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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE PHONE NUMBER AVAILABLEDRIVEN CUSTOMER SUCCESS EXECUTIVE Global Customer Success Strategy Customer Retention Expertise Graduate Leadership Certification Relationship Builder Team Builder Cross-Functional Team Collaborator Account Expansion Skilled Communicator Global Account Management Adaptable Project Management Customer Advocate Trained Negotiator WORK EXPERIENCECYA BENEFITS, New York, NY 6/23 - PresentSenior ConsultantRelationship Management role for this start-up healthcare benefits provider. INFOR, New York, NY 5/22 - 5/23Senior Principal Customer Success SaaSCustomer Success - Strategic Accounts. Cloud based ERP systems provider managing Finance, Supply Chain & Human Resource needs. Managed $25 million portfolio of complex strategic hospital systems consisting of 5 accounts. Served as Accountable Leader for 100 account team members, managing renewals, health scores, analyzing data, relationship upkeep, strategic alignment and expansion. Acted as primary escalation point. Crafted innovative Customer Success strategy and playbook to meet specific client KPIs/Objectives, ensuring optimal alignment between Infor and client strategies. Mobilized cross-functional collaboration with executive leadership, product management, and operations for customer success. Boosted growth via advocacy and reference ability, while increasing customer satisfaction scores. Conducted the stabilization of at-risk strategic accounts within three months of assignment using project management skills. Controlled costs, established timelines and assigned tasks. Led executive leadership meetings including QBRs, operations meetings, team meetings. Actively involved in Steering Committees. CYA BENEFITS, New York, NY 2/21 - 5/22Executive Vice PresidentRelationship Management, Marketing, Operations and Management roles for this start-up healthcare benefits provider. Boosted customer relations via efficient communication tactics and problem-solving skills. Led recruitment, training and management of sales staff for enhanced productivity. Oversaw onboarding team to facilitate seamless integration of new clients. Negotiated beneficial terms with providers, ensuring advantageous contracts. Crafted compelling marketing collateral to enhance brand visibility. TMF - GROUP, New York, NY 8/19 - 2/21Global Client DirectorGlobal Account Management, Customer Success Strategic Accounts. BPO organization providing global services; Corporate Formation, Entity Management, Corporate Secretarial, Human Resource/Payroll and Accounting/Tax. Increased revenue by 15% for 12 strategic accounts (including 2 partnerships) worth $16 million during pandemic year. Led, onboarded, trained, managed and reviewed a team of 10-12 Global Account Managers. Conducted comprehensive business/operational reviews for customers while serving as the primary escalation point. Established executive sponsor structure effectively. Led comprehensive internal portfolio reviews incorporating SWOT & White/Gray Space analysis, diligently presented to service line heads and executive leadership. Cultivated strong relationship and effective strategy for complex global accounts, leading to renewal, cross-sell and upsell. Managed all global operational aspects, including billing and onboarding process optimization across multiple service teams. Aligned with sales, service, product marketing and executive leadership to maintain successful, growing customer relationships. Optimized customer retention strategies taking full ownership of global Net Promoter Scores alongside marketing campaigns. Executed complex MSAs, negotiated global/local contracts and successfully fulfilled KPIs. Ensured thorough customer due diligence by verifying Anti-Money Laundering, KYC and UBO. Drove Payroll SaaS solution adoption from HQ to Shared Services and to the local country level. Candidate's Name Page 2RYAN LLC, New York, NY 1/18 - 6/19Director Client ServicesAccount Management, Relationship Management and Sales role. A company specializing in tax; recovery, consulting, advocacy, compliance, and technology services. Identified and initiated sales efforts for 350 new prospects across Midwest to East Coast region while managing relationships. Established business ties with 30 Fortune 500 firms, guaranteeing their retention. Launched innovative M&A service, participating in due diligence and boosting post-merger integration. Represented Ryan at regional conferences, seminars and trade shows as main delegate. Counseled CFOs, Controllers and Tax Directors on strategic tax reduction methods. Led sales drives in Cleveland OH, Pittsburgh PA, and New York NY for Principles. INFORMA PLC, New York, NY 4/16 - 07/17Global Director Professional ServicesGlobal Account Management, Customer Success role. Business intelligence company providing information across 5 verticals: Pharma, Financial Services, TMT, Transportation, and Agribusiness. Managed and successfully expanded a $20 million portfolio, driving new business, upsells and renewals from 25 global professional service accounts. Directed 12 account managers in sales across US, EMEA and APAC regions. Built robust relationships with decision-makers up to executive levels; designed retention programs; formulated competitive digital strategies. Stimulated adoption and renewal of subscription services through thought leadership initiatives, training sessions and frequent service calls. Achieved all CSAT goals. Conducted comprehensive value assessments along with product reviews; negotiated Master Service Agreements (MSAs) as well as global contracts. Initiated strategic plans for top Informa accounts; optimized customer journey metrics. Led marketing, consulting and client services in Europe/US for professional services. MERRILL CORPORATION, New York, NY 2005 - 2016Senior Vice President SalesSales, Global Account Management, Relationship Management and Project Management roles. Provider of outsourced legal solutions, transaction and compliance and marketing and communication services. Exceeded sales targets and strategic goals, resulting in over 25% sales increase. Led 24/7 customer service teams' sales efforts with 20-24 representatives. Successfully sold and implemented all Merrill's services including Information Governance, Digital/Electronic Discovery, Business Intelligence, and Predictive Analytics. Demonstrated expertise selling Enterprise Applications and Data Management SaaS solutions to Banking, Legal, Life Sciences, Technology sectors. Consulted with clients to mitigate risk in Due Diligence, Records Management, and Litigation. Collaborated with global Merrill divisions' executives for successful client servicing. TECHNOLOGIES Salesforce Asana Gainsight Tableau Power BI Jira MS Dynamics Altify SharePoint DataHug SalesIQ EDUCATION, CERTIFICATIONSHOFSTRA UNIVERSITY, International Business Bachelors Degree GOOGLE, Project Management Certification Completed 9/23 UNIVERSITY OF MICHIGAN-ROSS SCHOOL OF BUSINESS, Leading People & Teams Certification Completed 11/23 UNIVERSITY OF MICHIGAN-ROSS SCHOOL OF BUSINESS, Successful Negotiation Certification In Progress |
