Thomas Heiner Email & Phone Number

Hendersonville, Tn, Us

Nashville, Tennessee, United States

Vanderbilt University Information Technology is committed to delivering world-class technology and service in support of excellence in teaching, learning, and research across the university. The IT Client Success team is responsible for management of the overall relationships with customer areas across campus. As a Relationship Manager within VUIT, I work closely with my customers (departments/schools) to understand their business and to facilitate conversations and connections with the appropriate resources within VUIT to help them accomplish their business goals. Some of the key activities that I play an active role in are as follows:• Understanding customer business processes and the IT products and services that support those processes• Consulting on new work requests from customers; provides guidance in the creation of business case for project requests.• Educating customers on VUIT products, services, processes and procedures; understand how the customer utilizes products and services; identify and communicate gaps• Scheduling and coordinating periodic check-in conversations with customer representatives at multiple levels of the organization. • Acting as liaison between the customer and project team as needed throughout requested customer projects.• Researching new technologies in order to understand future customer demand and relevant IT skillsets.• Representing the Relationship Management team on VUIT projects and initiatives• Understanding the University organizational structure to be able to assist with identifying customer impact and the scope of the impact to help shape appropriate communications.

Tulsa, Oklahoma, United States

Direct the overall strategy and execution of a holistic customer engagement program at FPI Develop metrics for Executive Leadership that provide insight into customer’s business objectives, challenges, and opportunities around their technology needsAnalyze customer’s business processes and needs against current capabilitiesBuild out a deep understanding of the customer journey and FPI’s role in making it a successful one from a technology perspectiveGarner and evaluate feedback from initial adopters of new products and services throughout the launch cycleCoordinate with internal business partners and customers to identify new product needs and strategies to deploy themBuild a trusted advisor relationship with our customer’s leadership teams

Dallas/Fort Worth Area

Independently managed the BNY Mellon Performance and Risk Analytics relationship for multiple large complex institutional clients with assets in excess of $100 BillionConsulted with clients/prospects on their strategic vision and identified and developed relevant solutions to help them achieve that visionEstablished and enhanced business partnerships by building trust with key decision makersGenerated additional revenue opportunities with existing clients based on a keen understanding of their needs and corresponding solutions from BNY MellonClosed new business opportunities and cross-sells of additional services by successfully coordinating contract negotiations, pricing, technology requirements, and implementation Organized cross functional departmental resources to address existing product gaps and technology development needs while managing client expectations Guided the effective rollout and implementation of new technologies and enhancements to clients

Dallas/Fort Worth Area

Acted as the primary point of contact for adult learners interested in going back to school to obtain their Bachelors or Master’s Degree Managed the enrollment process with a team of professionals for potential students from initial inquiry to start dateEnsured student satisfaction regarding choice of degree program and applicability to overall educational and career goalsServed as a mentor in helping students to manage through adversities to ensure that they successfully achieved their lifetime goal of obtaining a college degree

Dallas/Fort Worth Area

Functioned as the key contact for large institutional public and corporate employee benefit plan trust relationships with total assets in excess of $30 billionCoordinated all service delivery and product development efforts to meet client needs, including implementation of new benefit plans, investment allocation changes, and investment strategy shiftsIdentified and pursued opportunities to expand business partnershipsConducted relationship cost analyses and managed overall account profitabilityDirected the marketing and Request For Proposal process for existing clients who were up for bid