Maria Scott
Client Success Manager
Summary
Goal-oriented Client Success Manager adept at promoting customer loyalty and maintaining retention with proactive and hands-on strategies. Familiar to defusing customer dissatisfaction and managing competing priorities with superior results. Effective at giving customers highly positive experiences as primary liaison and company representative. Ready to bring years of experience and take on challenging new role.
Overview
9
9
years of professional experience
Work History
Client Success Manager
Maximus
Remote, TX
06.2021 - 12.2021
- Hosted daily status calls with operations team and weekly meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
- Gained customer acceptance by demonstrating cost reductions and operations improvements
- Managed successful negotiation to extend four contract renewals with maximus
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
- Created customer support strategy to increase customer retention
- Provided technical troubleshooting and problem solving for clients with installed equipment or system issues
Senior Patient Advocate
University Medical Center
Augusta , GA
07.2019 - 05.2021
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures
- Recommended service improvements to minimize recurring patient issues and complaints
- Responded to patient concerns and questions with compassionate and knowledgeable service
- Maintained documentation on patient activities, coverage issues and hospital actions
- Facilitated communication between patients, the legal team and executive hospital staff
Partner Connectivity and Account Management
Mullins Group Consulting
Atlanta, GA
02.2018 - 03.2019
- Diminished process gaps and encouraged optimal productivity by closely supervising workflow
- Reviewed contracts and agreements to identify potential risks and ideal mitigation strategies
- Developed technical and non-technical marketing presentations, articles and newsletters
- Defined and led strategies to reduce delinquent accounts, analyzing written-off accounts to drive additional recovery and introducing settlement and hardship programs to increase delinquent customer response rates
- Strengthened client satisfaction by reviewing process data, developing solutions and monitoring implementation
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives
- Initiated timely project management within budget constraints for multi-faceted problems concerning executive leaders
Contracts Liaison
United States Air Force
01.2013 - 10.2018
- Interpreted contact terms and coordinated solutions to resolve disputes between clients and service providers
- Solved conflicts and addressed issues that occurred between other entities and business
- Collected and analyzed data and feedback to identify opportunities to improve relationship between other entities and business
- Mitigated business risks by analyzing contracts' potential impacts and avoiding unfavorable terms
Education
Bachelor of Arts - International Business Management
Western Governors University
Salt Lake City, UTUI/UX Design
Google Career Certification
OnlineProject Management
Google Career Certification
Online Skills
Customer service and support
Client renewals and prospecting
User feedback
Growth Strategies
Training and mentoring
Database Management
Research
Accomplishments
- Served as a client advocate, providing excellent service and exemplary support, which resulted in several lucrative contracts attained through word-of-mouth referrals.
- Maintained a 96% client retention rate resulting from outstanding engagement, dynamic support and personal attention.
- Participated in community events, including seminars and workshops which reached new prospective clients and resulted in the establishment of 4 new contracts.
Timeline
Client Success Manager
Maximus
06.2021 - 12.2021
Senior Patient Advocate
University Medical Center
07.2019 - 05.2021
Partner Connectivity and Account Management
Mullins Group Consulting
02.2018 - 03.2019
Contracts Liaison
United States Air Force
01.2013 - 10.2018
Bachelor of Arts - International Business Management
Western Governors University
UI/UX Design
Google Career Certification
Project Management
Google Career Certification