Customer Success Manager
• Had full accountability for the growth and management of strategic client partnerships. • Managed key partner business relationships that generated an annual revenue of $3.2 million in annual revenue.• Provided continuity and insured a seamless experience spanning all stages of a client’s relationship; from sales through ongoing service. • Maintained a strong understanding of benefits administration, carrier sales channels (brokers/consultants), technology, business process outsourcing and strategic planning. • Provided both operational and thought leadership for partner client. • Notable Accomplishment: Extended contracts for two customers by 3 years, updated service level agreement language, increased product use and rates by 35%, and built in opportunity for future revenue. • Assisted in the sale, contract negotiations, and implementation of multiple 3 year, contracts.• Tested and conducted quality assurance, validated for technical feasibility and product quality for client relationships based off outlined requirements within current contracts.• Assisted VP in conducting quarterly business reviews of key clients. • Conducted lean process improvement activities for clients to drive higher efficiency, and customer satisfaction. • Utilized crisis intervention techniques and contingency planning in crisis situations with clients. • Maintained knowledge of current retention and business strategies.• Followed a detailed program schedule and reported for turnover and out of compliance metrics as required. • Conducted an analysis of the department’s documentation and procedures. Reported findings and my suggestions to improve the overall efficiency and support to leadership team.• Communicated and presented technical information to a diverse audience in a variety of circumstances to facilitate communication with the cross-functional teams to build rapport with both internally and with clients.
