Cami Hamilton, Customer Success Leader Email and Phone Number
➥ I am a strategic, driven, and focused professional with a seasoned customer success background, a history of optimizing customer-facing processes, and a talent for aligning teams around common goals. I combine over 15 years’ experience providing customer success leadership and account management oversight for multiple high-profile organizations; shaping top-tier teams of customer-facing staff through on-the-job training, continuous feedback, and mentorship; delivering a highly differentiated customer experience that fosters brand-loyal clients; and carefully shaping the processes and policies that sustain an efficient, productive, and highly competitive organization. ➥ I am a supportive team leader with a strong ability to take charge of projects, train and empower others, and motivate those around me to do their best work. I believe a leader’s primary duty is to cultivate, professionally develop, and inspire her team. I have the ability, expertise, and coaching skills to drive my team to success. ➥ I have the communication skills to clearly articulate my vision, persuade people to take action, and get the ball rolling in the right direction. Whether I’m sending out emails, communicating with a customer, presenting to a crowd, or anything in between; I communicate quickly, accurately, and effectively. ➥ I am an effective listener who absorbs information like a sponge and doesn’t rush client interactions to close a deal. Rather than treat clients as a means to an end, I handle each one with patience and understanding. I listen to each customer’s goals and pain points so I can better align their needs with what I’m offering. This makes each customer interaction more relevant, meaningful, and solutions oriented. ☛ Key Skills ☚ ✦ Strategic Planning✦ Customer Success✦ Project Management✦ Client Retention✦ Account Management & Growth✦ Business Development✦ Up-Selling & Cross-Selling✦ Opportunity Creation✦ Customer Service✦ Program Management✦ Team Leadership✦ Cross-Functional Collaboration✦ Mentor & Coach✦ Problem Solving✦ Process Improvement✦ Relationship Building
Archimedes
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Product DirectorArchimedes May 2024 - PresentBrentwood, Tennessee, UsResponsible for overseeing the development and maintenance of a white labeled product for a national enterprise client. Own the client relationship and am accountable for ensuring the product meets or exceeds contracted service level agreements. Work collaboratively with the client and cross-functional teams to provide consultative solutions. Support internal customers in product development to continually improve data quality, efficiency and enhance the user experience.Key Contributions: ➥ Serve as the primary leader responsible for maintaining and growing the client relationship and ensuring product success. ➥ Perform customer needs research to create a product roadmap for system enhancements, improved reporting and define the overall product’s vision. — Identified three distinct product roadmap stages for roll-out, created detailed timelines and benchmarks for completing and measuring each stage. ➥ Coach and mentor two direct reports on providing excellent client account management and data analytics, as well as individual performance goals.
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Customer Success Program Manager, Account ManagementRxbenefits, Inc. Jan 2022 - Dec 2023Birmingham, Alabama, UsAs Customer Success Program Manager, I was accountable for leading cross-functional teams of 5-200 members. I equipped the account management team with all the knowledge, tools, resources, processes, policies, and job aids to be successful in their roles. To carry out my mandate, I managed a suite of projects to drive greater efficiency in account management workflows, facilitate commercially successful product rollouts, strengthen partner and inter-departmental relationships, and resolve complex interdependency issues. Some of my contributions include: ➥ Served as strategic advisor to account management leadership; provided guidance in the areas of policy design, process improvement, issue resolution, communications, and training. ➥ Drove the development of value-added solutions to complex problem areas and process gaps. ➥ Trained and mentored peers to close knowledge/skill gaps and elevate team performance. ➥ Led a suite of continuous improvement initiatives to expand business capabilities, facilitate the development of competitive new products or services, and foster a culture of innovation, ongoing learning, and operational excellence. ➥ Established a cross-functional collaborative model to ensure seamless project rollouts. ➥ Project managed an audit of the CRM system to ensure proper recording of clients’ plan classifications and successfully identify plans that meet IRS guidelines; increased compliant clients from 2-3% to 98%. ➥ Worked with the Pharmacy Benefits Manager (PBM) strategic relations team to compile, synthesize, and disseminate relevant program information. ➥ Collaborated to create a communications plan and streamline emergency response workflows across 3 timelines. ➥ Developed an execution roadmap for new product/program launches, organizational changes, and messaging. ➥ Automated 17 reports addressing 85% of clients’ account management needs, resulting in a 20-30% increase in account management capacity. -
Strategic Account ExecutiveRxbenefits, Inc. May 2020 - Jan 2022Birmingham, Alabama, UsAs Strategic Account Executive, I was responsible for managing a portfolio of strategic accounts to drive sales of RxBenefits’ PBM solutions. Here are some of the ways I’ve made positive contributions to business performance: Built trusted-advisor relationships with clients; ensured value realization of their investments in RxBenefits products or services. ➥ Provided a highly differentiated customer experience; maintained a 97% client retention rate over tenure. ➥ Periodically repaired frayed relationships to save at-risk accounts. ➥ Retained the 2nd largest client in the book of business by resolving pain points and restoring trust. ➥ Exceeded quarterly sales targets by 15% on average. ➥ Developed account-level strategies and business plans to ensure continued growth and profitability. ➥ Produced and delivered sales presentations that effectively captured the benefits, upside potential, and unique value proposition of RxBenefits products. ➥ Led and mentored 3 direct report account managers, providing them with a strong foundation in sales presentations and account management. ➥ Delivered monthly trainings for the strategic account management team. ➥ Led monthly peer meetings with 40-60 Strategic Account Executives to facilitate knowledge sharing.
