Director, Client Management Resume Sample
Seth Gerhold
2984 Percival Viaduct,
Boston,
MA
+1 (555) 974 2325
Work Experience
Director, Client Management
05/2015
-
PRESENT
Detroit, MI
- Maintain a proper work environment, ensure resources are available
- Manage the sales forecasting process
- Maximize sales of company hardware and software products within assigned region. Achieve targeted incoming orders and objectives. Allocate annual sales quotas to sales associates
- Manage discount goals
- Develop, build, and maintain rapport and favorable relations with our customers
- Ensure customers are knowledgeable of Diebold Nixdorf’s sales and service policies
- Achieve or exceed assigned sales quota
- Ensure compliance with and the accuracy of the sales forecasting and order entry processes
Senior Director, Client Management
06/2011
-
01/2015
Dallas, TX
- Maximize sales of DN systems, software and services offerings within assigned accounts by achievement of sales order and revenue goals
- Manage and participate in deal review process. Meet and collaborate with executive customer teams to ensure customer needs are met
- Advise Vice President and Sales Operations of customer competitive developments, new opportunities, applications and offerings
- Sales leadership competence and the experience in successfully leading a high performing team of direct sales associates
- Proven track record of building and maintaining executive relationships at executive levels with customers
- Highly motivated and possess a successful track record of exceeding team quota assignments
- General knowledge and understanding of the DN and competitive offerings, including enterprise wide solutions and integrated services applications
Director, Client Management, Optumrx
03/2005
-
05/2011
Phoenix, AZ
- Drive client revenue growth by introducing new solutions that capture a greater share of the client’s outsourcing spend
- Portfolio Retention rates
- Portfolio Revenue Growth
- To support client’s efforts to navigate the brand identity development process by acting as a business partner and a resource
- Meet regularly with individual staff members to review progress toward each one’s operational performance work plan (OPW)
- Develops and maintains effective long-term relationships between Fiserv and clients by establishing and cultivating relationships with key individuals to drive the highest levels of satisfaction and loyalty with key senior-level decision makers and influencers at select group of clients
- Serves as an industry expert; including communicating relevant industry trends and best practices to clients that ultimately create demand for Fiserv’s products and services
- Conducts regular status and strategy meetings with select clients’ senior management to understand their needs and link them to Fiserv’s product/service strategies positioning us as a “partner of choice” versus vendor
Education
LeTourneau University
2000 - 2004
Bachelor's Degree in Business
Professional Skills
- Demonstrate a strong understanding of assigned client’s business and industry to deliver outstanding service
- Responsible for margin, revenue projections and actively sharing financial health of assigned accounts, portfolio resource management utilization, and overall workflow and financial management
- Strong experience working with Underwriting risk models for Payers
- Proven success at championing the client satisfaction experience within large, complex client delivery systems and solution platforms
- Strong experience with Payer Risk Adjustment and predictive modeling
- In health care, financial services, and/ or health insurance industry preferably with prior experience with Health Savings Accounts
- Experience working with large, complex employer plan designs
How to write Director, Client Management Resume
Director, Client Management role is responsible for training, negotiation, reporting, retail, security, design, education, research, digital, modeling.
