Relationship Director Resume Sample
Merle Crist
5958 Gutmann Walk,
Houston,
TX
+1 (555) 585 7723
Work Experience
Relationship Director
05/2018
-
PRESENT
Houston, TX
- Understands client buying behaviours and styles and modifies personal behaviours and styles effectively
- Work in collaborative teams as part of the sales process
- Strong sales orientation/preferably in selling Services
- Strong presentation skills (development and execution) / PowerPoint expertise
- Due to the complexity related to vendor management and MSP (Managed Service Program) software tools, solid knowledge of business systems software would be ideal
- Proven business and financial acumen, with ability to analyze a large account
- Self-motivated with proven ability to pro-actively manage multiple. accounts/demands/resources in a team-oriented as well as results-oriented manner
- Strong relationship building capabilities and able to develop partnerships and collaborate at all levels
- Highly service oriented with a client-centric view of the account
Client Relationship Director
01/2015
-
11/2017
Houston, TX
- Strong Problem Solving and Conflict Resolution competencies
- Demonstrated ability to interact, listen, influence and partner in a professional and engaging manner with high-level decision-makers both in procurement and in the using organizations
- Collaborative leadership capabilities is essential
- Coach, guide and mentor junior management team, where applicable
- Identify, develop and embed technological and strategic capabilities that drive profitable growth and/or provides competitive advantage for Clorox related to Financial and Regulatory System Health
- Drive innovation within the IT organization and the business through on-going evaluations of emerging or value-added solutions
- Establish collaborative working relationships with business partners and co-workers to ensure alignment of IT with the business strategy
Business Relationship Director
01/2010
-
12/2014
San Francisco, CA
- Understands client buying behaviors and styles and modifies personal behaviors and styles effectively
- Self-motivated with proven ability to pro-actively manage multiple accounts/demands/resources in a team-oriented as well as results-oriented manner
- Coordinating across Barclays’ businesses to leverage the global platform
- Identify global strategic business opportunities and challenges
- Establish and maintain commercial relationships with the SLT and Chief in dedicated client group
- Translate the business strategy to create the IT roadmap
- Ensure all relevant senior stakeholders are aligned
- Direct the project roadmap and advise on business challenges
Education
University of Phoenix - Nashville Campus
2004 - 2009
Bachelor's Degree in Business
Professional Skills
- Excellent interpersonal skills with strong oral and written communication
- Excellent stakeholder management skills and a strong internal and external stakeholder network
- Highly motivated, results-oriented with strong skills in presenting, communicating, organizing, multi-tasking and time management
- Excellent negotiation, influencing and networking skills
- Excellent technical credit skills and an ability to structure & negotiated structured lending solutions (bilateral, club & syndicated facilities)
- Expert relationship management skills with a strong client and advisor focus and self-motivating drive
- Excellent stakeholder management skills, with the ability to adapt to meet changing and complex individual needs
How to write Relationship Director Resume
Relationship Director role is responsible for negotiation, interpersonal, commercial, business, digital, consulting, design, analysis, credit, languages.
