Eric Truscott
Pittsburgh
Summary
Professional in customer success with robust experience in driving client satisfaction and retention. Skilled in relationship building, problem-solving, and delivering tailored solutions. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking.
Overview
22
22
years of professional experience
Work History
Co-Founder
Acrospire Brewing Company
12.2018 - Current
- Co-founder of a small batch craft brewery in the northern suburbs of Pittsburgh, PA
- Oversees Front of House operations
- Manages website; social media accounts; accounting of payroll, general brewery expenses; marketing, sales, and distribution of brewery products.
- Trained staff on safety protocols and operational procedures within the brewery environment.
- Oversaw financial planning and budgeting to align with business growth objectives.
- Established strategic partnerships with local businesses for collaborative marketing efforts.
- Secured lucrative partnerships by establishing strong relationships with key industry players.
- Developed marketing materials and campaigns to boost brand awareness and customer engagement.
- Grew the customer base through targeted outreach and networking events.
- Oversaw talent acquisition efforts, building a diverse team of skilled professionals who contributed significantly to the company''s success.
- Fostered dynamic and inclusive company culture, attracting top talent and reducing staff turnover.
Customer Experience Manager
Omnicell
03.2020 - 09.2022
- Direct issue resolution and customer management for assigned Hospital IDNs.
- Advocated on customers' behalf to make sure their needs are understood and addressed appropriately.
- Conducted proactive engagements to demonstrate the value customers are receiving from Omnicell solutions.
- Acted independently in making decisions that will positively impact customer relations and future product sales opportunities.
- Educated customer on new releases product and offerings.
- Managed complex problem resolution.
Manager of Account Management | Customer Success
Net Health
03.2018 - 08.2019
- Successfully managed team of Customer Success Managers charged with growth and retention of their clients.
- Restructured Account Management team from “firefighting” to Customer Success.
- Grew account list from 30 to 50 high profile/high revenue customers with ARR of $18 million.
- Created and implemented "Optimal Support Process" & "Client Engagement Process".
- Created data reports to be used by team to lead/coach customers to success.
Account Manager, Team Lead
Net Health
02.2016 - 02.2018
- Built Account Management team from one person in February 2016 to 6 members in January 2018.
- Established processes and policies, creating structure and order.
- Grew account list from 6 to 30 high profile/high revenue customers with ARR of $9 million.
- Created “At-Risk” customer program, allowing any employee to report a customer as “at-risk” of leaving.
- Simultaneously coordinated resolution efforts across multiple departments and customer.
Account Manager
Net Health
06.2014 - 01.2016
- Established and maintained a relationship with high profile, large revenue customer accounts, educating on the value of the product and new features to maximize utilization and retention.
- Managed multiple national accounts & responsible for maintaining $2.5M in annual recurring revenue.
- Managed numerous projects (simultaneously) aimed at improving performance, enhancement requests, large scale upgrades, etc. and communicated progress to leadership.
- Negotiated Interface License Agreements adding $250k revenue from July 2014 to December 2015.
- Refined process to decrease amount of time for processing interface agreements.
- Monitor Service Level Agreement metrics for compliance and report to customer on monthly basis, authorized to issue credit when necessary.
- Provided consistent and proactive communication to assigned customers.
- Coordinated with other Net Health departments to ensure SLA and contract compliance is met.
- Created process to educate customer on monthly software releases.
Product & Services Consultant
Philips MedSage
01.2010 - 01.2014
- Managed all aspects of clients by serving as the customer advocate, while building long-term business relationships.
- Consistently scored 99% in customer satisfaction polls.
- Met regularly with clients to reinforce value propositions and consult on best practices and benchmark data.
- Managed 37 client accounts consisting of over 110k patients, successfully increasing patient count year after year.
- Administered 12 live optimization programs that increased Philips Respironics market share by more than 30%.
- Collaborated with cross-functional teams to improve service delivery processes and customer satisfaction.
Team Lead-Client Support
AmerisourceBergen Technology Group
01.2006 - 01.2010
- Managed day-to-day activities of healthcare client support team, generating over $2M in annual SLA revenue.
- Ensured client support team understood and followed organizational policies and goals.
- Helped engineers achieve growth and development goals, training, supporting, and motivating as required.
- Interviewed, hired, and conducted performance reviews for support team, consisting of seven engineers.
- Compiled and analyzed metrics to improve performance in the client support center.
- Developed client support procedures, including call handling, customer email response & tiered-level support model.
Client Support Engineer II
AmerisourceBergen Technology Group
01.2004 - 01.2006
- Troubleshot and resolved problems for pharmacy automation cabinetry, electronics, computers and servers.
- Worked after-hours on-call rotation, supporting customers on a 24x7 basis.
- Documented and reported on all customer issues.
Education
Master of Science - Internet Information Systems
Robert Morris University
Pittsburgh, PABachelor of Arts - Sociology
Indiana University of Pennsylvania
PittsburghCertificate -
Additional Studies
Skills
- Relationship building
- Cross-functional collaboration
- Account management
- CRM software proficiency
- Retention management
- Customer relationship management (CRM)
- Staff management
- Microsoft office
Timeline
Customer Experience Manager
Omnicell
03.2020 - 09.2022
Co-Founder
Acrospire Brewing Company
12.2018 - Current
Manager of Account Management | Customer Success
Net Health
03.2018 - 08.2019
Account Manager, Team Lead
Net Health
02.2016 - 02.2018
Account Manager
Net Health
06.2014 - 01.2016
Product & Services Consultant
Philips MedSage
01.2010 - 01.2014
Team Lead-Client Support
AmerisourceBergen Technology Group
01.2006 - 01.2010
Client Support Engineer II
AmerisourceBergen Technology Group
01.2004 - 01.2006
Master of Science - Internet Information Systems
Robert Morris University
Bachelor of Arts - Sociology
Indiana University of Pennsylvania
Certificate -
Additional Studies
OTHER EXPERIENCE
Pittsburgh Brewers Guild, Board of Directors, current position
- Secretary - board of directors
Appalachian Service Project, 2017 - 2019
- Service work repairing homes for families in need.
Special Olympics, Alpine Sports, 2014-2020, 2023-present
- Advanced course volunteer providing safety, course management and starter duties.
Bethlehem Lutheran Church, Glenshaw, PA, 2009-2014, Jan. 2018-2023
- Chairperson of Personnel Committee