Mary Beth Cousins Email & Phone Number

Irving, Tx

- Strengthen and maintain customer relationships, and exceed their expectations.- Act as a critical liaison and customer advocate throughout the OSV organization.- Build robust relationships with the CSM and Account Executive teams to fully understand customer requirements and business drivers.- Ensure that high-quality services are always delivered within the agreed-upon SLAs.- Take full ownership of escalations and drive them to resolution with a sense of urgency.- Manage communications with both internal and external stakeholders assertively and confidently.- Prepare regular operation reports for customers that provide clear, concise, and actionable insights.- Identify process and system enhancement opportunities and lead the execution with the appropriate operations teams.- Support customer renewal and reference programs

Irving

- Manage the customer relationship and ensure their overall satisfaction with the company's services.- Conduct regular meetings with customers to discuss OneSource Virtual's performance and identify areas for improvement.- Develop success plans that outline the customer's critical success factors, success metrics, potential issues, and recommendations for meeting goals.- Prioritize and resolve any escalated customer issues in a prompt and efficient manner.- Encourage two-way communication to promote transparency and trust.- Utilize customer relationships to obtain references for prospective clients.- Keep customers informed of any process or procedural changes that could affect their experience.- Demonstrate expert knowledge of the Workday product suite.- Collaborate with customers and the executive team to identify and resolve any issues that could impact satisfaction.- Ensure that customers are taking full advantage of OneSource Virtual's best practices to optimize their experience.

-Demonstrated effective communication skills through various channels, including phone, email, and group presentations- Managed multiple tasks independently while ensuring optimal prioritization- Collaborated closely with the Vice President of Customer Success to identify and track progress toward quarterly performance goals- Provided motivation and guidance to the Customer Success team to achieve departmental objectives- Prioritized team tasks to ensure optimal customer satisfaction as measured by semi-annual surveys- Established and maintained accountability for achieving established performance metrics- Provided constructive feedback and established performance goals for direct reports- Assumed overall responsibility for managing the customer relationship- Cultivated a trusted advisor relationship with customers to ensure their overall satisfaction with our products

• Assisted with weekly visit and hours report; identifed any variance issues, alert program leaders in a timely manner and explained/corrected the variances as necessary• Completed weekly visit and hours reporting• Processed and researched store inquires to ensure proper documentation, procedure, and follow-through

Responsible for all client communications, conflict resolution and compliance to client deliverablesWorked closely with the project team in order to maintain a continuous knowledge of project status in order to identify potential issues and/or opportunities related to the projectEnsured all processes and procedures were completed on time with the quality standards met.Managed projects closely to ensure they were within budget and profitableCommunicated the client’s goals and interests to the teamProvided regular two-way communication between the client and team, to provide strong team representation and properly set the client expectations

Primary liaison between the Customer and Donnelley’s eight member Operations teamWorked directly with Client Representatives to plan and schedule production workProvided insight and direction on Donnelley’s project requirementsPrinciple source of information for clients regarding style, format and layout of print materials. Closely monitored jobs for accuracy, quality, and timelinessEnsured finished product met client’s specificationsConstantly reviewed all phases of projects and identified opportunities for improvement

Ran kick-off meetings to define target customers, customer requirements and timelinesDeveloped and defined project goals and timeline to support success of timely product launch Direct communication with Customers to ensure progress of Customer dependent actionsClosely worked with Sales (customer requirements), Marketing (specs), Sourcing (printer and specs), Logistics (readiness timeline), and Legal (warranty) internal departments as well as external suppliers to ensure high quality, on-time deliverable productAnalyzed “Lessons Learned” at end of project to correct deficiencies and exploit opportunitiesProvided daily issue resolution as required when dealing with internal and external personnelSet priorities to ensure task completion