As a CSM, I manage the client relationships and the allocation of company resources for maximizing the long-term reciprocal value of the business venture. Thus, ensuring client growth, retention and satisfaction with the Kipu product. Ensuring satisfaction and effiency with our product is number one. This is done by personally addressing any concerns and/or feedback. Advocating for clients’ needs and concerns across all areas of the company. Ensure that clients are aware of and trained… Show more As a CSM, I manage the client relationships and the allocation of company resources for maximizing the long-term reciprocal value of the business venture. Thus, ensuring client growth, retention and satisfaction with the Kipu product. Ensuring satisfaction and effiency with our product is number one. This is done by personally addressing any concerns and/or feedback. Advocating for clients’ needs and concerns across all areas of the company. Ensure that clients are aware of and trained to use new Kipu EMR features, enhancements and suite of services. Suggesting additional Kipu or Kipu Marketplace products and services based on the client's needs. De-escalating issues with high profile/complex clients by working intensively with our development staff to deliver solutions of problem areas. Working interdisciplinary with all Kipu departments by participating in development scopes, pre-launch tests, meetings, special projects etc. Show less

Maintained and fostered relationships with more than 1,500 existing client/users across the south Florida market.Hosted daily account status calls and weekly in person meetings with clients to promote product awareness and client satisfaction . I also provide training in 1:1 or group settings to over 400 clients/Users per quarter.Managed existing client renewals, major accounts, and prospective pipelines while maintaining a 93% client retention rate annually.Identified opportunities… Show more Maintained and fostered relationships with more than 1,500 existing client/users across the south Florida market.Hosted daily account status calls and weekly in person meetings with clients to promote product awareness and client satisfaction . I also provide training in 1:1 or group settings to over 400 clients/Users per quarter.Managed existing client renewals, major accounts, and prospective pipelines while maintaining a 93% client retention rate annually.Identified opportunities to cross-sell or up-sell and communicated customer needs to the appropriate team.Exceeded annual revenue goals by 32% through improving client relationships and education.Educated clients on unique insights about how best to compete in the marketplace leveraging Costar's products, illustrating the value proposition.Demonstrated the value of Costar’s products, pricing, and competitive offerings, and articulated Costar’s benefits in a manner meaningful to the client's business model. Show less

Managed a portfolio of Mid to Enterprise level merchant accounts processing on First Data's platform.Account owner responsible for direct resolution of all client inquires and concerns.Created and maintained accurate and up-to-date customer profiles including all customer interactions, Contract renewals, and complaints.Worked in-tandem with implementation team to assist clients with product training throughout onboarding to go live phase.Forged and nurtured impactful… Show more Managed a portfolio of Mid to Enterprise level merchant accounts processing on First Data's platform.Account owner responsible for direct resolution of all client inquires and concerns.Created and maintained accurate and up-to-date customer profiles including all customer interactions, Contract renewals, and complaints.Worked in-tandem with implementation team to assist clients with product training throughout onboarding to go live phase.Forged and nurtured impactful relationships with customers to cultivate loyalty, boosting customer satisfaction ratings resulting in a Net Promoter score of over 90% quarterly.Identified opportunities to cross or up-sell and communicated customer needs to appropriate team.Educated customers on relevant industry information and provided product training, , reporting, and self-service tools.Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationships. Show less

Served as point of contact between Level 2 Support and Product Engineers for on going system wide issues related to Clover Point of sales solution.Managed workload assignments through Salesforce for a team of 12 support analyst.Worked closely with Product Engineering and Operations to triage, monitor, and help resolve trending customer issues.Expediently isolated root cause and impact of time-sensitive issues and communicated findings in a clear, concise manner to audiences of… Show more Served as point of contact between Level 2 Support and Product Engineers for on going system wide issues related to Clover Point of sales solution.Managed workload assignments through Salesforce for a team of 12 support analyst.Worked closely with Product Engineering and Operations to triage, monitor, and help resolve trending customer issues.Expediently isolated root cause and impact of time-sensitive issues and communicated findings in a clear, concise manner to audiences of varying technical backgrounds.Provided operational support for launching new features, system updates and outages through the product environment.Identified opportunities to improve customer experience and work with relevant teams to implement these opportunities.Proactively identified gaps in product and processes, keeping relevant stakeholders informed with minimal guidance.Backed up company data to distributed storage centers to avoid massive data loss in event of system outages and network failures. Show less