Cami Hamilton, Customer Success Leader Email & Phone Number

United States

Brentwood, Tennessee, Us

Responsible 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.

Birmingham, Alabama, Us

As 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.

Birmingham, Alabama, Us

As 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.

Birmingham, Alabama, Us

I 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

Rolling Meadows, Il, Us

Between 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.

Spokane, Wa, Us

I 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.

Master Of Business Administration - Mba

Bachelor Of Business Administration (B.B.A.), Marketing & Human Resources Management And Services