Bill Rowan Email & Phone Number

Boston, Massachusetts, United States

Attleboro, Ma

➤ Leading and supporting a 13-member client success management team overseeing $109M in global annual revenue.➤ Serving as project owner for reorganization initiative to align sales, client management, and service operations teams.➤ Actively driving client relationships and seeking opportunities while promoting solution delivery capabilities.➤ Owning and driving process improvement activities across the enterprise for client operations to achieve financial goals.➤ Successfully formulating and directing the restructuring of a new client onboarding and implementation process.➤ Managing customer success managers, program managers, project managers, and service engagement directors.➤ Providing technical requirements, documentation, project management, and handoff procedures for client onboarding.➤ Developing a custom Microsoft Azure DevOps based client services and cross-functional project management system.➤ Leading efforts across the organization to better manage client scope change process and meet ISO 9000 requirements.➤ Structuring and instituting client business review presentation deck to integrate marketing and client goal setting.➤ Implementing and actively managing business intelligence and program analytics utilizing Qlik and Tableau software.➤ Delivering and ensuring partner support and relationship building with new and existing production customers.➤ Tracking and driving revenue forecasts, revenue recognition, regional profitability, and delivery process compliance.➤ Interfacing with executives, managers, and contributors to manage and drive the professional services business.➤ Building and maintaining relationships with C-level executives, customers, and various business partners.➤ Aligning resources to meet company goals and directing teams to effectively and quickly onboard new customers.➤ Monitoring performance, customer feedback, and customer satisfaction relative to interaction with the customer base.

Sydney, Australia

➤ Oversaw North American business activities for publishing house providing technology, layout, and support services.➤ Worked with independent newspaper/magazine publishers to monetize their digital business model and branding strategy.➤ Directed company rebranding and refreshed marketing strategy into North American and international markets.➤ Communicated with colleagues to develop and deploy content and ensure required client specifications were met.➤ Led development of global reseller program to expand global products and services each through affiliate partnerships.➤ Partnered with international marketing and publishing firms on both globally relevant and market-specific strategies.➤ Worked collaboratively with management, marketing staff, and vendors to develop and execute a global marketing plan.➤ Implemented contingency plans in case websites went down as well as maintained, expanded, or enhanced websites.

➤ Second Vice President, Relationship Manager – New York Life Retirement Plan Services, Westwood, MA – 2007 to 2011➤ Senior Associate, Relationship Manager – Mercer HR Services Institutional Management Services, Norwood, MA – 1999 to 2007➤ Assistant Vice President, Relationship Manager – Putnam Investments Institutional Management, Norwood, MA➤ Team Leader – Putnam Defined Contribution Plan Sponsor Services, Norwood, MA➤ Administrator/Account Executive – GEM Group, Wilmington, DE – 1995 to 1999