Dawn Grasso

Experience

• 

  McKesson

  Jan 1996 - Jun 2014

  Responsible for the development and execution of Professional Services programs and strategies for Enterprise Information Solutions. Responsible for Professional Services End User Asset Development Programs and supporting Operations Manager with forecasting and resource utilization Responsible for setting the precedence and direction with thought leadership for curriculum design methodologies, instructional techniques, learning technology, and performance-based training applications. Developed plans and strategies for multiple training programs, interventions, and activities. Direct reports increased from 4 to 18 in 8 months. Responsible for the coordination of cross-functional team management (business unit leaders, training sales support, product marketing, services, support, training development and delivery, business operations, education technology, and external customers) for the assigned product strategy and definition. Responsible for leading a team of instructional designers through the transition from instructor-led training to web-based training. Direct reports increased from 4 to 18 in 8 months. Developed plans and strategies for multiple training programs, interventions, and activities. Responsible for managing and leading the development of ILT, CBT, DL, WBT, and blended learning projects, including courses with complex technical material and design. Responsible for delivering classroom, on-site, and e-learning training programs for clients nationwide. Responsible for the development, management, and execution of comprehensive enterprise project plans including integration of interfaces and third-party initiatives.

  • Program Manager

    Dec 2013 - Jun 2014

  • Professional Services Manager

    Jun 2012 - Nov 2013

  • Learning Strategy and Development Manager, Nursing Solutions

    May 2011 - Jun 2012

  • Product Manager

    Jan 2010 - Mar 2012

  • Development Manager

    Aug 2010 - May 2011

  • Senior Development Project Manager

    Jan 2006 - Jan 2010

  • Senior Education Consultant

    Jan 1999 - Jan 2006

  • Senior Project Mgr, Horizon Practice Plus

    Jan 1996 - Jan 1999
• 

  RazorInsights

  Sept 2014 - Jan 2015

  Client Experience Specialist/Training Manager

  Responsible for independent and advanced customer support through investigation and resolving client issues, developing and managing issues lists, strategic site management, and any special projects specific to assigned clients. Responsibilities include frequent interaction with the Executive, Sales, Development, Education, and Professional Services teams and assisting clients in solving their business needs.

• 

  Athenahealth

  Jan 2015 - now

  Responsible for cross-functional team leadership and mentoring direct reports to enhance and manage the successful onboarding execution of Hospital and Health Systems customer projects. Responsible for the design strategy and training development of multiple modalities, including instructor-led and web-based training. Led a team of instructional designers in building and operationalizing training content that helped contribute to a 20%+ YoY improvement in customer satisfaction with training and documentation and a 50% YoY reduction in calls to the Customer Support Center, at $32 a call.

  • Senior Manager Customer Onboarding

    Jul 2021 - now

  • Manager, Coaching and Training Services Instructional Design

    Jan 2015 - Jun 2021