To write great resume for director, client management job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Director, Client Management Resume
The section contact information is important in your director, client management 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 Director, Client Management Resume
The section work experience is an essential part of your director, client management 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 director, client management responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular director, client management position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Director, Client Management resume experience can include:
- Management of Client Management Executives in terms of objective setting, guidance and assistance in all aspects of selling, training and skills development
- Serves as senior face of Fiserv to clients for Card Services , effectively articulating our vision and direction
- Have a strong working knowledge of PCLender’s products and services, operational procedures, company policies and business objectives
- Experience engaging with distribution networks
- Protects and grows the business by delivering excellent service to clients
- Provides clients with streamlined path for resolution of questions or and grows the business by delivering excellent service to clients
Education on a Director, Client Management Resume
Make sure to make education a priority on your director, client management resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your director, client management 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 Director, Client Management Resume
When listing skills on your director, client management 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 director, client management skills:
- Demonstrated expertise in effectively implementing Evidence-Centered Design for developing assessment instruments that leverage digital technologies
- Superior interpersonal and communication skills (written and verbal); persuasion and negotiation skills; tact
- Strong communication and negotiation skills; ability to anticipate and manage conflict resolution. Ability to lead and support team through tenuous situations
- Superior critical thinking, problem solving, analytical, and decision-making skills; ability to plan and strategize
- Serves as senior face of Fiserv to clients for Card Services, effectively articulating our vision and direction
- Established record of using strong client satisfaction experience to drive new and deeper revenue streams
List of Typical Experience For a Director, Client Management Resume
1
Experience For Senior Director, Client Management Resume
- Participates in preparing for and attending client meetings and finalist sales presentations as necessary
- Serves as escalation point for both internal and external issues; managing issues to closure and seeks additional support/help when necessary
- Oversee creation of annual development plans consistent with NAEP’s assessment framework, reporting goals, and client expectations
- Engages and builds relationships with other leaders across division, and company
- Continually monitor each client’s participation rates from various reports such as site traffic, assessment reports, and points’ reports. Based on goals, client culture, and communication efforts suggest improvements to ongoing strategy
- Accountable for the highest levels of client satisfaction measured by client feedback and exceptional Net Promoter Score
- Implement to deliver market value at market speed
- Shares a belief that “execution on the fundamentals” earns your right to innovate
- Ensure adherence to best practices and consistent delivery methodology
2
Experience For Director Client Management Resume
- Focus on the best course of action for our clients and our enterprise
- Inspires, guides and drives innovative change
- Translates new concepts and ideas into simple, practical ways to create value
- Anticipate the full scope, complexity and implications of actions we take
- Anticipate the true organizational and operational response
- Responds to all electronic, phone, facsimile or letter inquiries from the client’s staff within twenty - four hours of receipt or two hours for urgent inquiries
- Actively participates in OptumRx’s Compliance and Ethics Program, including attending annual compliance and ethics training and reporting suspected violations of the law or OptumRx’s policies and procedures
3
Experience For Director, Client Management, Optumrx Resume
- Monitor client satisfaction, facilitate improvement as needed, and regularly communicate with client’s key stakeholders in conjunction with the Client Partner. Manage client escalations to ensure client satisfaction. Issue resolution skills and experience are required, coupled with excellent follow-up skills
- Increase ‘wallet share’ among Fiserv DNA client base
- Establishes partnerships and relationships with internal and external customers, stakeholders, peers, and direct reports. Builds strategic partnerships with external agencies and organizations to advance Jeppesen's position on key issues
- Assists in the leadership of the Aviation BU and Corporation through participation on the BU and Jeppesen leadership teams. Serves as a stakeholder in business unit strategy decisions
- Applies expertise in budget management principles and practices to ensure realistic budgets are set and attained for multiple projects across the organization. Monitors organizational financial metrics to support budgetary planning and to determine appropriate corrective action. Determines financial objectives for organization or functional area
- Prioritizes and conducts regular on - site client meetings as appropriate to proactively review team performance, client benefits, drug utilization and trend management strategies
- Establishes multiple corporate relationships and participates in client sponsored events / charities as appropriate. Cultivates in-group growth through these relationships
4
Experience For Senior Director, Client Management Optumrx Resume
- Achievement of all goals through enhanced client experience, quality sales and client management execution
