Erica Ford

Erica Ford is Client Engagement Manager at FMG Leading, an advisory firm that exists for the people on a mission to make the healthcare system work, better. She is a dynamic customer success and project management professional with extensive experience in healthcare technology, client relations, and clinical operations. With a strong background in optimizing customer engagement, leading cross-functional teams, and driving process improvements, Erica has successfully managed large-scale projects and client relationships across multiple organizations. She brings a unique blend of analytical thinking, problem-solving, and interpersonal skills to every role, and her ability to analyze complex business challenges and implement strategic solutions helps clients optimize workflows, increase efficiency, and foster strong stakeholder relationships.

Most recently a Customer Success Manager at DocNow, Erica leveraged her expertise in customer relationship management, retention strategies, and process optimization to enhance the client experience and maximize ROI. She collaborated closely with internal teams to ensure seamless onboarding, technical support, and proactive problem resolution while identifying new revenue and cross-sell opportunities to drive business growth.

Previously, Erica held leadership roles in operations and project management at American Oncology Network, American Diabetes Association, and The Society for Post-Acute and Long-Term Care Medicine, where she spearheaded process improvements, streamlined operations, and managed high-performing teams.