Act as main point of contact for customers for day to day interaction and supportManage customer onboarding, deployment, support, and product adoptionIdentify, track, and resolve support issues during the customer lifecycleTrack and monitor end-user activities to drive adoption and product successCustomer Success Lead for:- Post sale engagement and enablement- Direct Employer account management and Implementation- Management of Pipedrive, including creation of overall CRM process for implementation and ongoing management- Inbound customer support requests

Drove overall relationship management with Hyperproof customersDelivered training to end-users at customers and partner organizations to ensure they fully understand the use of HyperproofPartnered with internal stakeholders to deliver on customer feature requests, resolve product issues, and understanding of the product roadmap in the context of customer’s needs.Elevated customer and partner behavior, business needs, blockers, and successesUtilized a strategic process and data driven decisions to best support the customers satisfaction

Manage Paymode X clients, establishing and maintaining relationships to be a trusted advisor.Execute Monthly and Quarterly reviews, including status of value realization, identifying areas of opportunity, and resolving open issues and challenges; as needed, conduct more frequent checkpoints and meetings depending on the phase of the client journey.Develop and own success plans that focus on aligning Client business goals and objectives with Bottomline’s products, solutions and services.Leverage and enhance the use of data to analyze and drive Client usage, transaction volume, vendor enrollment, and other important health metricsCollaborate closely with Sales to drive new business within existing Clients by providing insights into goals, pain points, and key initiatives; identify new stakeholders within the Client organization and facilitate introductions.Understand and present our product roadmap to Clients, articulating how those investments and innovations translate to business value; leverage the roadmap for driving the Client journey.Ensure our Clients are understand and take advantage of best practices through white papers, webinars, and other thought leadership.Defend against competition while identifying and mitigating any churn risk

Manage customers through the full customer lifecycle, from initial on-boarding, scoping to successful maturity and growthConsult and train customers to leverage the best of Episerver’s solutions to optimize the customer’s ROIRepresent the Customer Success team at client facing meetings as the customer’s ‘go-to person’ on senior level account management issuesFull management of the customer renewal processMaintain and innovate the use of CRM to record customer information and to track KPI’sConduct customer presentations and product demonstrations to educate customers on how Episerver will provide added value and/or drive business valueCollaboratively work effectively with and across other departments, notably the sales team

Manage execution of the customer experience through effective planning, prioritizing, communication, and follow up.Facilitate internal and external communication to ensure messaging strategies and toolsets are consistent and align to targeted service objectives.Track, monitor and evaluate service delivery efforts impacting the customer experience.Utilize performance analytics to review and measure the quality of customer experience and associated services.Establish relationships with primary client stakeholders as a trusted advocate and service planning advisor.Responsible for end-to-end project management and delivery of customer experience improvement and projects.

I partner with our Directors of National Sales to help support the client relationships of our system-wide accounts and major transition projects. This includes day-to-day contact, account administration, and relationship support to each client. I am also responsible for driving new opportunities and revenue within existing client relationships.Internally I act as a liaison between our National Sales practice and all other specialties. This oversight into all specialties within Medicus allows me to assist with identifying client needs and expediting them to the proper teams for support and service. In addition I meet with practices on a regular basis to track the progress of all transition projects.Along with supporting client relationships both internally and externally I also support our organization's overall sales growth by managing the proposal process for new business opportunities as well as managing our system-wide contracts process for all specialties. Within the National Sales practice of Medicus I am responsible for revenue reporting and forecasting to help maintain success and ensure goals are consistently met.

Responsible for developing and maintaining effective relationships with ADP clients and is the direct client contact for retirement plan services.Responsible for communicating with clients regarding service delivery, providing assistance on day-to-day retirement plan administration, troubleshooting plan issues, and discussing the impact of select legislative requirements.Act as the primary contact for retirement plans regarding day to day record keeping matters and provides prompt customer service. Proactively communicates regularly with client to evaluate and ensure delivery of optimal service, client satisfaction and client retention.Proactively discuss and support products, services, and plan design with plan sponsors. Assist clients with requests for plan changes and ensure the necessary project plans are followed through to completion.Conduct and/or support Annual Plan Reviews via conference call or in person as necessary. Assist Sales in pre-sales meetings by attending in-person or via conference call as necessary.Communicate and/or support compliance testing results and recommend options to improve results (if necessary). Monitor plan documents for adherence to applicable rules and regulations. Assist and/or support clients in complying with year-end requirements such as minimum distribution requirements, forfeiture reallocation, 5500 preparation and Audit Package preparation and reconciliation.Monitor profitability of clients and recommend appropriate revenue generating products and services. Proactively seek out and/or support additional revenue opportunities such as M&A activity or payroll additions.DISCLAIMER: The comments on this site are my own and do not represent the opinions or strategies of ADP.

Provide technical and operational support.Identify and analyze problems, seek timely and reasonable solutions.Assist with escalated client issues.Coordinate planning, interface, testing, implementation, training, and problem resolution during implementation of new system or system changes.Participate in department projects as needed.Respond to questions from region specialists.Establish and maintain training curriculum for associates.Conduct technical and professional training for associates.Create and maintain business relevant documentation.Provide general technical and operational support in relation to the department business needs.

Promoted to CSM II - March 2014Responsible for developing and maintaining effective relationships with ADP clients and is the direct client contact for retirement plan services.Responsible for communicating with clients regarding service delivery, providing assistance on day-to-day retirement plan administration, troubleshooting plan issues, and discussing the impact of select legislative requirements.Act as the primary contact for retirement plans regarding day to day record keeping matters and provides prompt customer service. Proactively communicates regularly with client to evaluate and ensure delivery of optimal service, client satisfaction and client retention. Proactively discuss and/or support products and services, and plan design with plan sponsors. Assist clients with requests for plan changes and ensure the necessary project plans are followed through to completion.Conduct and/or support Annual Plan Reviews via conference call or in person as necessary. Assist Sales in pre-sales meetings by attending in-person or via conference call as necessary.Communicate and/or support compliance testing results and recommend options to improve results (if necessary). Monitor plan documents for adherence to applicable rules and regulations. Assist and/or support clients in complying with year-end requirements such as minimum distribution requirements, forfeiture reallocation, 5500 preparation and Audit Package preparation and reconciliation.Monitor profitability of clients and recommend appropriate revenue generating products and services. Proactively seek out and/or support additional revenue opportunities such as M&A activity or payroll additions.Implemented First Year Program for new clients of ADP. Designed procedures and structure for plans, created communication templates, and developed tracking system for new plans.

Provided timely and accurate information regarding employee benefit plans to 401k participants though phone or written interaction. Acted as the primary contact to provide information and perform financial transactions. Worked along side the Work Force Manager to log call statistics for multiple call center groups.Helped pioneer EZ Enrollment project for outbound enrollment calls, and kept all records and dashboard reports for the project.

Assisted participants with general inquiries in regards to their retirement plans, and serviced all aspects of their accountsProspected for outside accounts participants may have for possible transfer of assets

Scheduled meetings, appointments with clients, and managed calendar for top three advisors in our office.Created T & E reports for the advisors in our office as well as the Office Manager and Market Group Director.Created templates and letters for top three advisors including meeting summary letters, engagement meeting confirmations, and renewal packets.Learned Contact Manager (web-based program to manage contacts and marketing) and taught a bi-weekly class to advisors in our office.Assisted with creation of marketing documents and the submission for their approval.