Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Amy Kandravy

Norwell,Massachusetts

Summary

A seasoned executive with over 30 years of experience in business development, financial services technology, and client relationship management. Proven success in driving strategic initiatives with a strong focus on client experience and satisfaction. Known for fostering a culture of client excellence, leading transformative change, and influencing teams to deliver superior client services.

Overview

33
33
years of professional experience
1
1
Certification

Work History

Senior Director, Client Success

Advisor360
11.2021 - Current
  • Manage the largest client relationship at Advisor360 and served as the startup’s first Client Success Manager
  • Engage with executive and operational levels, deeply embedding within the client to understand daily operations, workflows, and evolving needs of the home office and field of financial professionals
  • Act as the client’s advocate, facilitating positive and effective communication with Advisor360 team members across all levels
  • Collect and analyze feedback across client touchpoints, with a focus on enhancing strategies for client success
  • Established governance and client engagement processes throughout SDLC, driving cross-functional accountability
  • Implemented the Client Health Index and process to measure key performance indicators ensuring alignment across support, product, and professional services
  • Leads a cross-functional Client Success Team, driving client priorities, concerns, and results
  • Developed the Client Management Practice with senior leadership, focusing on account plans, power mapping, and action tracking for progress and accountability
  • Developed a forward-looking model for client success and engagement, encompassing support, product engagement, and client success processes to drive scalable improved outcomes and client satisfaction.

Client Experience Director

Cutter Associates
03.2020 - 11.2021
  • Developed and implemented a strategic plan for companywide CX transformation supported by executive leadership team
  • Implemented client engagement index and client risk program, fostering a culture of client accountability
  • Launched new membership renewal process achieving increased client retention
  • Key contributor to requirements and launch strategies for a new company website and member portal
  • Led user experience and go-to-market strategy for the new member portal; drove engagement within online member community
  • Represented and promoted CutterResearch, CutterWealth, and CutterConsulting services to clients, managing cross-functional efforts across sales, consulting, and services to meet budget and client satisfaction targets
  • Organized and managed Cutter’s in-person and virtual member events including CutterResearch meetings, CutterCasts, fostering peer learning and industry networking
  • Drove topics for operations and technology forums to C-level executives, ensuring alignment with client interests
  • Developed Account Management Program, focusing on strategic accounts, senior executive relationships across IT, operations, and data management.

VP, Client Service Management Investment Services

Fiserv.
07.2016 - 03.2020
  • Led a group of Service Directors and Managers that focused and aligned with a portfolio of Investment Services’ clients
  • Ownership of the client’s operational health to support a collaborative, trusted relationship to facilitate the continued growth of the relationship
  • Ensured the Service Management team was overseeing the client’s daily support needs by working with the operations team to bridge any client workflow knowledge gap when supporting their use of Fiserv’s Unified Wealth Platform
  • Managed cross functional internal IS engagement with peers to ensure efficient running of daily operations and product management deliverables
  • Proactively assessed and championed plans to address/optimize areas to improve efficiency and effectiveness of client service to drive customer success
  • Defined and implemented a communication and escalation path for client’s health status through “client at risk” procedures
  • Oversaw the launch of new products and services to ensure successful implementation, and transition to service teams
  • Defined Service Management Operating Rhythm, Success Criteria and Guiding Principles to drive performance goals and assessments
  • Represented Investment Services division at the initiation of enterprise-wide Service Council in 2016
  • Led projects and initiatives that have driven a client-focused culture and high associate engagement.

VP, Client Services of National Accounts

Fiserv.
09.2014 - 07.2016
  • Responsible for the entire lifecycle of client experience for top tier clients
  • Managed cross functional team from relationship management, product, technology, sales, and operations to ensure consistency and excellence at every touchpoint
  • Drove strategic roadmap reviews with Fiserv leadership and client leadership to align client initiatives with product roadmap and custom projects
  • Delivered a weekly report out to Senior Leadership for client’s health status, inclusive of operational processing, portfolio project status, account/revenue growth, projections, and potential risks
  • Role was inclusive of all duties as segment leader for National Accounts; largest divisional clients representing 40% of divisional revenue.