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Senior Account Manager | Account ManagerRxbenefits, Inc. Jun 2017 - May 2020Birmingham, Alabama, UsI joined RxBenefits in 2017, where I managed 30+ client accounts to generate sales of tailored solutions and PBM services. Some of my contributions include: ➥ Maintained a 98% client retention rate over tenure, well above the corporate average. ➥ Contributed to a 95% customer satisfaction rate and 76+ Net Promoter Score (NPS). ➥ Routinely capitalized on cross-selling or up-selling opportunities, resulting in 20% revenue growth. ➥ Maintained and continually strengthened relationships with client teams, resulting in 15% revenue growth from existing clients
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Client ManagerArthur J. Gallagher & Co. Oct 2015 - Jun 2017Rolling Meadows, Il, UsBetween 2015 and 2017, I managed a book of business, participated in new sales RFP efforts and assisted in training new account managers and broker consultants, providing them with a strong foundation in group benefits, processes, and best practices. Some of my contributions include: ➥ Reduced client costs by 15% by recommending plan changes, benchmarking costs, and negotiating competitive pricing with vendors. ➥ Maintained a 95% client retention rate. ➥ Increased revenue from existing clients by 25%. ➥ Planned, implemented, and hosted client education summits. ➥ Participated in strategic planning discussions, authored competitive proposals, and expanded the service portfolio to increase net new revenue by 20%. ➥ Proposed a SWOT analysis to gain a clear understanding of the market and customer needs. ➥ Created a target list to drive business development efforts, successfully securing the Washington Trust Bank account. -
Account Manager - Group BenefitsMoloney + O'Neill Sep 2009 - Jun 2015Spokane, Wa, UsI joined Moloney + O’Neill in 2009, where I managed 30+ local and national client accounts, including a large multi-employer trust client, to generate sales of tailored solutions and employee benefit services.Some of my contributions include: ➥ Drove alignment between client goals, and product strategies and organizational goals, resulting in a 15% increase in revenue from new clients and a 20% increase in revenue from existing clients.➥ Conducted full scope renewal analysis and market review, utilizing plan performance and financial reports to determine and recommend optimal renewal strategies to key stakeholders. Resulted in a 96% client retention rate and a 10% increase in overall revenue.➥ Consistently delivered exceptional service, communication and customer experiences, resulting in consistently positive client feedback.➥ Created highly competitive RFPs that resulted in a 40% win rate for new business opportunities.➥ Performed a full RFP and ROI analysis for the feasibility of an onsite employee wellness clinic for my client Smith & Wesson. The outcome resulted in facilitating the implementation of an off site clinic, to also accommodate employee families and services to include physical therapy.
Cami Hamilton, Customer Success Leader Education Details
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Lsu ShreveportMaster Of Business Administration - Mba -
Eastern Washington UniversityMarketing & Human Resources Management And Services
Frequently Asked Questions about Cami Hamilton, Customer Success Leader
What company does Cami Hamilton, Customer Success Leader work for?
Cami Hamilton, Customer Success Leader works for Archimedes
What is Cami Hamilton, Customer Success Leader's role at the current company?
Cami Hamilton, Customer Success Leader's current role is Client Engagement & Retention | Account Management & Growth | Business Development | Up-Selling & Cross-Selling | Program Management.
What schools did Cami Hamilton, Customer Success Leader attend?
Cami Hamilton, Customer Success Leader attended Lsu Shreveport, Eastern Washington University.
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