Hedieh

Founded GoInnoMed to provide advisory services to Star/scale-up in the HealthTech sector, assisting them in enhancing their business strategies and navigating complex regulatory landscapes. For more information, please visit www.goinnomed.com.

► Led innovation portfolio for Professional Services (Education Services, Clinical & Operational Consulting Services, and IT Services), shaping a multi-horizon roadmap and implementing cutting-edge technologies (AI, AR/VR, knowledge graph) aligned with XaaS principles. ► Guided cross-functional team to 14 IP filings, 16 research-to-business transfers, and 3 market-ready value propositions in 18 months. ► Transformed research team relevance globally, establishing data-driven portfolio evaluation and fostering a culture of disruptive, customer-centric innovation. ► Provided critical support for innovation investments, OTS vendor selection, market white spot identification and future customer requirement analysis. ► Supported research leadership in determining future capability needs for disruptive service innovation portfolios, while fostering organic career growth and promotions. ► Contributed to innovation strategy by participating in writing a comprehensive XaaS business model innovation brief.

In an interim capacity within the Europe Market team, orchestrating initiative to expedite the market introduction of a unique Patient Monitoring as a Service (EmaaS) proposition to a selected number of premier customers across the region. Functioning as the liaison between the Market and the Business, supporting efforts to maximize the value realization of the EmaaS proposition. Key Achievements: ► facilitated comprehensive heat-map analysis to assess deployment and operation readiness, ensuring seamless value creation of the pioneering solution across diverse healthcare settings. ► Developed focused customer funnel and go-to-market plan encompassing pre-launch preparations, launch execution, and post-launch operations, ensuring smooth integration into existing workflows. ► Provided strategic recommendations for operational enhancements and back-end infrastructure optimization to ensure successful launch and maintenance. ► Supported sales and bid teams with key strategic resources for responding to next-generation smarter hospital tender in the Netherlands.

Orchestrated deployment and customer success efforts for one of the company's most strategic Long-term Partnerships agreements with Stockholm County Council, delivering value across three major hospitals and over 10 departments. Key Achievements: ► Led cross-functional teams in delivering time-sensitive deployment of patient monitoring solutions (including maintenance, IT and clinical services), for hospitals facing critical end-of-life deadlines and facility relocations. ► Mitigated severe supply chain disruptions by reallocating stock strategically, ensuring uninterrupted equipment delivery to critical cardiology clinics, averting potential care gaps. ► Pioneered a customer success-focused partnership model, shifting from transactional interactions to strategic collaboration, resulting in tripled customer budget allocation and markedly improved satisfaction and adoption rates. ► Recognized for outstanding performance with two awards: "Take ownership to deliver fast" reward and Star Club 2019 Nominee (Philips, 2019, Nordics).

Led Customer Success Management for 11 hospital regions with Lifecycle Service partnerships through Software Maintenance Agreement (SMA) contracts, acting as a dedicated customer advocate and cross-functional liaison to exceed delivery commitments, significantly enhancing customer experience and loyalty. Key Achievements: ► Transformed customer engagement strategy from a transactional "sell and leave" approach to a proactive, value-driven model, resulting in markedly improved satisfaction, substantial upsell/cross-sell opportunities, and enhanced retention rates. ► Architected and implemented a comprehensive partnership management blueprint (including Customer Success Management and Lifecycle Management) from the ground up, incorporating direct customer feedback to dramatically improve service delivery and strengthen the "One Philips" brand recognition. ► Catalysed organizational change by presenting critical customer insights to leadership and championing Kaizen initiatives, driving measurable improvements in delivery capabilities, operational excellence, and continuous partnership management enhancement. ► Established an effective customer governance model, integrating cross-functional stakeholders (Biomed, IT, E-Health, clinical departments) to strategically align lifecycle decisions with user needs and technical requirements. ► Launched a dynamic partnership community fostering knowledge sharing and best practices exchange, cultivating a culture of collaborative problem-solving among partners. ► Recognized for outstanding performance with the MA&TC OverDrive Award (Philips, 2017, Global).

Led consulting engagements, bringing expertise spanning strategy, operations, process development, care flow optimization, information, and communication technology, as well as project and change management. For more details, please see my LinkedIn profile.

The role entailed supporting clients in innovation management and executing strategic change initiatives across diverse industries in Sweden, Netherlands, and US. For more details, please see my LinkedIn profile.