Manager, Client Resume Sample

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Vergie Upton
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Work Experience


Manager, Client Experience
11/2017 - PRESENT
Detroit, MI
  • Effectively lead and mentor the data consultants and technical resource team, establishing appropriate measures to track and communicate progress to goals. Enable continuous learning. Sets team and individual work objectives, in alignment with HI strategy
  • Working across HI to coordinate and align efforts with PSJH strategic priorities. Work with SMEs within HI to establish project arrangements (i.e., timing, roadmaps, resources, statements of work, charters)
  • Establishing and managing relationships with key leaders through regular meetings and other touch points to increase awareness of HI's capabilities and introduce relevant subject matter experts from other parts of HI. Participate in client meetings to qualify and quantify opportunities, validate the HI value proposition and ensure development and delivery is progressing at pace
  • Levering HI's broad set of capabilities to approach client engagements in an educated manner to deliver meaningful value. Accountable to lead by example and demonstrate interest in and aptitude for the business and technical issues encountered across the HI client base. Use this knowledge of HI and the business to effectively drive adoption of PSJH and HI's data strategy
  • Accountable for magnifying the voice of the client ‐ keeping their interest, business opportunities, and strategic needs front and center and report on ROI and timelines throughout the engagement
  • Experience effectively managing teams to execute on departmental goals and strategy, preferably in a healthcare setting or related field
  • Progressive responsibility in aligning action to strategic execution
Manager, Client Implementations
03/2014 - 06/2017
Los Angeles, CA
  • Account Life Cycle events
  • Wealth Management Transitions
  • Distributions/Loss of Business
  • Contribute to a multi-location team
  • Strong communication skills; oral and written and a client-service orientation
  • Leads the design and structure for all Limited Stores Learning and Development objectives to include: cascade, store meetings, in-store learning modules (example: Limited Card), onboarding and store and district conferences. Oversees relationship with L&D outsource partner, if applicable
  • Understands our client profile and aligns associate programs to support training and Omni-channel services
Manager, Client Transition
11/2008 - 01/2014
San Francisco, CA
  • Stays abreast of current fashion trends, incorporates information into the learning curriculum, and uses those trends as they relate to The Limited’s Principle of Style
  • Demonstrates style training to provide an exceptional, personalized styling experience for clients
  • Assists in content creation as it relates to fashion, styling and selling behaviors
  • Manage and direct assigned personnel in the effective and accurate performance of the functions within the department to provide consistent, quality service and minimize risk
  • Lead supervisors and technical consultants to coordinate and delegate assigned responsibilities ensuring they are performed according to prescribed regulations and established policies and procedures
  • Manage performance management and compensation administration for the department. Provide training to newly on boarded/ existing staff members within the Client on boarding and domestic credit departments
  • Leads, manages and influences a diverse team of client effectiveness coaches responsible for on-the- job technical training/coaching and continuous improvement activities driving enhanced performance of EAC employees. Ensures the team focuses on appropriate balance of enhanced partner/client experience, cost efficiency and effectiveness and business/operational risk

Education


Kaplan University - Cedar Rapids Campus
2003 - 2007
Bachelor's Degree in Business

Professional Skills


  • Excellent client relationship skills, strong verbal/written communication skills. Deep customer empathy and ability to identify customer needs
  • Strong relationship builder with excellent customer service skills
  • Excellent written and verbal communication skills with the ability to effectively communicate with clients and internal team members across multiple levels
  • Strong decision-making and project management skills
  • Strong project management and organizational skills; ability to multi-task to meet deadlines in a fast-paced environment without sacrificing quality
  • Have strong budgeting and financial account management skills
  • Excellent working knowledge of Microsoft Office, specifically with skills in PowerPoint, Word, Excel and Outlook

How to write Manager, Client Resume

Manager, Client role is responsible for presentation, analytical, leadership, customer, clients, organizational, reporting, planning, organization, excel.
To write great resume for manager, client job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Manager, Client Resume

