Holley LeFeber
Client Success Manager at YourCause- Claim this Profile
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Topline Score
Bio
Credentials
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How to Keep High Performers Engaged
LinkedInAug, 2022- Nov, 2024 -
Psychological Safety: Clear Blocks to Innovation, Collaboration, and Risk-Taking
LinkedInMar, 2022- Nov, 2024 -
COBRA Certification
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Cafeteria Plan Certification
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HIPAA Compliance & Security Certification
Experience
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YourCause from Blackbaud
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United States
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Software Development
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1 - 100 Employee
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Client Success Manager
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Nov 2015 - Present
➤ Drives customer success strategies and works collaboratively to build solution roadmap to achieve business objectives, ultimately leading to strong renewal and expansion of the YourCause portfolio. ➤ Creates and produces comprehensive training materials for new hires to improve client-facing skills, ensure uniformity of work processes, enhance workplace environment, and increase productivity and performance. ➤ Creates and produces videos using Camtasia for internal and external users to familiarize them with how to use site functions. ➤ Takes full accountability for all aspect of relationship management of assigned accounts focusing on maximizing client satisfaction and product usage across all product and service lines. ➤ Assists clients in site setup within a proprietary software structure, answering questions when needed, providing information to enhance product knowledge, and resolving issues by delivering technical solutions. ➤ Collaborates with internal partners to manage customer feedback lifecycle and deliver insights to internal business leaders to influence key decision making and steer high-value outcomes. ➤ Generates and completes all issue documentation, ensuring accurate and complete details and compliance with policies and best practices before submitting to engineering teams for appropriate resolution. ➤ Fueled positive customer outcomes through ongoing collection and analysis of data and feedback and the translate it into retention strategies and feed the product roadmap. ➤ Enhances and leverages technical knowledge of JIRA and ADO to support agile development team of engineers in tracking issues such as bugs, stories, and epics. Show less
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WageWorks
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United States
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Financial Services
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300 - 400 Employee
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Account Manager
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Jan 2009 - Nov 2015
➤ Oversaw national client accounts, including monitoring claim payment, participant inquiries, and funding, and executed sales plans to close new opportunities within existing customer base and meet territory profit goals. ➤ Recognized top performer given with the Service of Unequalled Excellence Awarded for outstanding performance. ➤ Enhance productivity and ensured cost-effective management of client accounts with funding exceptions by introducing a pioneering account monitoring system and streamlining documentation process. ➤ Performed as a Subject Matter Expert for Commuter Benefits, maintaining smooth and efficient flow of information from the client to CONEXIS to the commuter vendor, internal claims processes, and individual transit authority. ➤ Trained and mentored new employees on company policies and procedures to improve employee job skills and knowledge, drive uniformity of work processes, and boost productivity and performance. ➤ Cultivated and built lasting relationships with clients, staff, teams, and interdepartmental units to maximize opportunities and foster a working environment that breeds success. ➤ Leveraged strong skills on employee relations and event management by serving on the Employee Appreciation event committee for 2 years, strategizing, planning, and executing activities and administering event budgets. ➤ Drove positive client experience and amplified satisfaction by understanding client's needs, rapidly investigating problems, and providing proactive solution for a timely and accurate resolution. ➤ Reinforced comprehensive record management and documentation by generating claims documentation, plan documents, client reports and others while ensuring compliance with regulations, policies, and procedures. ➤ Propelled plan efficiency, decreased plan issues, and heightened participant experience by streaml ning processes for improvements, performing proactive reporting of plan statistics, and identifying opportunities. Show less
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Leggette Actuaries Inc
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United States
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Construction
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Senior Account Manager
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Jan 2004 - Dec 2009
➤ Oversaw daily operations and processes of dental plan administration, including updating applicant eligibility through an Access file, processing claims, writing checks, and performing programming changes and corrections. ➤ Provided leadership and performed as primary point of contact for multiple high-value client accounts and steered strong and healthy relationships with clients and the company. ➤ Served as liaison and managed the company's groundbreaking transition to a Treeno fax server system in all areas of product development and design, and handled maintenance of the system after implementation. ➤ Administered the update of all plan documents in SunGard while ensuring compliance with company guidelines. ➤ Developed training materials and coached new employees to drive efficient and productive workflow. ➤ Researched and analyzed business environment of assigned clients, industry trends and competitor services offerings to ensure optimal client experience and increase satisfaction. ➤ Managed the strategic planning process, including research, analytics, competitive analyses, collaboration with team members, and development of tactics, corresponding timelines, and budgets. ➤ Communicated in an organized, clear and concise manner to effectively express ideas, plans, actions, and projects to support client needs. Show less
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Education
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2008 - 2009
University of Phoenix
Master of Business Administration - MBA, Business Administration -
2005 - 2007
University of Phoenix
Bachelor of Business Administration - BBA, Business Administration
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