Scott Maxwell Email & Phone Number

Los Angeles, Ca, Us

Oakland, California, Us

Manage a portfolio of 26 Labor Union accounts and representing a $200M annual book of business. Consult with multiple representatives per account regarding changes to health and pension plans. Partner with an account team and underwriting to develop data-based account acquisition, renewal, and reposition strategies. Deliver presentations regarding account strategy to senior management.Key Accomplishments:+ Secured a strategic account from another provider and influenced the client to offer Kaiser as their only carrier, a major win (40% membership growth) that required thoughtful consultation and expert relationship building.+ Achieved 327% of annual account acquisition target, delivering 1457 new members on an annual goal of 445 by securing new accounts and penetrating existing accounts.+ Addressed a gap in services that negatively affected a key account by partnering with a team of internal domain experts to build a new education program, a solution that strengthened the high-value account and increased the Kaiser’s ability to secure new accounts.+ Cultivated partnerships with individuals across the Labor and Trust department, many of whom bring deep institutional and domain knowledge, in order to better serve clients and contribute to a culture of teamwork and shared success.

Austin, Tx, Us

Promoted following Mood Media’s acquisition of 3 major music media companies: Muzak, DMX, and Independence Communications. Oversaw day-to-day retention efforts of 4 managers and 45 employees protecting a $108M+ base of recurring annual revenue. Spearheaded several major restructuring and optimization projects.Key Accomplishments:+ Managed a post-acquisition consolidation and restructuring of the company’s retention function, uniting teams from and procedures from the two largest commercial music companies into a single, cohesive group. + Developed a communication strategy to minimize business disruption, both internally and to customers, during a period of transition, resulting in no increase in account cancelations and 100% employee retention.+ Reduced costs by standardizing, automating, and training the team on a portfolio of previously disparate administrative functions, including commission and bonus tracking.+ Spearheaded redesign and implementation of a new account management compensation plan, which maximized resources by focusing the team on higher-ROI retention and incremental sales.+ Co-developed a leadership-adopted restructuring plan to streamline internal and external client support for a key product, a shift that resulted in the Director, Account Management position being eliminated.

Recruited by the President of Independence Communications (ICI) to build and manage the largest Muzak affiliate’s service and retention team. Hired, trained, and led a team of 6. Attended monthly strategy meetings with the President, CFO, and department heads. Delivered quarterly presentations to the Board of Directors.Key Accomplishments:+ Developed a strategy to centralize retention and service operations to enhance both customer and employee experiences by simplifying processes, eliminating bureaucracy, and standardizing operations.+ Introduced randomized customer surveys to gather business critical feedback and leverage customer insights to strengthen the operation by developing more effective coaching and training.+ Established and implemented individual KPIs (e.g., retention, client satisfaction, time to resolve, etc.) for internal and field representatives, resulting in a 35% reduction in account cancellations within 1 year.+ Created a service-forward strategy to address a key concern of the CFO – unpaid accounts being cancelled and sent to collections – by connecting with clients to uncover and resolve potential service shortfalls.

Promoted to manage the 15-member Internal Client Relations Representatives, as well as the 40-member retention support team. Oversaw departmental level HR, including hiring, training, performance management, and development planning. Managed several systems and process modernization projects.Key Accomplishments:+ Implemented a dedicated retention queue, enabling reps to rapidly serve clients that wanted to cancel their services, resulting in better customer experiences and increased potential for account retention.+ Appointed to a companywide team of leaders tasked with developing and implementing a modern account ledger platform, which streamlined operations and enhanced the entire account management process.+ Increased the team’s ability to proactively address potential cancelations by working with executive leadership to develop a predictive cancelation algorithm, which enabled the team to “touch base” with high risk accounts.+ Developed, trained, and managed a new 40-member retention support team, a team comprised of the company’s top performers dedicated to increasing the effectiveness of outside retention reps.

Recruited to help develop a new centralized Internal Client Relations Department, a 7-member team dedicated to customer support and retention. Fielded a caseload of 100+ calls per day. Facilitated training for the newly established department and provided ongoing coaching and mentorship to the team.Key Accomplishments:+ Collaborated with a team of 4 assigned Field Client Relations Reps to maintain ~$24M in annual revenue.+ Earned a Best of the Best award for service support, recognizing outstanding KPI performance (retention rate, response time, resolved requests, new dollars sold/added to existing base).

Managed base of accounts in the Northeast – including the high-profile NYC market – and ~$12M in annual revenues. Analyzed client goals and product / services portfolio in order to deliver customized, fully strategy-aligned recommendations. Negotiated, modified, and renewed existing agreements.

Bloomfield, Ct, Us

Managed eligibility and billing for 30 corporate accounts representing ~$10M in monthly premiums. Performed and presented monthly audits to clients and Cigna management.

Provided a broad range of support, from ensuring business continuity by monitoring systems and resolving system issues to addressing customer inquiries.