Kelly Tietjen
About Kelly Tietjen
Kelly Tietjen serves as the Director of Customer Success at Epic Sciences, where she has significantly contributed to the launch of the Reporting and Ordering Portal for oncologists. With a background in customer success and patient services, she has a proven track record of enhancing operational efficiency and customer retention.
Current Role at Epic Sciences
Kelly Tietjen serves as the Director of Customer Success at Epic Sciences since 2022. In this role, she has implemented automation in workflows, resulting in a 70% increase in scalability for manual operations. She played a pivotal role in launching the company's inaugural Reporting and Ordering Portal, which centralized oncologists' management of patient needs. Tietjen's efforts focus on enhancing customer experience and operational efficiency within the organization.
Previous Experience in Customer Success
Prior to her current position, Kelly Tietjen worked at Tempus Labs, Inc. as a Customer Success Manager from 2019 to 2021 and as Head of Customer Success for Patients & Providers for five months in 2021. During her time at Tempus, she collaborated closely with the Chief Commercial Officer to maintain a customer retention rate of 90%. Before Tempus, she held roles at Analyte Health, where she served as Patient Services Lead and Customer Care Advisor.
Education and Qualifications
Kelly Tietjen studied at Adelphi University, where she achieved a Bachelor of Fine Arts in Acting. This educational background has contributed to her skills in communication and customer engagement within her professional roles.
Achievements in Customer Onboarding
During her tenure at Epic Sciences, Kelly Tietjen successfully onboarded 30 oncologists, achieving a reorder rate of up to 80% for the DefineMBC liquid biopsy panel. This accomplishment highlights her ability to drive customer success and satisfaction in the healthcare sector.
Salesforce Administration and Market Access Strategy
Kelly Tietjen performed the role of Salesforce.com administrator for the Oncology Business Unit, enhancing operational efficiency. She also designed an online filing system and data repository within Salesforce to support the Market Access strategy, centralizing documentation for Healthcare Payer Clients.