Sue joined our team in 2021 and leads our customer organization as the Chief Customer Officer (CCO). She oversees our customer growth, retention and most importantly operational excellence. Her incredibly deep background in the health plan segment, partnered with her extensive experience serving customers in growth-focused businesses makes her an invaluable asset to the team.
Roles & Responsibilities
Sue’s focus is to ensure Benefitfocus delivers excellence to our customers in implementation, open enrollment and day-to-day operations. She is responsible for the end-to-end customer experience, including customer management, the Benefitfocus Benefits Service Center and account general management. A self-proclaimed fanatic of customer success, Sue’s motto is, “Talk to everyone as if they were your grandmother. I obsess over stellar service.”
Sue attended Merrimack College in Massachusetts before receiving her Bachelor of Science in Business Administration from Emmanuel College in Boston. Upon graduating, Sue continued to move up the ranks at Blue Cross Blue Shield of MA, where she worked for 18 years. While there, Sue was part of the team who created and introduced the award-winning concierge service model, putting BCBS on the map and winning several awards. From there, Sue served as VP of North American Operations at Best Doctors, where she was brought on to scale operations, transform the culture and set the company up for success. When the company was acquired by Teladoc Health, she was tapped to lead global operations as the Senior Vice President.
Hobbies & Interests
There isn’t another person on the planet who loves rollercoasters as much as Sue. The thrill of twisty, tumultuous rides lures her in, and she says it’s impossible to visit Florida without making a stop at Orlando’s famous theme park. Fun fact: Sue was both proposed to and married at Disney World, with a guest appearance by Minnie Mouse.
In addition to customer service, Sue is inspired by her family, and seeing strong core values lived out. “My father was self-made and that really motivated me to work,” she says. “I set a lot of goals for myself and it’s important I achieve them – have a plan, follow it, make it happen, done.”