Seeking
Strategic Client Relationship Manager/Director Position
Summary
Seasoned account/relationship manager with over 20 years of experience and stellar client relationship management skills that transcend company size, client size or industry and consistently drive high-value client relationships.
Duke University undergraduate degree and an MBA in Marketing while securing a National Merit Scholarship, an Executive Management Scholarship and a Duke University President’s Senior Leadership Award.
Advanced oral and written communicator and facilitator with an uncanny knack for striking the delicate balance between aggressive company objectives and high-demand client needs.
Core Competencies
| Client Relationship Management |
Internal Resource Consensus-Building |
Incremental Services Revenue |
| At-Risk Client Saves |
Client Analytics and Reporting |
Contract Renewals |
| Process Improvement |
Statement of Work Negotiation & Sign-Off |
Financial ROI Validation |
Professional Experience
SOUND OPTIONS, INC. – Tacoma, WA
(Health Care Services) |
2009 to Present |
WorkLife Business Development Manager, 2009 to Present
Opened up new marketing channels by increasing awareness of Sound Options’ WorkLife Benefits as follows:
Employee benefits brokers by 600%
Companies by 200%, and
Partner opportunities by 150%.
Managed existing EAP relationships and initiated e-flyer programs and benefits fair participation to improve WorkLife benefits utilization amongst client employees.
SAFEHARBOR TECHNOLOGY CORPORATION – Seattle, WA
(Technology – Web Self-Service solutions) |
2007 to 2009 |
Senior Account Manager, 2007 to 2009
Hired by SafeHarbor to manage two of its most challenging client relationships – Sprint and Arsenal Digital Solutions (along with the SunTrust Bank account). Mastered the difficult challenge of managing the Sprint relationship through intermediate IBM consultants. Renewed both month-to-month and annual client contracts for SunTrust Bank and Arsenal Digital Solutions.
Achieved 139% of client revenue quota by bringing in over $600K in additional business and contract renewals from clients in 2008.
Sold the eLearning video hosting project and platform integration to Sprint – the first project of its kind for SafeHarbor.
Sold the project to internationalize Arsenal Digital Solutions’ web support site – the first project of its kind for SafeHarbor.
Nominated and secured “employee of the month” recognition for a SafeHarbor team member who provided website content optimization expertise to the Sprint account on a monthly basis.
LYNX MEDICAL SYSTEMS – Bellevue, WA
(Healthcare IT – Focused on hospital emergency departments) |
2006 to 2007 |
Account Executive, 2007
Client Relationship Manager, 2006
Entrusted with the strategic relationship management of over 75 LYNX clients representing more than $8 million in revenue and more than 7.5 million Emergency Department visits. Clients included such hospitals and hospital systems as Harborview, Swedish, Valley, New York Presbyterian, Partners and Provena. Promoted to Account Executive within one year to join the sales team. Approached by LYNX senior management to lead the growing account management team until the acquisition of LYNX (Picis) halted any further management moves.
Achieved 100% client retention following a 22% increase in assigned client base to 75.
Co-developed a comprehensive contract renewal process, simplifying steps to renew both new contracts and older, legacy contracts.
Planned and executed a one-week, value-added training initiative for ED managers and charge nurses for all the hospitals in the Provena Health System with LYNX’s onsite reporting tool.
AETNA, INC. – Seattle, WA
(Insurance – Leading health care insurance company) |
2004 to 2005 |
Account Manager – National Accounts, 2004 to 2005
Worked with a dynamic team of professionals to manage the strategic and tactical aspects of the annual business plan for high-profile Aetna customers as part of a $45 million book-of-business, including Costco Wholesale, the State of Alaska and JTL, Inc.
Retained the “at risk” COBRA and FSA business with one of Aetna’s national accounts, coordinating essential account save activities.
Passed the State of Washington’s Life and Health insurance examinations required for Aetna account management on the first attempt.
