Heather Totten
About Heather Totten
Heather Totten is a Senior Customer Success Specialist at Benefitfocus, where she has worked for over 21 years. She holds a Master's Degree in Professional Communication from Clemson University and has a strong background in bridging business and technical teams to deliver customer-focused solutions.
Work at Benefitfocus
Heather Totten has been employed at Benefitfocus since 2003, serving as a Senior Customer Success Specialist. In this role, she has contributed to the company's mission by focusing on customer-oriented solutions. She has played a key role in defining and executing customer case prevention initiatives, which aim to enhance customer satisfaction and retention. Additionally, she implements new configurable features to promote self-service options for customers and educates them on best practices to maximize their use of the platform.
Education and Expertise
Heather Totten holds a Master's Degree in Professional Communication from Clemson University, where she studied from 1999 to 2001. She also earned a Bachelor's Degree in Public Relations and Women's Studies from Western Michigan University, attending from 1995 to 1999. Her educational background provides her with a solid foundation in communication and public relations, which complements her professional expertise in customer success and technical solutions.
Background
Heather Totten completed her high school education at Three Rivers High School from 1991 to 1995. After high school, she pursued higher education, leading to her Bachelor's and Master's degrees. Prior to her long tenure at Benefitfocus, she worked as a UI/Usability Consultant at Vertex Computer Systems for one year in the Cincinnati Area, KY, from 2002 to 2003. This early experience contributed to her understanding of user experience and customer needs.
Achievements
Throughout her career at Benefitfocus, Heather Totten has developed a strong background in bridging business and technical teams to deliver customer-focused solutions. She possesses extensive experience in the full software lifecycle, which includes business requirement gathering, customer implementations, product management, and operational customer support. Her contributions have been vital in enhancing customer engagement and satisfaction.