- Maintain up-to-date knowledge of all company products, services and functionality
- Establish/develop, supervise and maintain exceptional working relationships with third party vendors that leverage referrals and business development opportunities
- Assist with the creation of annual budget and department objectives
- Supervise assigned resources to meet revenue and budgeted objectives
- Identify opportunities and contribute to PCLender product roadmap and service delivery objectives
5
Experience For Optumrx Director, Client Management Resume
- Meet weekly with management to discuss sales strategies, account acquisition and account management
- Interact with the management team to provide feedback, insight and ideas that contribute to the growth and success of the PCLender’ product and services
- Bring potential revenue opportunities for PCLender to the attention of management (new product possibilities, advertising, partner referrals and joint marketing efforts)
- Collaborate with PCLender executive team to assist with collective product and department goals and corporate objectives
- Driving overall account planning and engagement, building client relationships, and managing a portfolio of clients, aiming to achieve the highest levels of customer satisfaction as measured by referenceability, contract renewals, and Net Promoter Scores, and pipeline development for future upsells
- Proactively and clearly articulating overall client status across through dissemination of ongoing reporting to key audiences, including Client Services leadership and other internal stakeholders and leadership teams
- In - depth healthcare knowledge, understands important trends
6
Experience For Senior Director Client Management Resume
- Client satisfaction - NPS® scores for client and satisfaction surveys completed by HTA staff
- Sales goals associated with client upsells
- Development of strategic plan to manage specific clients and HTA relationship in general
- Create, interpret, and execute Strategic Vision for client relationships
- Direct activities of the entire line and across ETS to ensure consistent ‘one voice of ETS’ communication to client
7
Experience For Director, Client Management, Card Services Resume
- Coach ETS matrix team to ensure a clear set of client expectations in regard to contract scope, schedules, and deliverables
- Develop client specific strategic plans. Assist assigned clients with profit and customer retention strategies, by utilizing market analysis, training sales reps and participating in product development and marketing
- Manage team and accountable for client retention and growth of existing business
- Ensures alignment with corresponding Sales team members
- Provide leadership and subject matter expertise to Assigned Clients to ensure successful implementation
- Coordinate client team efforts to target additional action steps to achieve targets for profit, expense management, and overall customer goals
- Responsible for daily customer satisfaction through a close working relationship with assigned clients’ senior management. Act as the clients’ advocate with internal functional areas. Resolve any escalated issues
8
Experience For Director, Client Management Resume
- Identify areas where performance standards are not being met and work with cross-functional areas to meet or exceed expectations and achieve client persistency
- Provide clients with marketplace information on a regular basis (competitive information, surveys, sales tips)
- Responsible for the delivery and communication of quarterly block results
- Responsible for compliance and execution of treaty and service contracts
- Function independently with only general guidance
- Read and understand Group Disability contracts
- Mastery of group insurance products
9
Experience For Senior Director, Client Management Resume
- Lead and facilitate meetings in an organized and professional manner; small and large group presentation skills with proficiency in training and education
- Effective leadership skills. Ability to match motivation with individuals and inspire team to achieve high levels of success
- In health care, financial services, and/ or health insurance industry preferably with prior experience with Health Savings Accounts
- Strategic, big picture thinker who filters through details to isolate priorities and opportunities
- Knowledge and experience at communication (written and verbal) concepts and issues on various levels with management and employees
- Progressively responsible account management experience within the health insurance industry
- Experience in Education-related fields required
- Experience in financial services
10
Experience For Director Client Management Resume
- Management or supervisory experience
- Drives assigned Client Management team to achieve a high level of Client Satisfaction
- Work with RMs to build documented relationship engagement plans for top tier clients
- Provides our clients with streamlined path for resolution of questions or issues
- Aligns and executes programs to achieve organic client growth through expansion of current offerings and/or incremental services
List of Typical Skills For a Director, Client Management Resume
1
Skills For Senior Director, Client Management Resume
- Strong computer skills; proficient in a PC environment; proficient with MS Word, email systems, Excel and PowerPoint
- Superior conflict management skills
- Experience engaging with senior executives both internal and external
- Underwriting and/or Healthcare Financial experience
- Experience leading a team of account managers or sales
2
Skills For Director Client Management Resume
- Leader with prior success driving large scale, positive client satisfaction within client base
- Experience working in a client/constituent organization
- Leadership or mentoring experience
- Sales or account management experience (preference for working with large financial institutions) in a business-to-business environment
- Establishes priorities that reflect a commitment to shared success
- Account management or equivalent experience in the Group Insurance Space
3
Skills For Director, Client Management, Optumrx Resume
- Demonstrated ability to successfully manage several complex clients with multiple products simultaneously
