S
Starlette Denslow
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Head of Client Support
Florida, United States
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Head of Client SupportRelatientJul 2025 - Current (1 year 4 months)- Director of Client EngagementRelatientNov 2024 - Jun 2025 (8 months)• Activated three teams within a closed structure to support the full life cycle of a product line for targeted client profile.
• Reduced average case time to resolution by 44% (8.5 to 4.8)
• Increased client satisfaction by 31% (3.5 to 4.6) - Senior Manager, Payer SuccessathenahealthMar 2022 - Oct 2023 (1 year 8 months)• Managed $7.5M book of business across largest athenaPayer customers, new and established
• Strategic collaboration with Vice President of Customer Success for business process redesign, employee development and team infrastructure to align with client and corporate initiatives
• Advanced the skills of the Customer Success Management Team in forging executive relationships with clients and athena Executive Leadership Team leading to increased NPS scores and retention of multiple at-risk payers
• Designed and directed revenue initiatives aligned with Payer/Provider portfolio of products including billing alignment, correction and forecasting resulting in $1.3M yearly revenue increase
• Designed, implemented and oversaw n - Senior Manager, Customer SuccessathenahealthOct 2019 - Mar 2022 (2 years 6 months)• Led cross-functional team in business-critical projects to retire solutions while simultaneously marketing and implementing replacement solutions; surpassing $1.8M revenue goal and meeting original timeline
• Partnered with strategic customers to establish product portfolio user group and coordinate events improving customer satisfaction and retention rates
• Reduced major attrition risks by establishing direct relationship between user group and product development team. Collaboration also resulted in two strategic clients shifting from termination to NPS scores of 9
• Coached and developed Customer Success Managers in relationship development with internal and external stakeholders as well as project & program management - Team Lead, Implementation Project ManagersathenahealthFeb 2016 - Oct 2019 (3 years 9 months)• Assumed PM responsibility for escalated implementation projects delivering successful completion for customer while training internal resources
• Designed implementation project plan templates to allow individual workstyle while significantly improving success rates
• Designed process for workload balancing of Project Managers & Engineers across product lines - Manager, EDI ImplementationsGE Healthcare ITJan 2008 - Jan 2016 (8 years 1 month)• Managed resource scheduling across specialty and job bands to improve capacity and allow career growth with cross training and coverage
• Simultaneously managed successful implementation projects across three product lines as well as government mandates
• Identified and managed special projects successfully reducing cost, increasing revenue and improve customer experience - EDI Program Design & ImprovementGE Healthcare ITJan 2003 - Jan 2008 (5 years 1 month)• Designed process to establish and maintain relationships with Payers in all 50 states resulting in shift of FTEs to revenue generating roles
• Redesigned resource assignment process based on individual strengths reducing backlog from several months to one week - Team Manager, Application & Technical SupportGE Healthcare ITJan 2000 - Jan 2003 (3 years 1 month)• Implemented creative development plans for 40+ employees across the country resolving gaps in support model while supporting employee development
• Fostered interstate collaboration through creative methods such as volunteering & sub-team projects evolving three offices into a cohesive team
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