The section contact information is important in your manager, client resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Manager, Client Resume

The section work experience is an essential part of your manager, client resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous manager, client responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular manager, client position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Manager, Client resume experience can include:

  • Works closely with “Delivery” people leaders to develop and maintain a comprehensive, value add coaching effectiveness plan for EAC based on employee/team performance data set reporting and identified client irritants
  • Effectively Coaches to identify gaps, emerging trends, proven best practices, and opportunities
  • Strong project management skills with the ability to balance multiple projects simultaneously
  • Have exception writing skills, communicate in a clear and compelling way and engage audiences during in-person presentations
  • Analytical skills for sound problem solving and decision-making, supported by facts
  • Possesses both analytical and creative thinking skills, key to developing successful media plans for clients

Education on a Manager, Client Resume

Make sure to make education a priority on your manager, client resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your manager, client experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Manager, Client Resume

When listing skills on your manager, client resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical manager, client skills:

  • Operate in a matrix organization with effective influencing skills
  • Build a team of strong PFP Specialists with strong analytical acumen, performance reporting capabilities and presentation skills
  • Strong relationship builder with proven experience managing external partner relationships at the working level
  • An effective and concise oral and written storytelling and insights communication skills
  • Skillfully balance the management of multiple projects simultaneously, exhibiting good judgment in how projects are prioritized
  • Solid written and verbal communication skills, including the ability to translate complex concepts into easy-to-understand actionable tasks

List of Typical Experience For a Manager, Client Resume

1

Experience For Manager, Client Experience Resume

  • Takes ownership and accountability when issues, errors and/or high risk situations surface through employee coaching or file reviews by escalating to people managers and appropriate stakeholders as necessary
  • Demonstrates excellent interpersonal/communication skills with professional staff, senior level executives and the community at large
  • A “luxury” brand ambassador who is charismatic and demonstrates elegant grooming, excellent service attitude and has a strong business acumen
  • Results driven and commercially aware, Strong Analytical Skills
  • Experience in the luxury goods sector, luxury hospitality and in dealing with high net worth individuals
  • Exceptional Relationship Building and Customer Engagement Skills
  • Relevant experience in management positions over highly-skilled IT professionals
2

Experience For Manager, Client Implementations Resume

  • Experience in managing, leading and coaching remote teams
  • Partners with Information Technology to maintain and enhance client experience internal reporting application(s)
  • Four (or more) years’ experience in the credit card industry
  • Proactively seeks out technical/process innovation opportunities – research/analysis, formal coaching, observational coaching and/or coaching on-the-fly
  • Assist in the development of long-term client plans and program recommendations, developing budgets, generating recommendations and creating presentations
  • Drives meeting/exceeding the Firm’s goals related to survey metrics and objectives
3

Experience For Manager, Client Systems Resume

  • Measure your team’s business results, track progress, identify trends, and develop tactics to ensure your team is meeting or exceeding established goals
  • Provide ongoing guidance, coaching and performance feedback to the team
  • Design global voice of the customer program including which customers, channels, touch points and modes we’ll use to survey our customers
  • Set clear and measureable goals and objectives for the team and individuals, ensuring performance assessments are completed in line with corporate requirements
  • Provide candid and timely feedback and coaching to individuals
4

Experience For Manager, Client Transition Resume

  • Actively participate in the construction of basic marketing materials to support your client’s needs
  • Engage at senior executive level – typically CFO, COO and CEO level as well as conducting due diligence with middle management in HR, Payroll and Finance roles
  • Progressively evolve the strategy and sales process by which both ever-increasing and consistent results can be achieved
  • Partners with other stakeholders to manage the onboarding process of new clients and provides necessary education of ACAMS” services
  • Leads setup activities to ensure accurate and timely client setup, including ID cards
  • Perform discovery and identification of metrics and management routines for speech core offering
  • Provide in person, phone, virtual, and written training for Speech Analytics
5

