Lead the adoption, value realization, and growth of Cisco’s software and services portfolio for Fortune 500 clients in the Financial Services and Insurance sectors, managing an Annual Recurring Revenue (ARR) of $30M. Foster strong relationships with key stakeholders, including C-suite executives, to understand their business needs and design strategic success plans aligned with their goals.

* Built long lasting relationships with clients, proven through working with several key contacts for over 10 years and consistently growing the business into new areas with 75% of my client base. * Led, trained, and managed a team of Client Success Directors and Managers who were responsible for the management and growth of their client base. Responsibilities included presales, onboarding and implementation, adoption and usage, and renewals. * Partnered with IT to develop AI solutions for our customers. Led discovery calls with our clients to sell AI solutions. * Owned a client-supported technology project steering the successful rollout, training, and implementation of all processes. Supported all stakeholders including IT, Reporting, Operations, and other BPOs. This successful implementation resulted in a 10% increase in productivity through efficiencies gained and 20% reduction in costs. * Envisioned and launched a pilot Mentor Program within the Client Success team in 2020 and following the pilot’s success, assisted with the Corporate roll out in 2021. This program has improved morale and engagement, and provides additional opportunities for all employees to network, seek advice, and work with coworkers from different departments. * Revamped and published our onboarding guide, which includes detailed documentation for our company. This resource guide is updated regularly and used for training and ongoing development.

*Responsible for management and growth of high profile, Fortune 500 accounts, ranging in the client services, financial services, health care, entertainment, publishing, and media marketing industries.* Provided consistent and relevant leadership and professional development opportunities for the team supporting their own growth in hopes of sustained success*Consistently exceeded 20% growth benchmark through organic growth with current and new client development*Identified cost reduction opportunities for both clients and the company through process improvements and revised procedures*Managed new employee engagement opportunities including employee recognition events as well as collaborating with HR to implement talent retention strategies*Presented to Board of Directors quarterly showcasing current quarter progress and projected growth

*Managed a team of 3-5 Account Managers responsible for the management and support of our contact centers, technical teams, and clients. Provided superior account management contributing to ongoing growth and new business development of client base*Responsible for managing and growing company’s B2B division resulting in 200% growth*Supported and retained a growing entertainment company which was company’s largest account until 2020

*Trained and managed a team of 3-4 Account Managers providing quality results and goal-driven customer experience and satisfaction to a growing client base*Identified and assessed client needs providing detailed analysis to clients recommending revenue improvement strategies through marketing campaigns*Identified a fraudulent activity ring in a financial institution client successfully stopping over $1M in losses as a result of analyzing client activity, patterns, and other source data*Acted as a liaison between clients, contact centers, and other key stakeholders collaborating with cross-functional teams and project leadership*Developed and implemented direct marketing campaigns including email and direct mail projects*Created and analyzed regular reports improve productivity presenting and providing updates and revenue increase strategies for both clients and company leadership*Served as the primary contact for a high-profile financial services client within the first three months of employment