Client Account Manager resume example

As a small payments processing organization, the Operations Team was responsible for many aspects of the business including the day to day client services support, presales meetings with potential clients, new client implementation, supplier enrollment and onboarding (new and existing clients), third party vendor management and payment processing.

• Restructured three isolated departments into a single Client Services group, realigned workflow to gain cross training and succession structure, benchmarked salaries, designed and implemented metrics, and deployed management-based objectives (MBO) with SMART goals and performance reviews.
• Created and managed key partnerships to enhance payment platform options, eliminate costs for vendor enrollment, and increase client revenue and automation.
• Continuous improvement of Salesforce CRM to reduce the number of required resources and manual processes, including the self-directed design and creation of a Salesforce ticketing system savings $24K annually and adding the ability to track/create/report operational metrics.
• Audit of operations process flow and 3rd party resources to replace outdated, costly, and time-consuming processes with automated, real-time solutions, including; research of upgraded options, defining business need and staffing requirements, budget approval, and the creation/execution of the approved project plan.
• Researched Salesforce admin process, designed and created a Salesforce ticketing system, resulting in the savings of $24K annually and the ability to track/create/report operational metrics.
• Dynamic cross-functional collaboration to brainstorm, assist in the design and implementation of new technical functions, UAT testing and change management with internal and external stakeholders.
• Created alert protocol for internal issue escalation and communication, root cause analysis, standardized customer incident report process, and the design and implementation of short and long-term corrective actions for issue resolution.

Responsible for providing a strong focus on revenue generation and client satisfaction. Engaged in strategic customer implementation planning to ensure a high percentage of electronic payment enrollment.

• Created workflow and electronic enrollment process for multiple payment types resulting in the streamlined enrollment process for vendors and increased revenue and automation for clients.
• Supervised the tasks and performance of three direct reports, providing training as needed.
• Created a ‘one touch’ integrated payables vendor outreach program to initiate calls to vendors and offer multiple payment types for increased revenue for clients and heighted payment volume, providing instruction to a partner organization in the process.
• Negotiated a no-cost enrollment service through the partner company to manage onboarding, saving upfront costs and hiring requirements.
• Designed and implemented electronic enrollment forms for the integrated payables platform.
• Managed the pipeline report, drove revenue through onboarding campaigns and strategy, and managed data in Salesforce.
• Designed and implemented an updated Salesforce structure to allow the use of native Salesforce functionality and streamlined processes.

Outside of the management team, I was the first employee hired by Inworks. My initial role was to be available to assist as needed and perform an array of administrative and customer service tasks.

• Delivered outstanding customer support, engaging in problem solving and product planning/deployment.
• Provided key input into the company’s development of process, procedures, and policies.