Responsible for managing, growing, and retaining high revenue, enterprise customers Ensure successful on-boarding and implementation of programs showing success and value of VuMedi platform Build strong relationships with and act as trusted advisor to customers to ensure we are meeting their business needs and goals Conduct regular business reviews with key stakeholders to ensure successful renewals Work with cross functional teams to provide the best experience possible for our customersCollaborate with management on new processes and procedures to help scale the company while maintaining excellent service standardsAssist with training of new team members

Manage a team of 6-9 account managersInterview, hire, and retain the best possible candidatesEnsure SLA’s are met by the team to provide optimal customer service for all clientsProvide coaching and support to help the team perform and grow professionallyPlan team outings to promote a cohesive, fun atmosphereMain point of escalation for high profile client issues, work with engineering to ensure issues are resolved and maintain communication regarding that fixCreate client user guides and work with marketing to ensure they are appropriately branded to represent the companyCreate and maintain procedural documents to provide to the team and post to the company intranetCommunicate with team and other relevant departments regarding new product releases, bug fixes, and feature enhancements

Supervised team of 6-9 account managersInterviewed candidates and created training material for new employeesEnsured SLA’s were met by the team to provide optimal customer service for all clientsCreated reports for upper management to show team performanceProvided coaching and support to help the team perform and grow professionallyMain point of escalation for high touch client issues, worked with engineering to ensure issues were resolved and maintained communication regarding the fixCreated client user guides and worked with marketing to ensure they were appropriately branded to represent the companyCreated and maintained procedural documents to provide to the team and post to the company intranetCommunicated with the team and other relevant departments regarding new product releases, bug fixes, and feature enhancements

Oversaw 40-50 of the highest revenue clients managing post-sales relationships, assisting with integration questions/issues, boosting adoption, creating product awareness, optimizing existing accounts, and reducing attrition.Worked cross-functionally with Engineering, Product, Sales, and Support teams to ensure the best customer experience and provided feedback to improve the productUtilized Jira to investigate and track bugs and enhancement requests while keeping the client and internal stakeholders informed of progress and releaseInterviewed and trained new team membersDaily outreach to client partners by phone and email ranging from C-level executives to site level property managers Conducted annual reviews, offered ongoing marketing & training support, and provided business advice

Build client relationships by proactively calling main points of contact to check on health of account, understand business needs, and suggest relevant products or servicesMost successful Technical Account Manager (TAM) in completing outreach initiativesOnly TAM selected to conduct in person client meetingsDiscuss pricing options and features to change client setups and coordinate with legal team to draft contract addendaManage 40-50 assigned accounts while assisting with all unassigned client requestsTroubleshoot technical issues for clients related to our system and their accounting softwareEffectively communicate with engineering team to resolve issues that require code changes by submitting Jira tickets and working directly with software engineersAssist with client bank reconciliations and coordination with accounting team, when needed

Ensured security by verifying visitor informationSet up interviews while coordinating between multiple employee schedulesMaintained office common areas, ordered supplies, and purchased furnitureAssisted other departments with special projectsLed Culture Committee and planned off-site and in-office events for YapStone staff

Coordinated check-ins and check-outs, room availability, guest requests Communicated between all departments to ensure excellent service using the computer system as well as radio communicationChecked bills of departing guests to ensure all credits and charges were accurately appliedHandled $3,000 bank including check cashing, currency exchange, giving change, and cash advancesAssisted with guest questions regarding surrounding area, services, and planning activities Communicated with guests over the phone, via email, and in personAnswered and directed phone calls using a multi-line telephone system Banquet Server June 2009-January 2010 Acted as team leader coordinating with banquet captain to ensure smooth serviceAssisted with set up of functions checking that everything was organized according to the clients specificationsServed meals according to five star standards

Updated marketing materials for sales and catering to guarantee accurate information was given to clientsShadowed front office managers to learn how each department interacts with one anotherAnswered phones using a multiline telephone systemFour Points

Coordinated check-ins, check-outs, and guest requestsHandled $300 bank including giving out change as well as accepting cash paymentsArranged transportation for guests as well as providing information about surrounding area and local activitiesAnswered and directed phone calls using a multi line telephone system