AUTOMATIC DATA PROCESSING – Bothell, WA
(Business and Financial Services – Payroll processing and human resources systems) |
1998 to 2004 |
Payroll Account Manager, 2004
National Account Manager, 2001 to 2004
Major Account District Manager, 1998 to 2001
Ensured that ADP’s Comprehensive Outsourcing Division met its service level agreements for a group of clients totaling over $4.5 million dollars in annual revenue. Clients included Capgemini, Sun Microsystems and IntelliRisk Management Corporation. Planned and led quarterly meetings with assigned clients to assess recent performance against SLA’s, review relevant ADP strategic initiatives and collaborate with clients to organize plans for future projects.
Generated over $200K in Major Accounts revenue for assigned territory by landing new clients and up-selling existing clients on ADP’s Payroll, HR and Time and Attendance software and web-based solutions. Improved territory revenue by over 20%.
Successfully managed the performance of a five-person payroll processing team to help save the relationship with Capgemini – ADP’s most demanding Comprehensive Outsourcing client.
Revised the quarterly client report to more effectively meet the client’s needs, resulting in higher client satisfaction with quarterly meetings and adoption of these metrics across the entire account management group.
Wrote and presented a marketing plan for the partnership between ADP and Career Builder.
FORD MOTOR COMPANY
(Automotive Manufacturing) |
1985 to 1998 |
Pacific Northwest Zone Manager, 1994 to 1998
Zone Manager, 1986 to 1993
Marketing & Sales Analyst, 1985 to 1986
(All with the Lincoln-Mercury Division of Ford)
Consistently met or exceeded dealer wholesale, dealer market share, profitability and customer satisfaction goals. Brought on board to develop lasting, partnership-type relationships between the Lincoln-Mercury Division of Ford and its franchised dealers. Developed unique, creative marketing and advertising programs designed to stimulate dealer retail sales activity and precipitate additional wholesale vehicle orders while supporting national incentives and new product launches. Approached by regional management as the first team member to re-open/re-establish the previously closed Seattle Regional office for Lincoln-Mercury.
Conceived, developed and refined a new vehicle solicitation process for the Seattle Region that resulted in the region’s ranking of #1 in the country out of 18 regions in dealer wholesale performance.
Won the “Standards Bearer of the Year” award for outstanding implementation of “dealer to customer” satisfaction standards in Northwest dealerships that resulted in a one-year improvement in customer satisfaction from #6 (worst) to #1 (first) on the West Coast.
Ranked #1 in dealership training solicitation performance in the Los Angeles Region.
Established Arizona as the district market share leader through creative zone marketing efforts and dealership contests and strong vehicle wholesale efforts.
Created and presented one of the two best marketing ideas amongst 30 Zone Manager trainees in the National Zone Manager Training program.
Education
CLARK ATLANTA UNIVERSITY - Atlanta, Georgia
MBA – Marketing, 1985 - Executive Management Scholarship
DUKE UNIVERSITY - Durham, North Carolina
BA – Music, 1983 - National Merit Scholarship, Duke University President’s Senior Leadership Award
Industry Certifications
| Life and Disability Insurance Licensing (WA State) |
Fundamentals of Payroll Certification (FPC) |
FRAME Customer Service Certification |
Relevant Training
| ADP Major Account Sales Training |
Selling to VITO Executive Level Relationship Training |
Consultative Selling Skills Training |
| Aetna Plan Administration Training |
Ford Motor Company Zone Manager Training |
Conflict Resolution and Negotiation Skills Training |
| Stellar Service Skills Training |
Achieving Win/Win Outcomes |
Communispond Presentation Skills Training |
| LYNX Coder Training |
Core Technical Skills
| MS Office Suite (Outlook, Excel, Word, PowerPoint) |
Siebel Customer Relationship Management System |
AutoTask Customer Relationship Management System |
| ACT Contact Management System |
ADP Internal Performance Management Software |