Profile
15+ years experienced strategic and technical account management professional with a commitment to providing exceptional customer service, attaining impactful results, infusing a high level of product knowledge into operational processes and proactively building relationships and trust.
Experience Summary
Account Manager, Rovi, Inc., New York
July 2006 to Present
Senior relationship and account manager providing strategic technical support, analysis, and guidance for several assigned product lines and client types. Manage relationships with C-level executives, developers, marketing, and legal teams, across the US, EU, CA, and Israel. Work closely with internal and external stakeholders to discover and manage customer expectations and requirements, qualify and offer processes, and elaborate on ad-hoc solutions to drive client success and retention. Partner with Product Management and Engineering teams to address clients’ pain points and requests, identify potential new features, and resolve technical issues.
• Successful long term management and retention of top tier accounts including eBay, Best Buy, CBS Interactive, and RhythmOne (All Media Network).
• Lead client implementations and training, and manage issues resolution, achieving industry-leading client retention rates.
• Regularly and successfully review client utilization and implementation of Rovi products in order to ensure client satisfaction and identify upsell opportunities.
• Consistently maintain technical kn owledge required to support product lines, including SQL and API technologies, and routinely participates in new industry related and business training.
• Contribute 1 article per month to the product knowledgebase, outlining specific features and technical details of Rovi’s products and services.
• Assisted in several upgrades and process improvements to Salesforce, providing testing and feedback for the internal team.
Account Manager
Catalyst Rx, Rockville, MD
2004 to 2006
Strategically managed client relationships to ensure satisfaction, renewal, and expansion of existing business providing support and answers for all aspects of the company’s services.
Devised programs to assist in cutting costs, and more effectively managing therapies through identification of drug coverage, utilization, and spending. Frequently traveled to clients’ benefits fairs, providing detailed overviews of their prescription plans to their employee base.
• Managed and retained one of Catalyst Rx’s largest TPA (Third Party Administrator) relationships which included approximately 100 groups and over 36,000 covered lives.
• Executed quarterly industry trend reports to guide overall market analyses for clients.
• Contributed to client newsletters with product information and best practices.
Multiple Roles
Advance PCS, Irving, TX
1999 to 2004
2003-2004
Account Manager
2002-2003
Client Advocate
2001-2002
Internet Team Customer Service/Web Support Representative
2000-2001
Material Services Supervisor
1999-2000
Card Production Processer Lead
Earned several promotions having demonstrated a strong customer focus, ability to learn quickly, and master complex industry concepts. Attained responsibility for over nine employees overseeing the card production, check reimbursement, and mailroom teams. Led the card production team working closely with both Client Services and directly with clients to ensure their members ID cards were correctly designed and processed in a timely manner.
Provided technical support and health plan information to members utilizing web services.
Further promoted into the Client Services department providing management and ownership over account relationships, driving issues resolution and client satisfaction.
• Successful management and retention of assigned client base.
• Coordinated multiple card production and check reimbursement projects, ensuring on time completion and satisfaction of client deliverables.
• Managed nine full time employees and up to six temporary workers.
Education & Qualifications
MediaBistro
2014-Present
Online Certification
User Experience Design
Digital Content Strategy
Digital Project Management
Richland College, Dallas, TX
2001 to 2002
Completed CISCO Systems
Engineer coursework
Berklee College of Music, Boston, MA
1994 to 1995
Pursued Bachelor of Music
Howard Community College, Columbia, MD
1993 to 1994
General Undergraduate Studies
Skills
Salesforce.com
MS Office
Web Services APIs
CRM
Account Management
Client Retention
Project Management
SQL
Jira
HEAT Call Tracking System
AS400 Claims Adjudication Database
Volunteer Experience
Central Park Conservancy / 2015 to Present / New York, NY New York Cares / 2006 to Present / New York, NY Computer tutorials, Meals on Wheels delivery, Record Books for the Blind with RFB&D