- Ensure all internal processes are organized to deliver excellent client service
- Documenting value stories, use cases, and proof points from client base and articulating the proof points for broader distribution and collective learning
- Systematic Thinking / Planning
- Maintain knowledge of mortgage industry secondary market investors, warehouse line providers, lending compliance and mortgage banking technology
- Introduce new and optimize existing processes and partner with other disciplines to implement
- Support talent management and peer Client Directors on recruitment efforts, training programs, mentoring, career development plans, and performance management of direct reports
4
Skills For Senior Director, Client Management Optumrx Resume
- Recruit, train, coach and mentor sales and marketing team resources per budget to meet PCLender new customer acquisition objectives
- Identify, document and execute marketing objectives within budget
- Established record developing new and deeper revenue streams
- Invest to understand both the client and our enterprises - looking for ways to navigate and build partnerships
- Break through complexity - clarifying goals, roles, and accountabilities
- Develop sales plans and strategies for achieving client sales goals
- Accountable for hitting the profitability goals and DRMS targets
- Assist the functional areas with client communication, education and training
- Evaluate issues at a strategic level and directing the associated tactical action
5
Skills For Optumrx Director, Client Management Resume
- In-depth understanding of the various aspects of Group Insurance organizations
- Provide assigned Client Management team a clear line of sight of accountabilities and outcomes (e.g. aligning incentives to behaviors)
- Lead the Client Management team successfully to ensure ongoing customer satisfaction and retention
- Lead team accountable for client retention and growth of existing business
- Project a professional image and conduct themselves in such manner while representing PCLender’ business interests
6
Skills For Senior Director Client Management Resume
- Lead standing committee of external experts in TEL-related fields to encourage critical discourse and facilitate input from diverse perspectives
- Formal sales and client management training e.g. Informentis, Miller Heiman, Powerbase
- Pro-active coach and engaged mentor to junior colleagues, with a diplomatic approach to working with all levels
- Leader with a reputation for fostering positive team morale
- Meet new customer acquisition and revenue objectives as identified within PCLender Proforma
- Establish standards of performance and monitor conformance for staff (through performance reviews and metric based reporting).Document and enforce processes that ensure sales processes, activities and prospective customer implementation requirements are accurately documented within PCLender’s CRM
- Establish and support referral party relationships to maximize sales lead generation for the services supported and offered by PCLender
- Organize the preparation and execution of sales conference participation
- Supervise the issuing and signing processes for PCLender licensing agreements within approved templates scope to ensure scope of services, pricing and delivery for new customers is accurately completed
7
Skills For Director, Client Management, Card Services Resume
- Provide a detailed and accurate rolling sales forecast in PCLender CRM, including updates on key accounts and reasons for deviations from plan
- Research and document PCLender competitor’s weaknesses, strengths, pricing, functionality, support and implementation processes
- Document and organize comprehensive collateral and communication of the company’s suite of services and products to qualify suspects and to provide pre-sales consultation and product demonstrations to qualified prospects while documenting the prospects needs to ensure configuration scope is properly documented
- Supervise the development and maintenance of PCLender marketing efforts and compelling presentation material to generate leads of interested customers
- Oversight and motivation of the team including performance
- Explore opportunity to expand client servicing relationships through (regional or global) expansion
- Identify and recommend best-in-class project management tools and processes that can be leveraged across CM team
- Lead your team and set objectives and agenda
8
Skills For Director, Client Management Resume
- Ensure multi-level, strategic client relationships are established
- Explore opportunities to provide additional products and services
- Ensure that client objectives are met with continual follow-up
- Evaluate and analyse the department budget and provide improvement recommendations to department leadership
- Evaluate and analyse client financial statements and holds Account Managers accountable for client profitability
- Business / Industry Acumen & Knowledge
- Experience managing high volume quantitative research studies, interfacing with clients to proactively deliver on agreed KPIs; including people management experience
- Proven ability to profitably manage quality research studies and positively impact commercial development through building potential client presentations and RFP’s when needed
9
Skills For Senior Director, Client Management Resume
- Ten or more years of work/business experience with emphasis on customer service, communications and/or the financial industry
- Demonstrated ability to work with a client’s executive team on strategic and tactical activities
- Collaborate and work effectively across the client’s entire organization including CXO’s, executive sponsors, VPs, Directors, Department Manager’s and End users
- Strategic and consultative client management experience with senior - level executives at employer client accounts
- Experience with health care data and/or in large scale Population Health implementation efforts in the provider or payer space
- Strong decision-making capability. Can digest complex information to understand core issues, develop proposed solutions that align with company and client interests
- Proven client management or sales management experience
