Susan Conley Email & Phone Number

When great paying clients become loyal staying clients, everyone wins. My market-proven Client Success System will help you and your team win. Loyal clients buy more from you, recommend you, and advocate for you in the marketplace. It all points to growth.My end game is to help you achieve client experience excellence within all your priority accounts. Client development skills, strategies and solutions form the foundation of my consulting, speaking, and writing. I welcome the opportunity to help you customize your own approach to client loyalty so you can enjoy all the bottom-line benefits of loyalty economics. __________________________________________________________________________________________________________Recommendation From Laura Mills, Accenture Strategy Consultant: “For decades, I’ve either worked at the same firm as Susan or hired her to work with me. We’ve tracked each other through our entire careers. Susan is one of the best I know in the area of client experience (CX). She can help any organization master relationship skills and deliver greater client value.”Recommendation From Jim Knauss, EY Global Markets Leader, Retired Partner:“Susan’s overall relationship building strategies and coaching with the partners not only resulted in greater client profitability short-term with our priority accounts but stronger client loyalty for many years to follow.”

Atlanta Metropolitan Area

• Recruited away from Andersen to invigorate the client satisfaction rankings and client development efforts at EY in 1998.• Teamed with Partners to lead the Southeast Area to Service Quality prominence and catapult the Firm from last place to eventual first place ranking in Emerson’s Big 5 1998-1999 Atlanta Market Client Satisfaction Study.• Pioneered an Assessment of Service Quality methodology that is still integral to EY’s global service delivery and overall client experience.• Served as a contributing member to the National Leadership and Global Client Experience Strategy Development Teams.• Developed the strategy for evaluating the client experience across the southeast-identified key accounts. Worked with Area Office Managing Partners and Area Leadership across 16 southeast offices. • My primary role was to conduct, and train others to conduct, in-person conversations and expectations exchanges with EY’s top client executives. The goal was to discover how EY could best align with their voice and vision. • Critical feedback was gained to help EY engagement teams understand, manage, and exceed clients’ expectations and deliver greater client value into the future. __________________________________________________________________________________________________________Recommendation From Kevin Cole, EY Americas Director of Business Development: "Susan Conley has the ability to connect with people and build trust quickly. After her in-person dialogues with our top client executives and prospects, Susan consistently returned to the office with gold mines of valuable, actionable information. We were equipped to more effectively go-to-market, win more work and exceed our clients’ expectations. We tried to figure out a way to clone her. Recommendation From Lynn Gasaway, EY Service Quality Managing Partner, Retired: "When EY writes up the history of ASQ (Assessment of Service Quality), Susan Conley will be the George Washington or Thomas Jefferson."

Atlanta, Georgia, United States

• Before living through two global headlines involving Andersen Consulting (now Accenture) and Arthur Andersen (now Andersen Tax), I served as Southeast Area Marketing Director for both sister firms. • Joined the firm in 1992 as a Business Developer focused on growing the Family Wealth Planning practice. Go-to-market strategies and strong sales resulted in double-digit growth across the board. The success prompted duplicated campaigns and results in four major U.S. markets. • Promoted to Director of Marketing for the Southeast Area in 1995. Led an exceptionally talented (and fun) team of twenty-two professionals in four departments: Market Research, Business Development, Marketing Communications and Client Relations. The department was responsible for teaming with Southeast Area Leaders to drive market share increases of global accounts by developing sales plans, direct marketing, multi-media campaigns, sales collateral, proposals, advertising, and client relationship building strategies.• Pioneered a client relations strategy which included one-on-one client executive dialogues to gauge client satisfaction and discover how to expand the client relationship. Results came in the form of improved engagement economics and bottom-line growth.__________________________________________________________________________________________________________Recommendation From Brent Bridges, DLA Piper Principal Legal Administrator: "Susan first hired me as a Marketing Manager at Andersen in 1996. Now decades later, I still value the greatest question she ever taught me to ask in business: “What does success look like – describe the win for you?” It’s this focus on the end results that helped me launch my own marketing agency from start-up to acquisition and then shift my career to prestigious law firms. Whether personally or professionally, Susan Conley is a visionary who authentically connects through the power of her caring heart and passionate communication.”

Boston, Massachusetts, United States

• Started in the media buying department and was promoted to Account Manager in two years.• Designed and managed directives for key accounts with multi-million dollar revenues.• Developed the strategy for evaluating client satisfaction and loyalty