Sr. Customer Success Manager
Elavon Inc.
مجموع سنوات الخبرة :23 years, 4 أشهر
Recruited to provide leadership for the management of 40+ Government, Higher Education, HealthCare, and Retail clients and align expansion initiatives with business objectives. Superintend proposal development and led meetings including annual account reviews with C-Level personnel.
•Achieved established KPI for company, regional team, and individual performance through teamwork and focus on customers.
• Conducted periodic pricing and rate assessments to remain competitive with the payments market
• Led consultancy efforts to ensure PCI DSS compliance by implementing secure technologies and assisting organizations in restructuring existing business processes to reduce client data exposure
•Served as the sole point of contact for client escalation concerns and engaged senior leaders when necessary to ensure all concerns are appropriately resolved and satisfaction is maintained
•Established Bi-Weekly meetings with key clients and account support teams to ensure the timely completion of projects, implementations, and support requests
•Responded to RFPs from State Governments and led contract negotiation efforts to competitively secure new business and retain existing business
• Utilized SalesForce CRM and Tableau for Reporting, Deal, and Relationship management
• Leveraged relationships with internal and external partners to drive revenue growth and market penetration
•Suggested, developed, and implemented relevant business strategies based on client feedback and recommendations to successfully exceed revenue targets and add $2MM-$3MM IYNB YOY
Oversaw the marketing and sales efforts of the Professional Services group with Elavon. Led expansion efforts via consultancy engagements with State Governments, Universities, and National Retailers of Elavon's Payment Solutions business.
•Utilized distinctive consultative sales strategies to successfully add $2.4MM in new revenue through sales of Elavon's Payment Solutions products including Interchange Optimization, Fraud & Chargebacks, P2PE, and Tokenization products
•Assisted sales team in exceeding annual goals by 25% by facilitating and participating in training sessions, seminars, and conferences
• Led consultancy engagements to guarantee software, hardware, and operational compliance for clients in accordance with Payment Card Industry Data Security Standard
•Through various consultancy methodologies, developed customized solutions to meet the needs of existing and new clients
• Offered consultancy through the U.K Division in securing contracts within the GCC.
Made use of flexible leadership and change management skills to revamp sales operations to increase sales profitability, leading to recognition as a turn-around specialist for 5+ branches.
• Incorporated a team-building leadership style to effectively motivate team members with a positive focus on promotion and professional development
• Enforced internal audits and bi-annual training to guarantee policy and procedural compliance
• Performed typical management duties with empathy to maintain employee dignity throughout challenging performance appraisals and terminations
• Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.
• Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
Recruited to manage corporate marketing and development efforts, overseeing a $1.4M budget and an 11-member team.
• Directed brand management, media relations, corporate positioning, product launches, advertising, sales, and tradeshow marketing
• Developed and launched integrated, multi-channel print, catalog, web, and direct marketing campaigns that propelled advertising sales to $3.2M
• Produced media kits that demonstrated key marketing analytics and demographics for use in sales presentations
• Conducted case studies, feasibility studies, and marketing research to establish competitive strengths prior to expanding advertising business into new GCC markets
• Participated in sales calls, renegotiation of existing sales contracts, and other sales related activities
• Led teams in developing marketing strategies for clients in the areas of retail, entertainment and travel
• Leveraged strengths in cost-effective vendor negotiations to end each year an average of 15% under budget (without compromising business growth goals)
• Designed, implemented, and facilitated annual marketing and sales plan for a group of companies
• Conferred with other senior executives in business development activities including overseeing the diversification of the company through business expansion and the establishment of a Trading Company
Recruited into the Product Delivery team of Global Treasury to manage a $12 million dollar portfolio consisting of 20 correspondent banking clients.
• Increased revenue by prospecting new clients and selling correspondent banking and cash management products to other financial institutions
• Managed client relationships by acting as the first point of contact for all inquiries related to servicing of accounts, including the creation of SAS-70 & Reg
• F Documents, implementation of nightly sweeps (FF rates), issuance of LC's / SBLC's and daily review of activities surrounding ZBA account types
• Produced pricing/cost-benefit models to initiate sales of new treasury products, which included Depository, Lockbox, FX, and Trade Products
• Ensured ongoing compliance and monitored risk related to products and services by maintaining “Anti Money Laundering” (AML) and “Know Your Customer” (KYC) due diligence documents
Recruited into the Procurement Division as a Business Analyst to research and coordinate the implementation of new processes, products, and software solutions to improve business line efficiency.
- Conducted daily analysis of business operations including measuring operational efficiency through pulling reports via SQL queries, analyzing data and developing models to improve performance.
- Developed new processes & procedures utilizing Six Sigma tools to improve overall operational efficiency by 60%.
- Worked with associates to understand business functionality in order to Design, create and implement applications using VisualBasic.net technologies thus simplifying and automating day-to-day processes.
- Added additional value to the business unit by automating and formalizing all business processes into an integrated database.
- Worked with the E-Commerce group to create test plans and execute “User Acceptance Testing” (UAT) on new products.
- Conducted feasibility and business case studies on outsourcing internal operations to various parts of the country in an effort to reduce business unit costs.
Recruited as a Technical Liaison within the Electronic Banking Services division and tasked with researching complex technical problems involving programming errors, system failures and managing internal process improvement projects.
- Developed internal reporting systems utilizing VB.net to measure operational performance against company set metrics.
- Created a web-based ticketing system and other intranet applications utilizing ColdFusion to reduce problem response time and improve company’s data sharing capabilities.
- Worked with contracted programming teams to develop service level agreements to reduce time spent on working technical issues.
- Performed daily analysis of call handle times, employee response times and problem resolution times utilizing excel, SQL and then reported findings to senior management.
- Worked with Greenbelts and Blackbelts within the organization on projects to reduce cost associated with daily operations.
Various courses related to Corproate Management, Marketing, Business, Law and Computer Science.