- Experience in Pharmacy Benefit Management
10
Skills For Director Client Management Resume
- Management experience and / or key leadership in Client Relations
- B2B Account management experience required
- Drives, expects, and demonstrates an “all in” commitment to flawless and detailed execution
- Demonstrates true accountability and drives others to be accountable
- In a sales or account management role within the health insurance industry
List of Typical Responsibilities For a Director, Client Management Resume
1
Responsibilities For Senior Director, Client Management Resume
- Develop and direct team of Client Managers who act as outward-facing, resources for assigned client(s), with client contact for solutions sold or being implemented
- Ensures assigned Client Managers are accountable for achievement of retention targets; ensure effective partnership with sales team to maximize the renewal event on behalf of Optum to retain, extend and expand the opportunity. Manage team to achieve proforma revenue targets for existing business
- Management experience and / or key leadership in Client Relations
- Hold assigned Client Managers accountable to deliver client service and management programs that help grow both top line revenue and bottom line IOI
- Partners with other leaders to ensure the execution and service delivery of various programs, such as
- Execute client/account plans as developed by the Client Managers
- Meet the agreed sales and revenue targets
- Provide accurate sales forecast information at Executive Management Team meetings
- Build, deliver and maintain the strategy for achieving a balanced pipeline of new business (from existing accounts) and incremental business for allocated clients
2
Responsibilities For Director Client Management Resume
- Assist in creating a team culture within Sales & Client Management and a co-operative culture between the team and other areas of the company. Assist in developing a sales culture across the company to help other managers grow their revenue streams
- Be an executive contact point / escalation point for clients
- Work with relationship managers to build documented relationship engagement plans for top tier clients
- Ensures team is accountable for achievement of retention targets; ensure effective partnership with sales team to maximize renewal efforts on behalf of Optum to retain, extend and expand the opportunity
- Partners across business to ensure the execution and service delivery of various programs, such as
- In Client Management role with specific ownership of client book of business and leadership of account support team
- In a sales or account management role within the health insurance industry
- Significate industry knowledge
3
Responsibilities For Director, Client Management, Optumrx Resume
- MBA or Pharm D
- Management experience leading individuals and/or professionals, engaged with client satisfaction accountability along with client retention and revenue generation and maximization
- Travel 25-50% as needed
- Problem solver and collaborator - can influence and move quickly to solve customer issues
- Min + Travel Required
4
Responsibilities For Senior Director, Client Management Optumrx Resume
- PBM Account Management desired
- Manage medium to large scale, complex programs for assigned client groups
- Grow client relationships through a thorough understanding of client’s business, foreseeing program challenges, mitigating risk, and providing impeccable delivery
- Strong experience in program or account management role
- Great sense of responsibility, accountability, partnership and an efficient, focused multi-tasker
- Personable, genuine client relationship builder with ability to present confidently to clients
- Proficient in Microsoft Office: Word, PowerPoint, Excel, and project management tools
5
Responsibilities For Optumrx Director, Client Management Resume
- Decisions could have a serious long-term effect on the business unit or company’s success and financial impact. Decisions impact performance, compliance & exposure at the enterprise or BU/SU level
- Identify potential issues or problems as they relate to the business, and offer proactive solutions/suggestions
- Establish/coordinate and maintain dynamic and appropriate business relationship with prospects, customers, vendors and PCLender personnel
- Proficiency in the Microsoft productivity (Word, Excel, PowerPoint) and communications (Outlook, Dynamics, SharePoint) applications
- Travel 40% - 50%
6
Responsibilities For Senior Director Client Management Resume
- Demonstrated leadership and team management and development experience. Talent development and alignment of employee personal/professional goals to corporate objectives
- Demonstrated skill in utilizing team member resources appropriately and consistent with objectives, skill level for task, budget and quality standards
- Effective in balancing costs and resources vs. scope and requirements for client service and data requests
- Interprets client and internal needs, assesses requirements with ability to determine actual needs vs. expressed desires and identifies solutions to nonstandard requests
- The willingness to both set strategy, and execute in a very hands on, start up environment
- Political Organizational Savvy
7
Responsibilities For Director, Client Management, Card Services Resume
- Self-Confidence and Judgment
- Responsible for growth of the assigned market and defines revenue targets. Leads a team that defines and executes the market growth strategy for assigned market. Determines the client management team goals/imperatives. Establishes LRBP revenue targets for the market and establishes and manages the client management team budget and global staffing plan required to meet revenue goals
- Consistently works with abstract ideas or situations across functional areas of the business. Through assessment of variables, identifies and evaluates fundamental issues, providing strategy and direction for major functional areas. Requires in-depth knowledge of the industry, functional area, business strategies, and the company’s goals. Has budget responsibility for own functional area
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