Customer Satisfaction
Christine Sermini, Senior Director of Solutions Delivery, leads product implementations and client services for our family of NinePatch® customers by providing project management, account management, training, and technical support. Christine balances a love of data-driven results with a sincere desire to help vulnerable populations. As a result, she’s had a diverse career that includes both for profit and nonprofit leadership roles serving those in need of housing, food resources, health equity, and personal safety.
She earned a BA in Sociology and Statistics from the University of Massachusetts, a Master’s of Business Administration (MBA) and a Master’s in Project Management from Colorado Technical University, and she is a Certified Scrum Master (CSM).
Christine is originally from Massachusetts but has called Colorado home for the last 20 years. She’s served on a number of local and national nonprofit boards and demonstrates her commitment to improving the lives of individuals and families in her community as an Advocate with Hunger Free Colorado and a volunteer with Meals on Wheels and Silver Key Senior Services. In her free time, Christine loves to travel!
The NinePatch Approach to Customer Satisfaction
Christine credits our Customers’ happiness to three things: Collaboration, Curiosity, and Technical Expertise. We work collaboratively with NinePatch teams and our Customers to ensure that our services are impactful. We lean on our innate curiosity to better understand our Customers’ communities and the challenges they face to deliver services and solutions that meet their unique needs. We know our products and strive to share that knowledge with our Customers so they can comfortably and confidently be the face of our products in their community.
Our experienced project managers serve as NinePatch® subject matter experts, able to speak knowledgeably about our products and typical points of engagement when building a local CIE network. We leverage proven processes to lead product implementations and oversee change order completion – consistently delivering on time and within budget.
NinePatch provides ongoing opportunities for learning that empower our Customers to support end users in their community. We embraces a train-the-trainer approach, providing live training to our Customers’ Trainers and Administrators during product implementation to help them gain product knowledge and build comfort explaining NinePatch features and functionality. In addition, we provide a convenient in-app library of NinePatch Training Materials – step guides, subject-specific videos – that supports end users’ ongoing needs.
Our account managers work closely with our Customers to understand and represent their needs to our technical teams. They are hyper-focused on Client Satisfaction and as such, monitor change requests and reported issues closely, providing frequent, timely updates so there are no surprises.
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