processes, elevating customer satisfaction.

Senior Project Manager

Welkin Health
San Francisco
01.2021 - 04.2021
  • Coordinated daily project management activities to facilitate successful launch on Welkin's platform.
  • Communicated customer requirements to product and engineering teams, categorizing requests effectively.
  • Implemented project management software, increasing team efficiency by over 70%.
  • Spearheaded customer training program, resulting in an 85% improvement in satisfaction scores.

Project Manager - Buy Side Implementation

Broadridge Financial Solutions
Boston
09.2019 - 12.2020
  • Oversaw governance of multi-stream client implementations as Lead Project Manager.
  • Delivered RCM implementation and automation projects within timelines, achieving customer satisfaction ratings exceeding 75%.
  • Increased project delivery efficiency by 70% through implementation of Smartsheet tracking systems.
  • Facilitated improved project transparency by communicating goals and expectations to stakeholders.
  • Reviewed post-implementation customer KPIs, including reductions in accounts receivables days and optimized billing workflows.

Project Manager - Capital Markets

Broadridge Financial Solutions
Boston
07.2018 - 09.2019
  • Executed project and program management in Capital Markets Revenue and Expense Division.
  • Documented processes to create a best practices library and organize knowledge transfer sessions.
  • Successfully managed multiple high-profile technology projects, ensuring adherence to timelines, quality, and budget.
  • Led cross-functional teams to deliver complex technology projects on schedule and within scope.
  • Facilitated effective communication between technical staff and executives to enhance project execution.
  • Developed comprehensive project documentation, including RAID Logs and metrics reports, enhancing transparency.
  • Demonstrated expertise in contract analysis, consulting services billing, and revenue recognition in technology sector.

Business Analyst / Project Specialist - FX Trading

State Street Corporation
Boston
04.2007 - 07.2018
  • Responsible for financial analysis, process oversight and reporting of the Foreign Exchange Business.
  • Created various reporting models for improved accuracy and efficiency in order to reconcile daily, MTD, and YTD activity.
  • Successfully managed financial analysis and reporting processes for a major FX trading company, increasing efficiency and accuracy.
  • Conducted thorough validation of FX reporting outputs, ensuring precision and accuracy in data presentation.
  • Managed and prioritized a robust issues tracking system, improving software development timelines and outcomes.
  • Maintained and strengthened relationships with executive-level management, ensuring alignment of divisional and corporate goals.
  • Developed comprehensive procedures for generating and analyzing FX reports, leading to improved timeliness and efficiency of reporting cycles.

Education

Bachelor of Science - Business Management

Bentley College
Waltham, MA
05.2003

Skills

  • Project Management Body of Knowledge
  • Help desk management
  • Business requirements
  • Process optimization
  • Performance management
  • Customer Success
  • Change management
  • Customer relations
  • Team collaboration
  • Key account management
  • De-escalations
  • Microsoft Office
  • Google Workspace
  • Zendesk
  • Smartsheets
  • JIRA
  • Dr First
  • Health Gorilla
  • Acuity
  • Salesforce
  • Notion
  • Sisense
  • SOC 2 audits

Affiliations

  • Waltham Youth Lacrosse, Program Administrator, 2021, current
  • PTO - Kennedy Middle School, Treasurer, 2023, 2025
  • Kennedy Middle School, NJHS Liaison, 2023, 2025
  • Kennedy Middle School, Wizards Game Co-Chair, 2023, 2025
  • Waltham Youth Cheer and Football, Secretary, 2021, 2023
  • PTO - MacArthur Elementary School, Treasurer, 2019, 2023
  • Waltham Youth Cheer and Football, Fundraising Coordinator, 2020, 2022
  • MacArthur Elementary School, New Playground Co-Chair, 2016, 2018
  • PTO - MacArthur Elementary School, President, 2015, 2019
  • Waltham Family YMCA, Board of Directors, 2014, 2017

Websites

References

References available upon request.

Timeline

Head of Customer Success / Project Management

Welkin Health
04.2021 - 05.2025

Senior Project Manager

Welkin Health
01.2021 - 04.2021

Project Manager - Buy Side Implementation

Broadridge Financial Solutions
09.2019 - 12.2020

Project Manager - Capital Markets

Broadridge Financial Solutions
07.2018 - 09.2019

Business Analyst / Project Specialist - FX Trading

State Street Corporation
04.2007 - 07.2018

Bachelor of Science - Business Management

Bentley College

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SHANNON JULIANO