Senior Manager, Customer Experience
Current⦁ Oversee an account management team of twelve that is responsible for developing and maintaining relationships of over 400 accounts with total revenues over $50 million.⦁ Personally own and manage a select group of the largest, most strategic accounts with total revenues over $8 million⦁ Understands clients’ specific organizational goals and needs and develops account plans to help them achieve their goals, leveraging our product/service offering. This includes uncovering/driving upsell opportunities by determining compatibility with products and services⦁ Contributes to creation of annual revenue targets, by client, and diligently works to achieve program-specific success measures.⦁ Supports and provides guidance to the Project and Platform Management team on a successful transition plan during implementation that addresses post launch support. Also partners with the team to manage change requests for existing programs. ⦁ Travel on RFP presentations with senior leadership and the sales team with the goal of winning new business. ⦁ Responsible for penetration and retention of business within book of Regional accounts in partnership with sales team.⦁ Identifies/anticipates attrition risks and mitigates risk to retain relationship.⦁ Proactively finds new ways to improve account performance and use the appropriate judgment and initiative to respond to customers in an effective and timely manner.
