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Richard Mu
Senior Customer Success & Product Leader specializing in AI-powered enterprise SaaS
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About
Enterprise Customer Success professional focused on AI-driven healthcare revenue cycle automation, owning multi-clinic accounts end-to-end from onboarding through adoption, optimization, and expansion. Demonstrated measurable operational impact (cutting per-claim processing time from ~15–20 minutes to ~3–5) and strong cross-functional leadership across Product/Engineering/Sales and customer IT/ops to resolve integrations and drive sustained usage.
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Key Strengths
- Reduced manual claim processing time from ~15–20 minutes to ~3–5 minutes via AI-assisted workflow adoption
- Built and executed structured enterprise success plans (onboarding, adoption, optimization) across multi-clinic deployments
- Aligned conflicting IT vs. operations priorities using shared outcome metrics and phased rollout planning
- Led cross-functional integration troubleshooting with Product/Engineering and customer IT to restore adoption
- Translated recurring customer workflow pain points into requirements/user stories that influenced roadmap and improved AI validation trust
- Drove land-and-expand growth by tying expansion to measured ROI (usage, throughput, efficiency gains)
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