Experience

Liaison International

• United States
• Education Administration Programs
• 200 - 300 Employee

• Client Delivery Manager

  • Jan 2019 - Present



SS&C Intralinks

• United States
• Financial Services
• 700 & Above Employee

• Senior Customer Success Manager

  • Apr 2018 - Jan 2019

• Client Service Manager

  • Sep 2014 - Mar 2018

  Responsibilities: • Collaborated on and validated solutions developed by pre-sales teams as needed • Took on new projects, consulted with clients regarding best use of IntraLinks, developed and documented appropriate project plans • Drove, implemented and oversaw all project activity. • Proactive, consultative client ownership: anticipated client reactions and responded accordingly, managed internal and external expectations and crises, gathered feedback, trained users, prepared… Show more Responsibilities: • Collaborated on and validated solutions developed by pre-sales teams as needed • Took on new projects, consulted with clients regarding best use of IntraLinks, developed and documented appropriate project plans • Drove, implemented and oversaw all project activity. • Proactive, consultative client ownership: anticipated client reactions and responded accordingly, managed internal and external expectations and crises, gathered feedback, trained users, prepared for, lead/followed up on meetings in person and by phone, engaged in ongoing follow-ups with clients to check in on progress and assure project success, etc. • Ensured client satisfaction while maintaining overall, responsibility to Intralinks’ best interests. • Communicated project status to Sales on an ongoing basis • Assisted sales by interacting with potential clients, going on sales-calls and handling demonstrations • Gained and maintained current product and cross-vertical knowledge and certification • Planned for impact of new features on projects and clients and communicated as needed internally and externally • Provided feedback to Product Marketing • Developed and improved processes and best practice recommendations • Provided assistance to colleagues as needed, including participation in training and certification of others, workload balancing, coverage, etc. • Followed established Processes & Procedures and used good judgment to take appropriate action where there were no established methods • Maintained documentation of client projects, timekeeping, case studies, etc. • Participated in other projects and tasks as needed



Forrester

• United States
• Research Services
• 700 & Above Employee

• Senior Account Development Manager

  • Aug 2014 - Aug 2014

  • Generated incremental revenues from the existing client by selling additional products and services. • Supported the account manager/director who sells/maintains relationships with the designated account. • Drove early stage opportunities through the pipeline. • Performed name and organizational development by business unit in the existing account (by phone, email, etc.). • Developed an understanding of clients’ business issues and how to apply Forrester products and services to… Show more • Generated incremental revenues from the existing client by selling additional products and services. • Supported the account manager/director who sells/maintains relationships with the designated account. • Drove early stage opportunities through the pipeline. • Performed name and organizational development by business unit in the existing account (by phone, email, etc.). • Developed an understanding of clients’ business issues and how to apply Forrester products and services to develop strong value propositions. • Drove satisfaction and loyalty as measured by active readership of research. • Maintained quality relationships to retain clients and win referrals to new clients within the account. • Developed account strategies with the support of the account director. • Understood the changing business and technology issues facing Forrester’s client base. • Communicated effectively in writing and via the telephone. • Tracked account and pipeline information in Siebel and Sales Force.

• Account Development Manager

  • May 2012 - Aug 2014

  • Generated incremental revenues from the existing client by selling additional products and services. • Supported the account manager/director who sells/maintains relationships with the designated account. • Drove early stage opportunities through the pipeline. • Performed name and organizational development by business unit in the existing account (by phone, email, etc.). • Developed an understanding of clients’ business issues and how to apply Forrester products and services to… Show more • Generated incremental revenues from the existing client by selling additional products and services. • Supported the account manager/director who sells/maintains relationships with the designated account. • Drove early stage opportunities through the pipeline. • Performed name and organizational development by business unit in the existing account (by phone, email, etc.). • Developed an understanding of clients’ business issues and how to apply Forrester products and services to develop strong value propositions. • Drove satisfaction and loyalty as measured by active readership of research. • Maintained quality relationships to retain clients and win referrals to new clients within the account. • Developed account strategies with the support of the account director. • Understood the changing business and technology issues facing Forrester’s client base. • Communicated effectively in writing and via the telephone. • Tracked account and pipeline information in Siebel/Salesforce.

• Briefing Coordinator

  • Apr 2011 - May 2012

  Act as a liaison with vendors and users for all requests for analyst briefings Accurately track and process requests within a certain timeframe to ensure superior client/vendor experience Schedule about 50 briefings a week submitted by clients to analysts based on their content coverage Work closely with various Forrester teams to identify sales leads and provide basic client support Work with manager and team to identify innovations to streamline the briefings process