Experience For Manager, Client Relationships Resume

  • Assist leading flawless execution of integrated content and editorial strategies across multiple owned and social media brand properties
  • Stay up-to-date on and advise account leadership, account team and clients of the latest trends in interactive marketing/media, as needed
  • Execute corporate reputation and integrated marketing and communications programs and campaigns
  • Contribute to internal and client conversations, offering perspective and ideas that advance our work
  • Develops leading edge strategies to expand our reach, impact, and quality of client engagement
  • Ensures employees apply all due diligence in all transactions in accordance with Bank policies and data integrity (e.g. Compliance, Risk, AML etc)
  • Supervises Desktop staff. Assigns work, monitors work quality, and reviews output
6

Experience For Manager Client Setup Resume

  • Coaches, motivates, and guides team members. Provides the technical oversight and leadership necessary to accomplish the work
  • Works closely with customers to ensure that departmental goals, objectives, and work processes of the group align with the needs of the business
  • Leads Desktop projects. This typically includes
  • Create and update detailed backlogs across a variety of product capabilities, including transactions, performance and displaying account data on both site and mobile app (phone and tablet)
  • Undertake day-to-day management and lead the Ireland Client Expenses team
  • Manage team workload and allocate responsibilities amongst individuals to ensure all internal and external SLA’s, ad hoc project and audit deliverables are met
7

Experience For Manager, Client Engagement Resume

  • Create and enable career development plans for direct reports and facilitate staff development
  • Relationship-building, negotiating and effectively pitching opportunities with new and existing clients/agencies to drive revenue against budgeted brand/personal goals
  • Sell ADP’s products and complimentary services to new clients
  • To proactively sell to UK SME’s who employ between 1 to 49 employees
  • Work to achieve monthly and annual revenue targets
  • Manage digital internal release schedule and pricing for shows (including Third-Party) as they are scheduled, as well as communication of these details to partners via reporting and business-to-business integrations
  • Coordinate with internal and external contacts to coordinate delivery of video, audio, subtitle, artwork and metadata assets in adherence to SPHE and customer specifications
8

Experience For Manager, Client Technologies Resume

  • Facilitate new customer on-boarding and launches liaising with partner contacts, internal servicing and Account teams to understand and document requirements and timelines
  • Analytical and critical thinking skills to access issues and choose logical and efficient methods of resolution
  • Communicate with Sony Pictures Television and Third-Party counterparts to ensure SPHE adherence to VOD timing and availability
  • Cultivate communication with TDAM, and territory-specific knowledge base
  • Providing guidance to customers in the assessment of goals and strategies in order to optimize performance across their program. Identifying innovative solutions to enhance productivity & improve traveller/caller experience during service fulfilment
  • Executing strategic account plans, focused on identifying transformational business opportunities that enhance and optimize the customer experience, creating customer value, exceeding customer expectations, strengthening client relationships, driving savings, increasing retention, and optimizing performance through process and data analysis
  • Leading the enhancement of the American Express Global Business Travel value proposition through consultation, technology road mapping and optimizing online servicing solutions. Leading business planning, quarterly and annual reviews, regional pricing strategies, and ongoing P&L management for the account
  • Researching the marketplace and competitor products and services to highlight the value that distinguishes AEGBT products, and specifically leverages MI, benchmarking, and technology as critical value drivers
  • Enhancing the American Express Global Business Travel value proposition through policy consultation, researching white paper needs, technology road mapping and optimizing online solutions
9

Experience For Manager, Client Success Management Resume

  • Prepare and develop and update client tracking documents, including status reports, business overviews, and custom recaps
  • Lead Quarterly Broker Sales updates with Client’s broker sales and Advantage’s Client Team personnel on progress, score-carding and reporting
  • Best practice benchmarking with other ASM Client Planning systems
  • Prepare materials, proposals and presentations that enhance our partnerships with leading clients
  • Represent broker at Client monthly strategic planning meetings at Client’s corporate offices
  • Support client teams by ensuring their briefs and requests are clear for Mediaocean implementation
10