To write great resume for relationship director job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Relationship Director Resume
The section contact information is important in your relationship director 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
- Telephone number
Work Experience in Your Relationship Director Resume
The section work experience is an essential part of your relationship director 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 relationship director responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular relationship director position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Relationship Director resume experience can include:
- Demonstrating involvement and initiative in Barclays’ objectives of becoming a force for good
- Maintain a strong level of understanding of competing internal change activities and programmes, and consider the impact of external influences and controls
- Experience in working in a fast moving, matrix environment that requires collaboration with teams across multiple product lines and sites
- An excellent understanding of the Real Estate market and its lending environment
- Additional experience in setting IT or business strategy and business IT alignment
- A good knowledge of risk policies and procedures relating to credit conformance, regulatory and operational risk
Education on a Relationship Director Resume
Make sure to make education a priority on your relationship director resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your relationship director 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 Relationship Director Resume
When listing skills on your relationship director 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 relationship director skills:
- Extensive skills in internal financial, vendor management and consulting experience including negotiating contracts
- Strong technical skills and a forward thinking approach to help devise the wider strategy
- Experience of effectively leading a team through a significant period of change
- Strong communication and presentation skills, written and oral
- Proven analytical and in-depth organizational skills
- Experience working effectively across divisional lines in a complex, multi‐site organization
List of Typical Experience For a Relationship Director Resume
1
Experience For Client Relationship Director Resume
- Exceptional consultative and interpersonal skills that have resulted in business relationships of impeccable trust, confidence, and results
- Fifteen years of demonstrated business services experience in a position requiring the management of corporate accounts
- Prior experience with Oracle ERP or EPM
- Strong leader, capable of motivating and developing a team of 5-6 Key Relationship Managers to become a high performing organisation
- Relationship-focused with a strong customer orientation, matrix management and collaborative style
- Substantial experience with contracts and negotiation
- Taking an active interest in your customers’ business, identifying their needs and providing solutions to enable their business to grow
2
Experience For IT Business Relationship Director Resume
- Working with the SCRD’s to design and implement strategic plans to achieve the teams business goals for the short, medium and long term
- Scheduling initial dates for programmes and resource booking
- Greeting and hosting clients on site
- Enterprising, innovative, strategic thinker
- Create new business through organized prospecting and networking to increase alliantgroup’s market penetration
- Background in background in selling tax services with a Big 4 accounting firm
- Identify customer learning and development needs and suggest the best solution, calling in expert advice as needed
- Create new business through organized lead qualification and prospecting to increase alliantgroup’s market penetration
- Embody and deliver the Client Vision/Differential Value Proposition on an ongoing basis
3
Experience For Business Relationship Director Resume
- Be a central point of contact for the client at all times – independent of programmes running (i.e. objective for independent feedback)
- Develops plans for client base and marketing to prospects
- Be a trusted advisor to the Client Chief and their Exec team and be the project lead on highly confidential or commercially sensitive projects
- Pursue new prospect targets and sales leads to set client appointments and present our firm’s services
- Educate KPMG account teams and clients on how the solution helps address a client issue/need
- Engage in Account Management, including Account planning, Client procurement, Meeting follow-up, Pipeline development, Opportunity pursuit, Contract negotiation, Risk management, Proposal and Statement of Work (SOW) development, and Revenue attainment
4
Experience For Strategic Relationship Director Resume
- Manage education and plan servicing functions through RPC’s. Oversees a large specific assigned territory, includes managing activities of RPC and administrative staff, focusing on plan retention, the identification of service issues and resolution
- Seven years of demonstrated successful consulting services or solution sales experience in high-end major national/global accounts; verifiable track record of exceeding expectations
- Responsible for obtaining profitable results by developing the SCRD’s and teams through motivation, counselling, skills development and product knowledge development
- Ensure that all CRD’s and CRM’s activities are in accordance with DST’s business goals and objectives
- Responsible for monitoring the performance of the SCRD’s by utilising existing appraisal and team performance applications and by establishing a system of regular team communication and reporting
- Develop strategic account plans where required and ensure those within your team identify service commitments, SLA’s, contracts, client reporting, internal reporting, forecasting and revenue
- Excellent knowledge of the DST’s products and services. The ability to keep up to date with new initiatives within the business including new clients, machinery, structure change, new applications etc..
