Stephanie Richardson Email and Phone Number

Own the post-sales relationship for a portfolio of Medium to Large Enterprise clients, driving adoption & optimization, tracking customer health, and increasing value across the Kainos SMART suite of products. Grow recurring account revenue through product expansion opportunities, while also ensuring customer satisfaction and retention.• Management of the commercial process for product renewals and upsells, including pricing negotiation and contract execution.• Deliver exceptional customer experiences through strategic account & success planning and communications.• Serve as the Voice of the Customer advocating for process & product enhancements while partnering with cross-functional teams including Sales, Delivery, and Product to manage escalations and customer risks.

Oversaw delivery of post-implementation Workday services for a portfolio of Medium to Large Enterprise clients. Ensured customer satisfaction through the successful delivery of all services and timely conflict resolution. Partnered with Professional Services to develop strategic roadmaps to drive product adoption and optimization. Worked alongside Sales to identify growth opportunities and drive retention.• Led in revising the company’s global Voice of the Customer procedure; a vital business component used to collect client feedback, measure client satisfaction, identify delivery challenges and tailor delivery decisions to create a better overall client experience.• Successfully worked with management on an initiative to improve knowledge sharing across Professional Services, including improved coordination with Sales and developing consultative skills.

Managed a portfolio of client accounts through the full life cycle of the client experience from onboarding, to ongoing support and services, to client retention and building relationships with key stakeholders. Working in a cross-functional environment, partnered with internal departments to understand client needs and provide the efficient, expected delivery of all services. Served as the primary contact for client escalations, addressing key challenges and ensuring the timely resolution of all issues.• Managed a team of Systems Admins & Systems Engineers• Developed training manual for the Client Relations team• Provided training and ongoing mentoring to Client Relations team members• Awarded Client Relationship Manager MVP

Provided essential support for Account Supervisor for key agency client, alternating between day-to-day necessities of account management and specific, targeted project management, for three separate work areas: marketing & branding, seasonal recruitment, and web/interactive initiatives. Assessed organizational needs and leveraged internal resources to successfully drive projects and initiatives forward. Ensured highest standards of quality and development for projects with media placement budgets ranging from $600k to nearly $1M.

Liaised between organization and numerous key clients on day-to-day basis to ensure sound and long-term business relationship through communication and coordination. Instrumental in assisting development and execution of strategic media plans through leadership and management at tactical levels, including needs assessment, advertising purchasing, and campaign implementation on multiple projects concurrently. Provided media price quotes, secured media placement, coordinated creative development, obtaining client approval, and managed account billing.

Helped to rebuild advertising department from ground up, acting as sole contact and manager until continuous success allowed for recruitment, hiring, and training of expanded team. Effectively maintained existing business relationships while seeking opportunities to expand and develop department. Consistently coordinated with Art Department for layout and final proofing processes. Personally reviewed every advertisement that was accepted and published in order to maintain customer, purchaser, and business expectations. •Oversaw all department recruitment once expansion initiative was implemented, including recommending hires and providing training and orientation on company/department policies and procedures. •Improved overall workflow and decreased department inefficiencies by developing comprehensive restructuring plan.

Managed daily advertising activity, including providing price quotes, scheduling ad placements, coordinating billing and creative development. Key participant in company transition by expanding role to selling advertising as well. Assigned to manage business for over 30 advertising agencies and oversaw small sales territory consisting of more than 250 colleges and universities.