VP, Client Services/ Cross-Functional Team Leader

Fiserv.
01.2012 - 09.2014
  • Served as Segment Leader of Managed Accounts Business, responsible for service and revenue goals by leading a cross-functional team of Business Analysis, Product, Customer Operations, Technology and Sales focused on the Asset Manager Market Segment
  • Responsible for directing the operational focus of account teams dedicated to Asset Manager Market Segment within Investment Services
  • Accountable for relationships with key executives at clients to enhance client’s business and ensure they were referenceable
  • Led account teams and cross functional stakeholders to achieve and maintain operational excellence and deliver on business objectives, including driving revenue and managing expenses
  • Responsible for monthly operational reviews with the Senior Leadership Team to report on client revenue, account growth and trends, product roadmap initiatives as well as potential clients at risk for defecting.

VP, Product Management/Strategy & Process Implementation

Fiserv.
01.2010 - 01.2012
  • Promoted to impart overall product strategy and product management tools and processes across the regulatory, data, and network solutions that support the Wealth Management and Advice Delivery platform
  • Responsible for evaluating and implementing the tools and processes necessary to drive both new and existing products and services through enhancements, research, pricing/fees/profitability, voice of the customer, user groups, analysis, and reporting
  • Worked collaboratively across product management, business analysts, strategy, and product marketing teams to facilitate business planning, strategic partnerships, collateral, and strategic presentations.

Director, Product Management

Fiserv.
01.2003 - 01.2010
  • Responsible for overall product strategy and product management, I led projects relative to both new and existing products and services through strategic enhancements, research, pricing/fees/profitability, voice of the customer, user groups, analysis, and reporting
  • By identifying new business opportunities and defining business and product requirements, my product management team delivered on solutions for reporting, reconciliation, messaging and workflow, network initiatives and the portfolio accounting product roadmap
  • Working closely with strategic partners and internal cross-functional teams enabled me to create the result all stakeholders sought – stronger business plans, financial projections, and product positioning in the marketplace
  • Simultaneously served as Director of Global Alliances responsible for instituting overall partnership strategy at Fiserv, leveraging contract agreements and revenue share opportunities, developing partnership plans, identifying potential partners, and focusing solutions on enhancing and delivering a more complete service to our clients.

Assistant Vice President, Client Services

Fiserv.
09.1996 - 01.2003
  • Initially hired as an Account Manager to build relationships with our customer users and address their unique needs, I quickly progressed through positions to the AVP of Client Services with increasing client interaction and impact on optimizing efficiency
  • Introducing ways to improve our clients’ workflow and streamline their processes that truly solved issues instilled in me a love for delivering targeted customer experience and client services
  • Collaborating with users and helping them streamline their processes and find ways to improve their workflow during this period instilled in me a love for customer experience and client services
  • I provided evaluations and workflow analyses for end-users of our system to optimize their efficiencies
  • Directed Advisory Board meetings, consisting of 10 to 15 of Investment Services largest Investment Management Firms to drive voice of the client into product roadmap.

Manager, Pension Fund Accounting / Analyst Team Leader

State Street Research
09.1991 - 06.1996
  • Advanced from an Account Manager to leading a team of pension fund accounting analysts, I built a foundation of leadership skills I continue to grow and perfect in my career.

Education

Bachelor of ARTS in Economics -

Saint Michael’s College
Colchester, VT

Skills

  • Persistent client-centric approach, fostering a culture of service excellence
  • Builds and sustains strong client relationships, collaborating closely to ensure clients achieve their desired outcomes and derive maximum value from company’s product and services
  • Passion for employee engagement, addressing client service challenges with solutions that create positive, far-reaching impacts
  • Deep expertise in the wealth management account lifecycle and related client needs

Certification

  • CXPA, Customer Experience Professional Association
  • CXLIFE, Customer Experience Exclusive Community
  • University of Vermont Grossman School of Business, Women in Leadership Program and Advisory Board

Timeline

Senior Director, Client Success

Advisor360
11.2021 - Current

Client Experience Director

Cutter Associates
03.2020 - 11.2021

VP, Client Service Management Investment Services

Fiserv.
07.2016 - 03.2020

VP, Client Services of National Accounts

Fiserv.
09.2014 - 07.2016

VP, Client Services/ Cross-Functional Team Leader

Fiserv.
01.2012 - 09.2014

VP, Product Management/Strategy & Process Implementation

Fiserv.
01.2010 - 01.2012

Director, Product Management

Fiserv.
01.2003 - 01.2010

Assistant Vice President, Client Services

Fiserv.
09.1996 - 01.2003

Manager, Pension Fund Accounting / Analyst Team Leader

State Street Research
09.1991 - 06.1996

Bachelor of ARTS in Economics -

Saint Michael’s College

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Amy Kandravy