- Taking an active interest in your customers’ business, identifying their needs and providing solutions to enabling their business to grow
5
Experience For Consumer Relationship Director Resume
- Account management of a number of clients with larger than approx. 500k annual revenue
- Liaise between customers and cross-functional internal teams - joining up all activities we undertake with client – research, Open programs, Customised Client Solutions, consulting practice, coaching, Virtual Ashridge and conferences etc
- Work with the marketing team to present targeted events to clients
- Informing Clients of the different products available to them at Ashridge or within the wider organisation highlighting other interventions they could do with us
- Keep Clients up to date with the ‘exciting things’ we’re doing – being ‘one step ahead’ of their potential needs and L&D trends
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives - assist with high severity requests or escalate issues as needed
- Account management to include planning, contracts, preparing monthly and quarterly reports on progress and account status to both internal and external stakeholders
- Oversees other team members in the execution of strategy including management of open enrolment process including confirmation of specific scope of services, compensation type, project timeframe and required data
- Involves in marketing and renewal process and in reviewing claims and utilization data
6
Experience For Account Relationship Director Resume
- Establishes necessary carrier/ vendor relationship with appropriate contacts and in resolving client issues
- Accountable for revenue and profitability for client accounts
- Generates new sales through existing clients and clients referrals in accordance with sales plans and in actively promoting and introducing other Mercer products and services to clients
- Continually looks to improve the process and procedure to maximize Marketing’s effectiveness on the business. Identifies best practices, celebrates success and models change
- Demonstrated record of successfully transforming business partners’ objectives into effective strategy
- Demonstrating involvement and initiative in Barclays’ objectives of becoming a force for good. Demonstrating effective use of your time and resource in making a real and lasting difference within your community
- Serve as internal account liaison to optimize quality of service, partner ROI, and customer satisfaction; primary post-sales contact who operates in close alignment with staff primary to ensure high renewal rates and in identifying new revenue opportunities to maximize partnerships
- Facilitate creation of an annual business plan for accounts, including budget, contract deliverables, project timeline, marketing/event calendar, Club integration plan when applicable, and proposed metrics. Conduct ongoing analysis and track performance of partner initiatives
- Ensures the right mix of skills, experience, and backgrounds to deliver against customer’s needs and eNett’s evolving business focus
7
Experience For Solution Relationship Director Resume
- Background in advisory services, Tax or audit with a Big 4 accounting firm
- Exhibit a creative and flexible approach to meet changing circumstances - able to move fluidly from tactical to strategic to operational
- Oversee administration of applicable pass through grants, monitor financial performance and execution of contracted deliverables at the Club level
- Support local marketing activities to agreed budgets and timescales and integrate, where possible, with other organized BGCA marketing activities, e.g., product launches, promotions, conferences and national events
- Monitor and report on market and competitor activities of assigned accounts and proactively provide relevant reports and information to the Senior Director, Account Relationships
- Serve as a contact for any account issues; accountable for ensuring resolution; prompt response to internal and external customer needs is paramount
- Attend (when needed) and present at external customer meetings and internal meetings to aid business development
8
Experience For Insurance Client Relationship Director Resume
- Coordinate internal resources, consultants, volunteers and interns to complete contract deliverables
- Plan and lead quarterly account review sessions to ensure spending is on target and deliverables are being met. Coordinate the development of formal performance reports for each assigned account at least annually
- Primary contributor to the strategy development of both assigned accounts and associated programs
- Assist the primary RD sales staff with assigned accounts in meeting the annual fundraising goal; contribute, where possible, to meeting the annual fundraising goal
- Participate in national conferences and collaborations with strategic third parties which further BGCA’s mission
- To manage a team of Client Relationship Mangers to deliver against financial targets, customer satisfaction and service delivery targets
- Foster ‘eNett values & culture’ being an entrepreneurial business that is one of a challenger in the market, securing significant market share and build a profitable business
- Commercial focus and business acumen
9
Experience For Assistant Relationship Director Resume
- Demonstrate the ability to analyse situations accurately and quickly, grasping complexities, identifying key issues and using business insight to apply sound judgment
- Persuasive communicator who possesses the ability to create high impact, command respect and influence stakeholders across various levels of an organisation
