Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Hi, I’m
Ashton Stephens
OKC, OK,- Excited To Relocate
Summary
Overview
10
years of professional experience
1
Certificate
Work History
Nextep
Director of Client Success
08.2022 - Current
Job overview
- Leads Human Resources and Client Success teams.
- Set the overall vision and strategic plan for the Account Management organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
- Project leader on HR vendor transition, client base renewal change, Client Success sales market redistribution, and pricing increase strategies.
- Work closely with executives, sales management and VPs of sales to align on strategies, renewal forecasting, coverage plans, and account opportunities.
- Supports management by providing human resources advice, counsel, and decisions.
- Oversee outreach initiatives to facilitate client retention
Nextep, Inc
Client Success Manager
09.2021 - Current
Job overview
- Managed and grew the department by three times and added the Benefit Success department.
- Executed proactive client reviews to assess client health, utilization, value opportunities, and retention issues Identified and forecast risk as well as growth opportunities.
- Defined clear targets and objectives and communicated to other team members.
- Hosted weekly status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
- Managed existing client renewals, keeping accounts, and documents in conformance with set standards.
- Worked closely with executive team and service departments to create strategies which aligned with needs of most profitable clients.
Nextep, Inc
Client Success Supervisor
09.2020 - 09.2021
Job overview
- Lead team of Client Success Coordinators while coaching on retention efforts to meet attrition goal.
- Steered CS coordinators and clients to ensure they are leveraging products electively.
- Facilitates regular reviews with Directors and Vice Presidents to review and establish retention efforts.
- Monitor and conduct client-focused QBRs to measure partner performance against internal metrics Hosts monthly product webcast updates.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients.
Nextep, Inc
Client Success Success Coordinator
02.2019 - 09.2020
Job overview
- Reviewed client activity for trends using CRM to present findings to the leadership team.
- Advised on client journey, product development, and implements process improvements.
- Created dashboards in CRM to track the status and progress of client projects.
- Led projects that improved the client experience for maximum business impact.
- Trained internal customers on new products and processes.
- Recommended new approaches and procedures for continual improvements of department and services.
Nextep, Inc
HR Business Partner
04.2017 - 02.2019
Job overview
- Partner with clients to recruit multiple positions from entry-level to C-suite.
- Provided consultation on employment-related concerns to clients such as employee discipline, performance improvement, separations, terminations and general employee management.
- Ensured availability of resources to meet client needs such as employee growth, handbooks, recruiting, pre-employment screening, performance management, compensation surveys, online training, etc.
- Conducted annual business reviews with clients.
- Hosted HR training and presentations in-person or via webinar to clients and prospective clients on topics such as benefits, liability, management, performance management, harassment, DISC, and LOA.
- Traveled to client locations for business reviews, training, and problem-solving.
Nextep, Inc
HR Support Specialist
06.2016 - 04.2017
Job overview
- Maintained client accounts.
- Assisted the HR team with unemployment claims, background checks, drug screens, and E-Verify.
- Maintained documents of local, state, and federal laws affecting the HR function and advised HR team
- Managed HR vendors and product offerings to ensure the availability of resources.
- Assisted HR Business Partners on client projects.
Nextep, Inc
Client Services Assistant
12.2014 - 06.2016
Job overview
- Answered and routed phone calls to the correct service team members.
- Responded to online support chats, sorted and organized mail daily, maintained office supplies.
Axis Practice Solutions
Credentialing Specialist
04.2013 - 11.2014
Job overview
- Arranged correspondence and meetings with the provider to gather information to create medical insurance applications for provider insurance contracts; maintained and updated re-credentialing.
- Communicated provider participation status with insurance carriers to ensure credentialing process.
- Patient registration desk at Physicians Surgery Center (client of Axis) Moore, OK.
Education
University of Oklahoma
Bachelor of Arts from Administrative Leadership
University Overview
President's Honor Roll
Skills
- Salesforce, CRMs, G Suite, Microsoft Office, Prism, Adobe, DocuSign, Ironclad, Mindtickle, Philanthropy Cloud, GetFeedback, Survey Monkey, Soapbox, HiringThing, PEO software
- Project Management
- Business operations knowledge
- Contract negotiation
- Strategic planning
- Customer Retention Strategies
- Efficient and Detail-Oriented
Certification
- SHRM-CP: Society for Human Resource Management certification
Timeline
Director of Client Success
Nextep
08.2022 - Current
Client Success Manager
Nextep, Inc
09.2021 - Current
Client Success Supervisor
Nextep, Inc
09.2020 - 09.2021
Client Success Success Coordinator
Nextep, Inc
02.2019 - 09.2020
HR Business Partner
Nextep, Inc
04.2017 - 02.2019
HR Support Specialist
Nextep, Inc
06.2016 - 04.2017
Client Services Assistant
Nextep, Inc
12.2014 - 06.2016
Credentialing Specialist
Axis Practice Solutions
04.2013 - 11.2014
University of Oklahoma
Bachelor of Arts from Administrative Leadership