ANN-MARIE WILLITTS
Shrewsbury,Massachusetts
Summary
Seasoned, innovative, and dynamic professional, offering 25+ years of experience in organizational advancement, development and training, superior customer service, and operational streamlining. Adept at developing and implementing strategies that enhanced awareness, efficiency, and productivity. Experienced with client relations, ensuring positive experiences and satisfaction. Utilizes strategic approaches to address client needs and enhance service quality. Track record of team leadership and effective communication, fostering collaborative atmosphere.
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
- Collaborated with cross-functional teams to ensure seamless integration of client feedback into product development processes and new client initiatives.
- Oversaw the resolution of complex client issues, earning a reputation for going above and beyond to ensure satisfaction.
- Developed and executed QBR/Stewardship program
- Led Customer Operations team, developing best practices and liaised with clients; all while building strong internal partnerships with Sales, Engineering, Product, and other departments to enhance the overall client experience.
- Responsible for ARR growth through upsell and cross-over to additional LOB within existing book of business
- Championed data-driven decision-making by utilizing analytics to identify trends and develop targeted action plans for improvement.
- Implemented proactive strategies for anticipating and addressing client concerns, resulting in increased loyalty and repeat business.
- Evaluated client feedback data to identify areas of improvement and prioritized resources accordingly, resulting in continuous enhancement of the customer experience.
Sales Consultant
Paradigm Corp
04.2022 - 08.2023
- Consultative sales approach to understand customer needs.
- Applied knowledge of market and full range of innovative/unique products to expand company's customer base.
- Stayed knowledgeable on latest innovations and technological advancements through continuous training.
- Managed sales lifecycle from lead generation through contract negotiations and closings.
- Increased pipeline development by leveraging multiple sales strategies.
Director, Product Design & Development
Rising Medical Solutions
12.2019 - 04.2022
- Established & implemented product development policies, objectives, and initiatives based on industry trends, client needs, and business requirements.
- Develop overall Product Launch Kit.
- Develop business plan & ROI to executive sponsors.
Account Manager
Rising Medical Solutions
03.2014 - 12.2019
- Develop, maintain and expand profitable, long-term strategic client relationships.
- Serve as a business consultant to the customer.
- Oversee new business development and customer servicing.
Client Business Executive
Mitchell International (formerly Ingenix)
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 maintained collaborative, trusting relationships with clients, serving as an advocate to communicate their needs while meeting company objectives and revenue goals.
Solution Consultant
Mitchell International (formerly Ingenix)
01.2004 - 01.2006
- Systematically carried out software demonstrations to potential clients.
- Developed RFP responses.
- Developed sales presentations addressing current business challenges of potential clients.
- Organized and presided over internal and external training sessions.
- Subject Matter Expert concerning products & services as well as industry/market trends.
Project Manager/National Trainer
Concentra Integrated Services
06.1997 - 01.2004
Education
Bachelor of Arts - Business
Boston College
Chestnut Hill, MASkills
- Strategic Planning & Implementation
- Troubleshooting & Decision-Making
- Business Solutions
- Analytical Thinking & Data Analysis
- Executive Communication and Leadership
- Sales and Marketing
- SaaS & B2B Sales
- Customer Relationship Management
- Customer Oversight
- Project Management
- Product and Service Knowledge
- Policy and Procedure Reinforcement
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
Account Manager
Rising Medical Solutions
03.2014 - 12.2019
Client Business Executive
Mitchell International (formerly Ingenix)
01.2006 - 03.2014
Solution Consultant
Mitchell International (formerly Ingenix)
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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