- Ten years of demonstrated successful consulting services or solution sales experience in high-end major national/global accounts; verifiable track record of exceeding expectations
- Coordinate and collaborate with specialists, consultants, brokers, industry experts, and other critical team members across WTW segments and geographies to bring the full capabilities of WTW to the client and ensure a streamlined client experience
- Build, invest and grow the client coverage and Barclays revenue flow from Local Corporates based in West India
- Actively drive internal marketing of our CIB franchise with our global network points across CB & IB and responsible to credentialise our franchise with clients through the planned corridor marketing activity
- Partner with Global coverage stakeholders across CB and IB to drive seamless execution of revenue yielding business opportunities within the risk / return framework of Barclays
10
Experience For Associate Client Relationship Director Resume
- Provide excellent customer service and build, develop and deepen an integrated CFO/Treasurer level relationships with clients and widen the product suite with on boarded clients
- Proven experience in delivering high quality client portfolio management and proficient technical competencies
- Good understanding of the policies and strategies across the Group as they relate to the demands of the team’s customer base
- Ideating, prototyping, developing and commercializing new or improved products that solve business needs
- Building an efficient industry networks and act as a knowledge leader for your sector & developing market profile and industry specialism
- Understanding of impact and implementation of marketing and sponsorship activity
- Working in a consultative manner, identify opportunities and collaborate with Account Leader to develop winning and integrative solutions across SBUs
List of Typical Skills For a Relationship Director Resume
1
Skills For Client Relationship Director Resume
- A high level of interpersonal skills demonstrated by good oral and written communication at all levels
- Highly developed interpersonal skills, with the ability to communicate clearly and effectively in a range of contexts
- Strong humility, listening, creativity, and negotiation skills
- Strong Analytical skills with proficiency in Excel
- Maintaining strong working relationships with key stakeholders to ensure a seamless client experience
2
Skills For IT Business Relationship Director Resume
- Experience in presenting, packaging and proposing integrated solutions to demonstrate value and potential return on investment to clients
- Strategic and/or consulting skills in helping clients maximize short- and long-term drug development goals
- Knowledge: Industry accreditation (or working toward), e.g., QPA, RPA, or CEBS or significant work related experience with demonstrated knowledge
- Ten years of demonstrated business services experience in a position requiring the management of corporate accounts
- The highest levels of technical analysis & conceptual design skills including solution development,
- Proven history of taking accountability for own work and results. Demonstrated ability to form constructive opinions and defend them
- The ability to plan, organise and manage your time effectively under pressure
- Detailed knowledge of the core and specialist products offered into the insurance market with demonstrated experience in a similar role
3
Skills For Business Relationship Director Resume
- Solid sales (hunter) personality with a strong desire and ability to add new client companies and drive new revenue
- Presentation, negotiation and inter-personal skills
- Network effectively both internally and externally and maintain/develop relationships with key figures in the business community
- Languages skills other than English
- Demonstrated success selling; large account business-to-business sales experience
- Very strong leadership qualities with definitive, successful experience in leadership positions
4
Skills For Strategic Relationship Director Resume
- A proven ability to formulate and deliver an effective customer acquisition strategy
- Proven years of sales experience in the financial services industry
- Building a strong contact database with marketing initiatives to have an informed input to Global Client account plans and man-marking activity
- Using prioritisation model to ensure regular contact with customers, including strategic annual review, service meetings, complaint resolution, etc
- Understanding of and experience of working with customers in regulated industries
- Providing leadership and coaching to less experienced portfolio managers
- Supporting existing customers to provide excellent service and be recognised as a trusted advisor
5
Skills For Consumer Relationship Director Resume
- Demonstrates an entrepreneurial drive blending urgency, strategic thinking, and an awareness of influencing behavior in a global environment
- A strong understanding of the various businesses and underlying products that make up Commercial Banking, Ulster Bank and RBS
- Experience working closely with Learning & Development needs/solutions
- Experience and understanding IT leadership, compliance and risk mitigation in a regulated industry working with corporate quality team
- Be a trusted advisor to the clients gaining a good understanding of their needs to identify where Ashridge can challenge them and add value
- Maintains an good understanding of the T&O organization through ongoing collaboration with ITOPs SDM, stays abreast of the current organizational state
6
Skills For Account Relationship Director Resume
- Good working knowledge of inbound and outbound communications within an organisation including the digital agenda