Experience For District Manager Client Resume

  • Lead training programme for all new client teams
  • Support and manage the execution of cross-portfolio partnerships
  • Facilitate process from proposal development to delivery of final campaign recap
  • Manage the team coordinator and delegate tasks to him/her
  • Strategic planning partner for broker, participating in high-level strategic planning discussions involving the planning process, best practice developments and system improvements with Client’s Senior Management Team

List of Typical Skills For a Manager, Client Resume

1

Skills For Manager, Client Experience Resume

  • Works effectively in a fast paced environment, able to respond to changing priorities and design specifications
  • Excellent communication and interpersonal skills with the ability to translate highly technical explanations to a non-technical audience
  • Strong communication/presentation skills; verbal and written
  • Strong communication skills, and ability to partner in a diverse environment
  • Work with tight deadlines and demonstrate flexibility when setting priorities
  • Proven experience in management or coaching in a retail branch or contact center
  • Possess a collaborative management style with proven team building and people leadership experience
  • Experience / exposure to working in a strong control environment with required regulatory protocols
2

Skills For Manager, Client Implementations Resume

  • Coordinate and communicate effectively with Sales, Marketing, Research and Strategy teams
  • Advanced written, visual and verbal communication skills
  • Lead a team of analysts and help them develop their analytical and data skills
  • Well-developed organization/time management skills
  • Experience on large-scale IT technology projects; 2 years’ of project management experience
  • Experience, preferably with some agency experience
3

Skills For Manager, Client Systems Resume

  • Communication (presentation, attentive listening , oral communication, allows others to express themselves and written communication skills)
  • Effectively drive results, provide feedback/direction, and manage/build relationships at varying levels of hierarchy
  • Demonstrated media relations experience (pitches, story amplification)
  • Proven practical experience with software product development/management processes and software configuration management
  • Strong awareness of the impact of business applications, technology and related tools and processes on the client and employee experience
  • Bring proven ability to manage cross-functional teams, mentor junior colleagues and eager to facilitate team collaboration and learning
4

Skills For Manager, Client Transition Resume

  • Bring a strong understanding of how to shape and deliver data-driven enterprise communications programs with clear KPIs
  • Working with data (i.e., quantitative analysis experience, including handling, manipulating and analyzing data and creating analytical reports)
  • Prior management of a team including responsibility for recruiting, coaching, performance reviews and budget management
  • Proven capability to drlve business results by leveraging Observational Coaching
  • Strong ability to inspire, coach and hold team accountable for meeting assigned expectations
5

Skills For Manager, Client Relationships Resume

  • Digital account management and/or planning experience
  • Capable of executing decisions quickly and possesses excellent follow through
  • Proven track record of consultative selling against both established and new client base
  • Demonstrated history of developing complex market research programs that have led directly to business line success
  • Extensive experience in the Health Care Insurance industry and health insurance regulations, spending accounts, products, business practices and trends
  • Experience in customer facing projects or a client support role
6

Skills For Manager Client Setup Resume

  • Experience in the Banking IT service industry
  • Track effectiveness of programs by conducting post-campaign analyses and program evaluations
  • Manage program financials and tracks value for effective decision making
  • 3 -5 of Strategic Planning experience
  • Ensures new and evolving tools and technology usage is maximized by employees to ensure viable efficient and effective process navigation nationally
  • Demonstrates initiative and provides complete follow-through on areas of responsibility
7

Skills For Manager, Client Engagement Resume

  • Strong customer service background with a change optimization mindset
  • Demonstrated ability to lead change initiatives in a highly centric customer service and operations environment
  • Post-Secondary education completed or equivalent experience
  • Make recommendations for product enhancements and modifications as appropriate to enhance the implementation and customer experience
  • Experience managing and mentoring teams
  • Experience working with and pitching media
  • Experience in product management, marketing or business strategy
  • Strong knowledge of PowerPoint and proficient in analytics and modeling in Microsoft Excel
8

