I propel client satisfaction by providing bespoke solutions within Gartner’s extensive knowledge base of thought leadership, strategic planning, and management consulting resources.◇ Build and manage relationships with 120+ enterprise clients, including C-suite leaders and junior stakeholders across industries such as healthcare, travel, IT, marketing, supply chain, technology, finance, and banking; assess specific client needs for new initiatives and projects to identify solutions that proactively address operational roadblocks.◇ Boost revenue and client retention, creating value through Gartner license recommendations based on functional and individualized priorities.◇ Serve as mentor to various Client Success Associates; support career development by providing personalized guidance and coaching on client engagement, conflict resolution, and needs assessment skills as well as company best practices. ◇ Maximize revenue across accounts by meticulously analyzing performance data for client engagement opportunities.◇ Continuously improve Gartner products and processes via cross-functional collaborations with key internal stakeholders across product, sales/account, and back office operations.Select Achievements◇ Consistently achieved top ranking for retaining highest revenue volume with 120+ accounts; expertly identified client pain points to provide tailored Gartner resource solutions.◇ Attained top performance for client engagement metrics, delivering highest number of client review/plan sessions by leveraging consultative approach.◇ Streamlined client rescheduling process by two hours daily after piloting automated scheduling feature; worked with back office team to devise email process that enabled improved visibility for Client Success team member availability. ◇ Instrumental in advancing career growth for numerous mentees, resulting in multiple promotions within company.

Managing the onboarding and implementation of Gartner research memberships for high-profile clients, I built rapport and gathered information to customize Gartner memberships to account-specific needs. ◇ Leveraged extensive product knowledge to comprehensively support wide array of client business needs, including human resources, finance, and IT.◇ Optimized customer experiences by coordinating with client success, account management, and technical teams to ensure smooth introduction of new memberships into internal system.◇ Fortified performance of global and regional sales team via development and facilitation of multifaceted product training that prioritized client needs and new product models.Select Achievements◇ Bolstered department-wide performance after appointment as Department Mentor for North America region by senior leadership; created and executed holistic training curriculum across products and membership configurations. ◇ Achieved mentorship role following consistently excellent performance review ratings.◇ Expanded adoption of Gartner mobile application as Gartner Mobile Subject Matter Expert (SME); partnered with product team to define core client features, providing insight-driven feedback to guide development.◇ Championed NCE team process for driving adoption, training all employees on application utilization.◇ Delivered highest level of engagement within 30 days of client onboarding for launch of new product, Gartner for Technology CEOs.◇ Streamlined and strengthened dissemination of client information from NCE to key customer-facing units; supported design and implementation of digitized Post Call Follow Up process.

I enhanced business development operations by managing key relationships with our sales team members and serving as a licensing and contracting Subject Matter Expert.◇ Provided critical recommendations on designing contract terms such as pricing, duration, technical verbiage, and product offerings.◇ Cross-functionally collaborated with experts in legal, pricing, and product development functions to ensure compliance and alignment with Gartner internal requirements and best practices.Select Achievements◇ Received Employee of the Month award for customer service excellence; worked closely with Account Executive to develop bespoke contract renewal solution with unique billing cycle that ensured budget viability for client.

I maximized customer satisfaction and drove referrals by building strong relationships, maintaining peerless customer service, and delivering positive financial solutions for private bank clients.Expanded revenue opportunities and client engagement with mobile banking app; partnered with Branch Manager to lead customer training sessions on mobile app features while highlighting various additional banking products.

Strategic Partner Relationship Management · Needs Assessment · Data Analysis · Staff Development · Staff Training · Staff Mentoring · Customer Success · Continuous Process Improvement