Account Manager (1998 – 2013)Primary responsibility for developing, managing and maintaining client relationships. Liaison between team members, sales and clients focused on understanding client’s business and internal process. Provided integrated solutions based on client needs that led to customer satisfaction and increased sales productivity. Collaborated with sales on weekly calls to discuss potential pipeline transactions of $250,000+. Communicated significant deals to internal team to ensure pre-billing accuracy, invoice preparation and delivery. Project managed State/Local government, Financial, Healthcare and Distribution accounts with monthly account receivable objectives that averaged between $10M to $15M. Achieved by successfully leveraging relationships and understanding of client’s environment to integrate IBM/Client procurement and fulfillment processes that improved cash flow and customer satisfaction. Conducted surveys and on-going dialogue with clients by identifying, developing and implementing solutions that resolved customer issues. Communicated with customers to promote awareness of e-tools to gain anytime access to their account information to become self-sufficient. Reduced call volume and increased client satisfaction. Interfaced between clients and sales on administrative related matters which freed up sales to focus more time on selling. Wrote and implemented internal process that tracked third party payments with Excel spreadsheet, which was communicated to senior management for forecasting and decision making. Recognized for leadership with special “IBM Means Services” awards. Partnered cross-functionally with internal team to provide global support for international accounts. Resolved contracts/services/billing related issues. Persuaded clients to pay by ACH (Automated Clearing House) and eliminated payment by checks, which reduced “days sales outstanding” and optimized company’s investment opportunities.

Provided direct support to sales and clients for a variety of business needs that included, financing options, backlog coordination/management and billing/receivables. Collaborated with sales, pricers and Legal in development of contract alternatives that resulted in the best financial solution for IBM and client. Results led to increased revenue opportunities, improved business process and increased client satisfaction.

Account managed all administrative activities including; order configuration, order entry, backlog management, contracts, installations, billing and collections. Single point of contact for sales, conducted monthly backlog reviews to provide complete account updates. Tracked business results and reported trends to the CSO (customer support organization) management team and Sales Executives. Sales team relied on my leadership skills in executing total client fulfillment.