Amelia Hoppe
Port Washington,WI
Summary
Dynamic Client Success Manager with 4+ years of experience in FinTech, payments, and customer success, specializing in managing high-value portfolios, retaining at-risk clients, and driving product adoption. Proven ability to identify expansion opportunities, improve partner performance, and lead cross-functional initiatives with sales, product, support, and operations teams. Strong communicator skilled at building long-term relationships, resolving complex issues, and executing growth-focused strategies. Seeking to bring relationship management, strategic thinking, and partner enablement experience to Seat Geek's Client Success organization.
Overview
6
6
years of professional experience
Work History
Client Success Manager
FIS
Remote
03.2022 - Current
- Manage a diverse portfolio of high-value merchants, ensuring product adoption, satisfaction, and long-term retention.
- Partner cross-functionally with Sales, Product, Fraud, IT, and Application Support to resolve complex issues and improve client experience.
- Build proactive client success plans focused on increasing engagement and aligning FIS solutions with client goals.
- Lead communication strategies that improve client sentiment and strengthen partnerships, resulting in measurable increases in satisfaction and retention.
- Translate client needs into actionable insights for internal teams, influencing roadmap discussions and process improvements.
- Streamline communication between clients and internal teams using Salesforce and ServiceNow, ensuring transparent workflows and timely resolutions.
Client Relationship Manager
Worldpay
Remote
03.2022 - 03.2024
- Managed a portfolio of high-risk accounts, performing contract, rate, and metric analysis to identify risks, prevent churn, and drive retention.
- Strengthened client relationships through recurring check-ins, performance reviews, and tailored recommendations based on transactional data.
- Coordinated cross-department efforts (Sales, IT, Product, Fraud, Support) to resolve complex payment issues and improve service delivery.
- Identified growth opportunities within accounts by analyzing usage patterns and recommending expanded products or services.
- Created detailed reporting on customer patterns, business needs, and performance trends to support decision-making and revenue strategy.
- Developed internal training materials and knowledge bases to improve team efficiency and client education.
- Acted as a primary escalation point, owning issues end-to-end and ensuring thorough follow-up and documentation.
Universal Banker
Town Bank
Pewaukee, USA
11.2021 - 03.2022
- Delivered frontline financial services and identified product opportunities during day-to-day interactions.
- Collaborated with the CFO and executive team to complete financial projects and support operational initiatives.
- Coordinated with lending, mortgage, and wealth management teams to support client needs and improve process flow.
Senior Financial Service Consultant
Regions Bank
Metairie, USA
01.2020 - 10.2021
- Proactively identified client financial needs and recommended tailored banking solutions.
- Educated customers on products, building strong relationships and supporting long-term loyalty.
- Provided high-quality service and consistent follow-through on customer requests.
Education
High School Diploma -
Brookfield East High School
Brookfield, WISkills
- ServiceNow and Citrix
- Image center expertise
- Salesforce proficiency
- Customer service excellence
- Business development strategies
- Effective communication
- Professional writing
- Presentation skills
- Client management
- Issue resolution
- Strategic planning
- Customer service and support
- Client education
Licensure And Professional Enhancements
- Louisiana Life Insurance 101
- Wealth Management and Lending training
Timeline
Client Relationship Manager
Worldpay
03.2022 - 03.2024
Client Success Manager
FIS
03.2022 - Current
Universal Banker
Town Bank
11.2021 - 03.2022
Senior Financial Service Consultant
Regions Bank
01.2020 - 10.2021
High School Diploma -
Brookfield East High School