Skills For Manager, Client Technologies Resume

  • Experience providing daily, strategic counsel and expertise to senior-level clients
  • Experience working with creative and digital teams
  • Formal consulting experience
  • Experience creating digital/social content and media strategies
  • Corporate communication/public relations experience in an agency setting
  • Utilize critical thinking for prioritization and resource allocation
9

Skills For Manager, Client Success Management Resume

  • Client management or client facing experience in an enterprise software/SaaS business
  • Experience in managing portfolio of clients/project portfolio
  • Experience managing Fortune 500 client support
  • Client-facing experience in an enterprise software/SaaS business
  • Forge strong business relationships across business units and with senior leadership
10

Skills For District Manager Client Resume

  • Experience in a tech- or corporate-focused public relations role in a public relations, integrated, or interactive agency
  • Related communications experience
  • Demonstrates potential to lead multiple accounts and interact with senior level clients
  • Public relations experience in consumer/lifestyle
  • Experience with large scale, integrated activations and campaigns
  • Epic and healthcare operations or clinical experience
  • Corporate Communication Experience in an agency setting
  • Contact center experience (preferably in a variety of contact center types – inbound, outbound, blended, chat/email, back-office, sales, etc.)
  • Strong knowledge of operations, production support, and program implementation

List of Typical Responsibilities For a Manager, Client Resume

1

Responsibilities For Manager, Client Experience Resume

  • Strategic planning partner for broker/ASM participating in high-level strategic planning discussions; involved in the planning processes, best practice developments and system improvements with Clients Senior Management Team
  • Manage communication with broker field sales on all Client SAP Planning System direction, priorities, communication and reporting updates
  • Experience in one or a combination of the following: project management, implementation, or strategic planning
  • Leads the production support issue resolution process for high priority end user impacting issues
  • Collaborate with product management and product development to ensure client and operational needs are being prioritized and met
  • Demonstrated expert level knowledge in all facets of Market Research
  • Supervisory experience
  • Thinking (creative thinking decision making, input seeking ,logical thinking and solution finding)
2

Responsibilities For Manager, Client Implementations Resume

  • Coordinating and contributing to global account measurement and analytics program
  • Bring exceptional strategic thinking to develop solutions to client needs
  • Migrating Banking Centre based transactions to self-service channels to help clients better meet their transaction needs
  • Supporting the Manager with completing day-to-day risk management and operational activities
  • Working knowledge of SEO/SEM
  • Bring great energy, enthusiasm, curiosity and a sense of humor
3

Responsibilities For Manager, Client Systems Resume

  • Lead and manage a team of CSMs, including hiring, developing, coaching, and retaining team members
  • Business Applications: Billing & Rating, Activation & Provisioning, CRM/Customer Service, Remedy Trouble Ticketing
  • Assist in account budgeting recommendations and ongoing tracking
  • Leads Quarterly Broker Sales updates with Client’s broker sales and ASM’s Client Team personnel on progress, score-carding and reporting
  • Act as point of contact for issues, complaints or troubleshooting during speech deployment
  • Management of digital marketing and social targeting projects
  • Provide ongoing evaluation of performance and staff planning
4

Responsibilities For Manager, Client Transition Resume

  • Manage Resource allocation for client-facing projects including new product installs, upgrades and conversions of various sizes
  • Maintain knowledge of current and upcoming projects as they relate to resourcing
  • Manage team travel and expense reporting per company policy and procedures ensuring accuracy and timeliness
  • Data Driven – comfortable with analyzing data to influence new process and decision making
  • Administer the bi-monthly Best Practice committee, including Branch Leader selection, agenda design and meeting execution
5