- Experience of winning new business, being proactive
- Experience of structuring and understanding complex transactions to meet customer requirements
- Experience coaching and developing team members
- Corporate and Investment banking experience
- Applicable Insurance banking experience
- Commercial Effectiveness: Including Client/Customer Focus and Commerciality
7
Skills For Solution Relationship Director Resume
- An excellent understanding of the impact of economic environment on customers’ needs and business
- Prioritize and multi-task in a demanding and fast paced work environment
- Experience of managing external non Capita customers
- Experience working in a large corporate company environment
- A proven ability to undertake detailed risk analysis and complex debt structuring
- A proven record of working as part of a team
- Solid understanding of IT, regulatory, and finance assets and capabilities
8
Skills For Insurance Client Relationship Director Resume
- Deep knowledge of the executive education sector – experience required
- Experience in lead generation and the development of business opportunities
- Proven ability to build relationships and quickly develop trust with C-level executives
- Strong drive and sense of urgency to get things done
- Experience of Sales/Relationship Management
9
Skills For Assistant Relationship Director Resume
- Experience with Phase II/III and/or Late Phase (Access)
- Experience within Early Phase or Phase II/II and/or Access
- Experience in both sales and delivery roles
- Experience in the Regulatory services
- Experience in the Access (Late Phase) space
10
Skills For Associate Client Relationship Director Resume
- Food & Beverage, Pharmaceutical or Life Science industry experience
- Hands on knowledge of Ariba and advanced vendor portal capabilities, ideally with implementation experience
- Experience with HR technology in global companies with operations in multiple global regions
- Sound experience of financial analysis and the ability to identify and structure the most appropriate solutions for our clients
- Work independently and also a strong team player
- Experience in financial analysis and an appreciation of the wider overall economic and financial outlook
- Experience in financial analysis and the ability to identify and structure the most appropriate solutions for clients
- Strong market awareness and an appreciation of the wider economic and financial outlook
List of Typical Responsibilities For a Relationship Director Resume
1
Responsibilities For Client Relationship Director Resume
- Excellent command of the English language with strong written and verbal communication skills is crucial
- Proven ability to develop effective relationships and to work at all levels of a company including senior and executive management
- Proven experience in delivering high quality client portfolio management with HNW Clients and proficient technical competencies
- Demonstrated superior ability to develop and lead relationship building activities with C-Level executives, including CEO, CFO, COO, and / or CIO
- Strong understanding of & track record in commercial / corporate banking credit
- Demonstrate excellence in applying MarketEDGE, KPMGs sales methodology
- Previous experience in a service role, meeting customers’ needs with appropriate business products and propositions
- Influence and maintain effective working relationships with coworkers, managers, clients and customers
- Experience in leading technology change initiatives
2
Responsibilities For IT Business Relationship Director Resume
- Professional experience in both sales and delivery roles focusing on MARKET ACCESS
- Several years in similar role and several years’ experience of corporate DB and DC pension plans
- Lead regular technology prioritization meetings with the Restaurant Technology Stakeholders that drive continuous improvement and innovation
- Recommend solutions assuring fit with business unit direction, strategy and priorities
- A well-developed professional network with the proven ability to leverage that network in a business context
3
Responsibilities For Business Relationship Director Resume
- An ability to operate at an appropriate level in a strategic context, leverage internal capability and not “micro-manage” account delivery
- Consulting with business organizations and executives on technical solutions
- Consulting toward sector senior leadership on IT strategy, tools and solutions
- Establishing a leading presence in the Funds sector, developing a marketing and introductory plan which adds value to the market and clients
- Developing and recording specific client plans and ongoing dialogue with clients, meeting high conduct standards
- Identifying and managing risks, including proactive management of problem loans, data quality and portfolio reporting
- A track record of generating new and innovative income streams and building outstanding client relationships
- Ensure that pricing is appropriate to win the business and meet financial targets, including profitability, contractual terms and business risk
- Pursue awareness of competitive activities, position and pricing, including reasons for awards and non-awards
4
Responsibilities For Strategic Relationship Director Resume
- Communicate existing IT capabilities to Stakeholders to maximize re-use of existing IT assets across customer needs
- Travel required (frequency varies depending on the time of the year and the assigned region)
- Create new business through organized lead qualification and prospecting to increase market penetration
- Direct responsibility for assigned Accounts including NBA growth, Bid pursuit, commercial negotiation of contracts
