Summary
Overview
Work History
Education
Skills
Additional Experience
Timeline
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Louise Winter

Chattanooga

Summary

Experienced operations leader with a strong track record of driving process improvements, scaling systems, and supporting cross-functional success. Skilled in leading strategic initiatives from planning through execution, with a focus on improving efficiency and enhancing team performance. Adept at turning complex data into actionable insights using tools like Looker, Salesforce, and Tableau to inform decisions and optimize business operations. Known for building and maintaining strong partnerships across departments and levels. Thrives in fast-paced environments that require adaptability, curiosity, and a proactive approach to problem-solving.

Overview

10
10
years of professional experience

Work History

Customer Success Manager - Scaled Operations

Amwell
05.2023 - 06.2025
  • Developed and implemented processes that supported a broader customer base through automation and data insights, and self-serve resources.
  • Worked closely with cross-functional teams to streamline internal workflows, reduce manual effort, and improve the overall customer journey at scale.
  • Created reports, dashboards, documentation, and playbooks to help the team operate more efficiently and deliver consistent value to clients.
  • Maintained Salesforce hygiene across customer accounts, ensuring accurate contact details, ARR, lifecycle stages, and notes to support reliable reporting and account visibility.
  • Enhanced CRM workflows, improving data consistency and usability for CSMs and leadership.
  • Designed and optimized Calls to Action (CTAs) in Gainsight aligned with key customer moments, health scores, and engagement indicators.
  • Managed internal knowledge base content, structuring, tagging, and updating articles to enhance support.
  • Analyzed NPS data and produced trending analysis by segment, product, and customer type.
  • Built and executed targeted newsletters via Gainsight Journey Orchestrator to share product updates, engagement tips, and curated resources by segment.
  • Crafted scalable messaging templates for CSM outreach, promoting consistency and brand-aligned customer touchpoints.
  • Collaborated with Leadership to align communication cadence with business outcomes, product adoption goals, and customer milestones.

Manager, CS Operations and Process Improvement

athenahealth, Inc
01.2017 - 02.2023
  • Partnered with Customer Success and and divisional leadership to identify opportunities to drive process efficiency, simplicity, and quality.
  • Created and execute a framework/process and build plans to eliminate/reduce inflow.
  • Continuously evaluated opportunities to simplify and automate operational processes.
  • Aligned tactical work, processes, and systems across all service lines within Customer Care.
  • Created and maintained Tableau CRM and Salesforce reports and dashboards.
  • Perform routine review, audit and analysis of CS KPIs to ensure compliance; investigate non-compliant data and implement remediations.
  • Build tools to identify data discrepancies for reducing manual work.
  • Validate and automate new and existing metrics and reports.
  • Overhaul and manage Utilization Reporting using industry standard logic and internal requests; perform training.

Manager, Professional Services Operations

athenahealth, Inc
05.2015 - 01.2017
  • Managed three different teams in this timeframe, learned their business and improved on processes.
  • Streamlined staff workflows and maximized efficiencies and output.
  • Initiated and managed necessary staffing changes.

Education

Bachelor of Arts Degree -

Rutgers University
New Brunswick, New Jersey

Skills

  • Operations Analysis & Optimization
  • Strategic Business Planning
  • Cross-Functional Collaboration
  • Salesforce CRM
  • Report & Dashboard Development
  • Project Management
  • Customer Relations Management
  • Microsoft Office Suite

Additional Experience

  • Project manager/Data Analysis Associate, Professional Services, athenahealth, Watertown, Massachusetts
  • Physicians’ Services Project Manager / Data Analyst, Erlanger Health System, Chattanooga, Tennessee
  • Patient Access Information Systems Coordinator / Training Specialist, Erlanger Health System, Chattanooga, Tennessee
  • Business Process Improvement Project Manager, Erlanger Health System, Chattanooga, Tennessee
  • Senior Health Data Analyst, CIGNA HealthCare, Chattanooga, Tennessee
  • Senior Product Implementation Analyst, UNUM, Chattanooga, Tennessee
  • Director, Company Sponsored Benefits, Winged Keel Group, Inc., NY, NY

Timeline

Customer Success Manager - Scaled Operations

Amwell
05.2023 - 06.2025

Manager, CS Operations and Process Improvement

athenahealth, Inc
01.2017 - 02.2023

Manager, Professional Services Operations

athenahealth, Inc
05.2015 - 01.2017

Bachelor of Arts Degree -

Rutgers University

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Louise Winter