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Customer Success Manager │ Relationship Manager

Client Services & Operations | Revenue Enhancement | Business Development

Distinguished relationship manager offering a proven track record in surpassing objectives by focusing on the customer experience and ensuring excellence in customer relations. Possess a genuine talent for building and nurturing trust-based relationships and generating long-term customer loyalty. Excel at uncovering new business opportunities within new territories as well as through upselling on current accounts. Exceed expectations through personalized management of customer service and sales processes. Acknowledged for expertise in retaining at-risk accounts through astute resolution of customer concerns. Recruit and train high-performance teams and mentor individual staff members to ensure success. Key competencies include:

ADP LLC., Monroe, NJ Jul 1996 Jan 2018

Senior Executive Relationship Manager (Feb 2016 Jan 2018)

  Managed a portfolio of 36 top accounts averaging $11M, generating an increase in revenue of over $457,000 over 6 months since July 1, 2017.

  Effectively partnered with account, C-level and internal areas including sales and leadership teams to retain relationships resulting in 98% retention of accounts for Fiscal Years 2016 and 2017.

  Strengthened relationships through proactive engagement with Client Brokers and increasing penetration of multi-year price agreements to 40%, representing a 15% increase versus last year.

Vice President, Client Loyalty (Oct 2008 Feb 2016)

  Executed client retention strategies to regional associates and team of 27 Relationship Managers, improving client retention YOY and ensuring 96% overall retention for Executive Relationship Managed accounts.

  Drove awareness of client risk indicators, creating Shopper Stopper and Refuse to Lose retention strategies and campaigns focused on recognizing indicators associated with client risk and driving internal awareness.

  Participated in Quarterly Operating Reviews with executive leadership to provide updates on team and business results and demonstrate new programs aimed to improve client retention and drive results.

Client Relations Executive (May 2006 Oct 2008)

  Steered a positive and engaging client experience, NPS (Net Promoter System), and client retention within assigned market segment.

  Propelled associate engagement, retention, talent development (including succession planning) and appropriate programs to enhance the service function,

  performance and associate development for over 150 associates.

  Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.

  Rolled out laptops across Organization for contingency planning.

Senior Director, Client Service (Nov 2004 May 2006)

  Directed and implemented overall strategy for servicing and supporting their assigned market segment.

  Evaluated, implemented and communicated strategies to improve resolution of client inquiries.

  Partnered with VP to create, define and communicate goals, establish and manage budgets, formulate incentive initiatives and implement new procedures.

Held earlier roles as Director, Implementation, Implementation Manager, and Client Service Manager.

Bachelor of Science, Sociology Minor in Economics, Rutgers University, New Brunswick, NJ

2018 SHRM Certification, In Progress CPP Certification

President, Jersey Shore APA Chapter, 2013 2016

South Jersey APA Chapter Member, 2016 Present