Jeff Hayden

Experience

• 

  BlueCross BlueShield of South Carolina

  May 2004 - May 2009

  Information Technology Application Manager

  As the Enterprise Application Leader, I have directed the development,testing, implementation, and maintenance of a complex Health Insurance ClaimAdjudication Application.A small selection of my accomplishments is found below:• Successfully executed an application project roadmap and clientdeliverables for the Health Insurance Claim Adjudication Application.• Build a high-performing programming team through training and mentoring,hiring and retaining top talent, and promoting professional development.• Optimized communication flow and drove knowledge sharing between IT andSystem End User Executives, Management and Staff, and US GovernmentRepresentatives,• Directed the software development lifecycle (SDLC) from discoverysessions, detailed requirements (user stories) development, developmentsprint planning, UAT plans development, and continuous releases.• Facilitated technical decision-making emphasizing applicationmaintainability, scalability, and performance in line with best practicesand software development methodologies. Show less

• 

  Blue Cross and Blue Shield of South Carolina

  May 2009 - Sept 2021

  Information Technology Client Manager

  As the Senior Leader, I have managed and grown customer relationships toensure continuous customer satisfaction.Several notable accomplishments are listed below:• Spearheaded a 5+ client advocate team to deliver outstanding customerexperiences that increased retention of accounts, timely renewals, growth,and customer satisfaction.• Fostered long-term collaborations with the Defense Health Agency, HumanaGovernment Business, and PGBA (Palmetto Government Benefits) to assurecontract delivery to established SLAs.• Acted as the single Point of Contact to manage and coordinate cross-functional teams to drive toward expedient customer-centric decisions andproblem resolutions.• Collaborative IT Leader of multiple cross-functional teams, including theInfrastructure and Software Team, Architects, Solution Designers, ProjectManager, and Business Analyst, for customer feedback and roadmapcommunication.• Established and monitored customer success objectives and metrics,including project status, SLA targets, and actuals.• Refined and optimized the customer journey by overseeing customerlifecycle processes, managing escalations from direct reports, andidentifying opportunities for continuous improvement.• Partnered with the client to evaluate and validate implementation andverification plans for the post-go-live stage. Show less

• 

  Duck Creek Technologies

  Jan 2022 - Jul 2023

  Customer Success Manager

  As the Principal Client Liaison, I have led and expanded clientrelationships throughout the full customer lifecycle from initial deploymentto renewal.My most notable accomplishments are listed below:• Strategic Partner to VP of Release Management and VP of Technology onclient feedback communication, product enhancements, and software upgraderecommendations.• Successfully ensured the renewal of a high-value account, generating over$2M in monthly revenue by consolidating long-term relationships with thehigh-net-worth client.• Drove multiple upgrades adoption by high-net-worth customers, such as 1complete in 2023, 1 underway in 2023, and 2 expected in 2025.• Expanded and deepened customer relationships and strengthened customerloyalty by leveraging a cadence of customer touchpoints.• Fostered close collaborations with cross-functional teams to optimize theOnDemand SaaS and Cloud Infrastructure product offerings by communicatingand integrating customer feedback.• Recognized Technology Expert on all Duck Creek products and services totrain and inspire customers on product adoption and optimal use of self-service software configuration deployment and data fix opportunities toachieve their business outcomes and maximum ROI.• Trusted Advisor to customers on technology adoption and usage byleveraging a deep understanding of customer business priorities and roadmap. Show less