- Lead bid pursuit meeting
- Communicate existing IT services to RR restaurant business partners, primarily Red Robin’s SVP/COO of Restaurant Operations
- Participate in the broader external communities (e.g. BRMI) to keep up with industry best practices and emerging trends
5
Responsibilities For Consumer Relationship Director Resume
- Provides support to define the necessary structures for the management of financial planning data and costs, as well as for the allocation of costs to services
- Accountable to analyze the structure of service provisioning cost and the profitability of services
- Build market awareness of KPMG for assigned product and service offering
- Thorough understanding of Healthcare documentation processes
- Likely to have previously undertaken a role with customer contact in a similar market place for at least 2 years developing business awareness
- 3+ full lifecycle ERP implementations, including deployments on a global scale
- Knowledge of HR solutions including Kronos, dormakaba, ADP, NGA or ClougPay
6
Responsibilities For Account Relationship Director Resume
- The ability build productive, trusting relationships
- A consistent record of providing imaginative and creative solutions to complex problems
- Client Coverage & Relationship Management - 60%
- Experience with client relations orientated roles in a culturally diverse international market and the ability to exert commercial negotiation and influencing skills
- Managing and growing effective client relationships, identifying and managing solutions to meet a wide range of client needs, including banking, investments, foreign exchange and wealth structuring
7
Responsibilities For Solution Relationship Director Resume
- Leading initiatives with external business introducers, trade associations, solicitors and accountants and increasing the portfolio value of key clients across the Captives business
- Maintaining regular proactive contact with the client and respond swiftly to client queries and questions, with a focus on improving our customer satisfaction and net promoter scores
- Demonstrating a quality understanding of the business and strategy of the clients within your portfolio
- Identifying opportunities and convert clients for long term commercial reward, as well as to be able to manage your own business plan and continuously refine how to achieve your business goals
- Financial services and banking experience (essential) and a thorough understanding and appreciation of the need to operate to high risk and regulatory standards particularly in their target markets
- Excellent profit orientation and business awareness experience with a client focus, with the ability to build responsibilities and exert commercial negotiation and influencing skills
- Managing and growing effective client relationships, and meeting a wide range of client needs, including investments, banking, credit and foreign exchange introducing specialists as appropriate to support
- Managing a portfolio of mid to large-size customers, with a range of turnover, to maximise sustainable income with a focus on the Non-Life specialty (NLS) market
8
Responsibilities For Insurance Client Relationship Director Resume
- Identifying and driving business development with new and existing clients to increase wallet share and to win new business
- Managing the co-ordination / evaluation and execution of large structured debt and / or trade transactions, owning the pricing and credit processes
- Credit risk management expertise, risk accreditation would be desired
- Cultivate a thorough understanding of the client’s organisation, business drivers and metrics. Use this information to create a strategic business plan for each client and delivery against those plans
- ‘Can do’ attitude reflected in pro-active internal problem resolution and follow-up
- Professional sales experience in high-tech or service-related industries, preferably staffing sales, software sales, technology solution sales, financial services etc., calling on C-level decision makers at small to mid-size companies. Tax related industry experience not required
9
Responsibilities For Assistant Relationship Director Resume
- Identify and qualify prospects, create call plans and track progress in Salesforce, conduct daily outbound sales calls (cold and warm calling), schedule and hold sales appointments, obtain needed information to
- Support Account Leader in therapeutic area, service line or region specific account plans
- Lead activities that accelerate growth and profitability
- Develop or contribute to account plans
- Develop proposal narratives and executive summaries
10
Responsibilities For Associate Client Relationship Director Resume
- Lead and sign off proposal strategy and development in collaboration with cross functional colleagues
- Establish and maintain Executive Stakeholder customer satisfaction, engagement and relationships
- Establish and maintain technology roadmaps that support Stakeholder’s needs
- Develop the technology strategy for Red Robin’s Restaurant Technology Team
- Develops, motivates and manages a team of direct reports
- Represent Business needs to IT as well IT needs to the Business
- Partner with Red Robin’s Enterprise Architect and Governance Teams to create IT’s Service Strategy for Restaurant Technology
- Establish and adhere to annual budget for the Restaurant Operations portfolio
- Proactively manage demand from the Restaurant Technology Team utilizing his or her Team to establish value for changes and coordinate with his or her BRD peers to ensure prioritization of demand is considered understanding the system-wide demand
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