ANN-MARIE WILLITTS
Client Experience Manager
Worcester,MA
Summary
Innovative Client Experience Professional with 25+ years experience in enhancing client relationships and managing service delivery. Successfully led initiatives that improved client satisfaction and streamlined operations.. Demonstrated expertise in communication and problem-solving to foster client loyalty. Adept at developing and implementing strategies that enhanced awareness, efficiency, and productivity. Utilizes strategic approaches to address client needs and enhance service quality. Track record of team leadership and effective communication, fostering collaborative atmosphere while driving revenue growth.
Accomplishments
- Account Manager of the year, Elite Council
- Pinnacle Award for sales excellence
- Consistently exceeded annual quota
- Recognized nationally for successful re-design of field case management workflow
Overview
28
28
years of professional experience
Work History
Client Experience Manager
Gain Life
11.2023 - Current
- Surpassed growth targets by driving revenue growth opportunities by 20% through strategic
cross-selling initiatives. - Devised and executed a Customer Business Reviews / Stewardship program for strategic
customers within 2 months of onboarding. - Mentored the Customer Operations team to develop best practices, exceed key performance indicators (KPIs), and optimize account plans.
- Championed data-driven decision-making by analyzing data insights to identify trends and customer behavior.
- Cultivated relationships as a trusted advisor with key stakeholders and executive leadership.
- Engineered and implemented a Customer Health / Performance Metric dashboard for measuring success.
Sales Consultant
Paradigm Corp
04.2022 - 08.2023
- Employed consultative approaches to sales to enhance awareness of new product initiatives.
- Leveraged market insights to expand the company's customer base.
- Monitored the customer lifecycle from lead generation through contract negotiations and closings.
Director, Product Design & Development
Rising Medical Solutions
12.2019 - 04.2022
- Established and implemented product development policies, objectives, standard operating procedures (SOPs), and efficiency initiatives.
- Drove strategic goals and vision by developing the overall Product Launch Kit and solution design.
- Led teams focused on developing purpose-driven business plans and demonstrating return on investment (ROI).
Enterprise Account Manager
Rising Medical Solutions
03.2014 - 12.2019
- Developed and maintained profitable, long-term strategic partnerships with enterprise-level contacts.
- Fostered trust and oversaw new business development and account management functions.
Client Business Executive
Mitchell Intl formerly Ingenix/United Health Group
01.2006 - 03.2014
- Demonstrate unsurpassed leadership in overseeing strategic clients; Dynamically managed process improvements, increased client satisfaction, client revenue, and expense reduction.
- Established and cultivated collaborative, trusting relationships with clients, serving as an advocate to communicate their needs while meeting company objectives and revenue goals.
Solution Consultant
Mitchell Intl formerly Ingenix/United Health Group
01.2004 - 01.2006
- Executed software demonstrations and developed compelling sales presentations.
- Formulated responses to requests for proposals (RFPs) and training materials as the SME for all products & services.
Project Manager/National Trainer
Concentra Integrated Services
06.1997 - 01.2004
Education
Bachelor of Arts - Business
Boston College
Chestnut Hill, MASkills
- Strategic Planning
- Troubleshooting & Decision-Making
- Analytical Thinking & Data Analysis
- HIPAA Compliance
- Executive Communication and Leadership
- SaaS & B2B Sales
- Customer Relationship Management
- Project Management
- Leadership Skills
- Policy and Procedure Reinforcement
- Contract Negotiaitions/Renewals
- Microsoft Office tools
- Salesforce
Timeline
Client Experience Manager
Gain Life
11.2023 - Current
Sales Consultant
Paradigm Corp
04.2022 - 08.2023
Director, Product Design & Development
Rising Medical Solutions
12.2019 - 04.2022
Enterprise Account Manager
Rising Medical Solutions
03.2014 - 12.2019
Client Business Executive
Mitchell Intl formerly Ingenix/United Health Group
01.2006 - 03.2014
Solution Consultant
Mitchell Intl formerly Ingenix/United Health Group
01.2004 - 01.2006
Project Manager/National Trainer
Concentra Integrated Services
06.1997 - 01.2004
Bachelor of Arts - Business
Boston College
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