Memory Dikes Email & Phone Number

• Managed a team of 12 Customer Success Managers, that were responsible for approximately 300 clients, with an annual revenue of approximately $39mil.
• Responsible for customer retention and reducing churn.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Implemented new technologies to streamline operations, reduce costs, and improve customer service.
• Created monthly reports for senior management summarizing operational performance metrics.
• Defined and implemented staff compensation and incentive programs, motivating team to achieve targets.

Addison, Texas

• Managed 41 clients, with an annual revenue of approximately $2.9mil.
• Responsible for renewing contracts, with a 98% renewal success rate.
• Maintained a thorough understanding of client specific business processes to identify where specific application of the HCM software can meet their objectives.
• Trusted advisor to the client by consulting and demonstrating solutions through various client touchpoints; starting with client implementation meetings and training, ongoing post go-live training and demonstrations.
• Be able to overcome objections and eliminate roadblocks.
• Developed and maintained close relationships with key management sponsors of accounts (from key users to C-level).

• Developed and nurtured long-term relationships with a portfolio of high-profile clients, providing insights to key stakeholders and C-Suite level contacts.
• Served as the client's advocate and acted as the liaison between clients and internal cross-functional teams.
• Managed, onboarded, and trained the full suite of SaaS products for 70+ clients.
• Monitor product usage and perform proactive client reach outs to ensure the client's users remain engaged with the product.
• Deliver business reviews to key decision makers, clearly articulating the ROI and identifying any upsell opportunities.
• Exceeded company retention goals by identifying and resolving issues, being the client advocate, ensuring they remained engaged and satisfied.

• CONEXIS is committed to helping Employers lower expenses by providing services that help employees, former employees, and retirees obtain or maintain health coverage, battle the rising costs of healthcare by.
• Managed and retained high-profile Strategic Partners by communicating on a regular basis with the HR Executives to develop a productive ongoing relationship. Worked with the clients as the subject matter expert to.
• Analyzed data and reports to determine performance levels and trends, identifying areas of improvement. Worked collaboratively with the client to make informed decisions with all resources and key contacts, including.
• Function as the lead point of contact for communication with the client and all internal departments during implementation, renewal, and renewal negotiations, throughout the life of the account. Managed special.
• Served as the client and member advocate resolving any customer service issues, including claims, billing, and enrollment eligibility with the vendors.

• Maintain corporate accounts for their employee benefits.
• Responsible for the marketing, implementation, education, and servicing of prospects and renewal groups.
• Work with the client to determine if their business needs included commercial products and helped cross-sell those products.
• Work with groups, members, and carriers to resolve any employee benefit issues.
• Work with teams to assess and manage risk for the business needs of the client.

• Maintain 80+ accounts including both Small Group and Large Group.
• Responsible for the marketing, implementation, education, and servicing of prospects and renewal groups.
• Responsible for negotiating renewal rates and benefit plan designs to best suit the clients needs.
• Interpret products, plan designs, and policies of respective carriers to clients.
• Work with groups, members, and carriers to resolve issues within a broad spectrum including claims, billing, enrollment, eligibility, etc.
• Conduct Open Enrollment meetings for members.

Dallas/Fort Worth Area

• Responsible for initial implementation and enrolling new groups in Medical, Dental, and Life plans.
• Responsible for resolving specific group/member issues involving claims, billing, enrollment, eligibility, policies/procedures, product and benefit designs.
• Engage broker and group in building successful business relationships.
• Responsible for retaining a book of business of 80+ Large Group accounts.
• Conduct Open Enrollment meetings for members.

Arlington, TX

• Supply clarification to customers regarding benefit inquiries for new and existing business.
• Responsible for retaining business in the Oklahoma Region.
• Respond to Broker questions and oversee resolutions related to: --Medical, Dental, Life and AD&D benefits --Product and plan comparisons --Explanation of benefits for renewal and alternate plan designs --Explanation of.
• Actively engage brokers in building successful sales support relationship.
• Investigate customer escalated issues.
• Track Broker issues and questions.