At go-live, I was just tasked to close tickets. But the PM called me up and said “our phone line is getting blown up by this one anesthesiologist - can you just make her happy”. I called her up, took notes for an hour, and fixed 70% of it by the next day, starting one of my all-time favorite customer relationships.
Rebuilt from scratch their procedure note forms, including billing automation enabling millions in ongoing revenue.
De-facto Product Director in addition to IC, monthly sprints of onsite visits to review product deliver, and discovery to determine direction to move in next.
Contract suddenly ended, entire team fired. I told Audrey, and 2 hours later got a call from my employer saying that I and only I had been renewed, that Dr. Long had literally kicked in the door to executive leadership and explained how valuable I was to the customer team. That contract got renewed for another 2 years.
Also built a customer Acute Pain Service workflow, tremendously elegant. Picked up on intra-procedure documentation, automatically populated a followup inpatient wordlist for the Acute Pain Service Team, served up automatic billing options.
consider combining w/ Dr. C story…pitch myself as most valuable person in the room b/c of customer obsession. “A couple of customer stories”