Responsibilities For Manager, Client Relationships Resume

  • Represent broker/ASM at Client monthly strategic SAP Planning System meetings at Client’s corporate offices
  • Responsible for ensuring production system stability and SLAs/KPIs are met
  • Drives initiatives that reduce operational risk and on-going support
  • Strategic and tactical counsel to clients and global integrated team while managing implementation of multiple projects, timelines, and budgets
  • Obtain ongoing client and partner feedback to assess team performance against business objectives
6

Responsibilities For Manager Client Setup Resume

  • Contribute to future direction of Biller Solutions and the overall Implementations organization by partnering with other members of management
  • Provide operational data and input into annual planning process
  • Manage a marketing budget and it’s process through Finance, vendors and partners
  • Capable of operating independently with minimal direction
  • Exceptional knowledge of Microsoft’s Operating Systems (Win7 – Win10)
7

Responsibilities For Manager, Client Engagement Resume

  • Highly advanced graduate education/training in a recognized field of specialization, e.g. CPA, MBA, PhD
  • An understanding of paid media and how to leverage it in the social and digital media content space
  • Oversee a team that handles inquiries/concerns over the phone and providing first call resolution
  • Accurate weekly/monthly forecasting
  • Expertise in working with business partners and vendors to execute on strategic business plans
  • Proficiency in Microsoft Office Suite, online services, and AP style writing is essential
  • Interpersonal (relationship building, respectful, resolves problems, people friendly and organizational savvy)
8

Responsibilities For Manager, Client Technologies Resume

  • Self-management (adaptability and resilience, learning behavior, integrity and ethics and relationship builder)
  • Administration (Anticipates needs, execution, planning, process specialist, quality seeker and time management)
  • Provide consultative guidance to management and project teams when developing timelines and resource allocation
  • Utilize time reporting system to approve and report on Associate project work hours
  • Complete goal setting, self-appraisal and development goals as scheduled
  • Work closely with the analytics team to identify the target groups and to maximize the results and ROI of the marketing campaigns
  • Communicate and direct ASM Super User activities as needed
9

Responsibilities For Manager, Client Success Management Resume

  • Be active support to Client Data Director on all new client roll outs
  • Oversee historical data migration project managed by the Data Executive
  • In conjunction with the regional leadership team, assist in the execution of strategic goals and contractual obligations for Beacon’s Western Region, ensuring regulatory and delegation agreement compliance
  • Liaise with service center staff and Beacon’s corporate team to advance business needs within the region
  • Has a passion for being a voice of the customer advocate within an organization and has the ability to bring this mindset to the table when working with diverse business line leaders
  • Expedite ‘product agnostic’ and ‘national’ team mentality and execution
  • Keeping the team accountable to their roles of creating and developing trusted client relationships and managing, maintaining and enhancing these by continually dealing professionally with the clients/advisers and consistently delivering on the client’s needs
  • Create and develop trusted client relationships and manage, maintain and enhance these by continually dealing professionally with the clients/advisers and consistently delivering on clients’ needs
10

Responsibilities For District Manager Client Resume

  • Accept responsibility/accountability for responding to all assigned client issues and tasks. Takes full responsibility for the account in client satisfaction, communication, and when needed, escalation
  • Knowledge of the healthcare industry – revenue cycle management knowledge required
  • Manages projects across the entire product line and develops and enhances assigned products
  • Collaborates with internal teams to implement process efficiencies and automation opportunities; manages implementation of new processesManages client feedback loop to ensure client satisfaction; recommends improvements needed to improve client satisfaction
  • Manages client relationships; works closely with sales to write proposals and manage renewals; works on deepening client relationships and penetration and identifies new business/upsell opportunities
  • Responsible for answering client questions about comScores products, solutions and methodology throughout the sales process; supports sales on calls when needed; considered a subject matter expert
  • Deep industry expertise managing market research, developing client relationships or selling analytical work

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