Audrey Pepple
Westlake
Summary
Seasoned Client Success and Project Management expert with a strong background in onboarding and relationship management. Excels in enhancing client experience through proactive risk identification, effective stakeholder communication, and the development of scalable resources to support strategic client outcomes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Institutional Priority Client Success Manager
Equity Trust Company
Westlake
06.2025 - Current
- Own end-to-end lifecycle management for high-value institutional clients, supporting onboarding, adoption, retention, and long-term strategic success
- Lead structured onboarding projects including account setup, workflow implementation, milestone tracking, and success planning aligned to business goals
- Managed multiple concurrent implementations, tracking timelines, project scope, deliverables, and stakeholder expectations to ensure on-time delivery
- Serve as primary point of contact for key accounts and executive stakeholders, ensuring seamless communication across internal and external teams
- Partner cross-functionally with Product, Sales, Operations, and Compliance to remove blockers, resolve issues, and improve the overall customer experience
- Monitor customer health metrics, identify risks and expansion opportunities, and drive re-engagement strategies to improve retention and growth
- Developed scalable onboarding materials and client-facing resources, creating success plans to enhance operational consistency and efficiency
- Utilize Salesforce and internal reporting tools to track lifecycle progress, customer interactions, and performance metrics for leadership visibility
- Provided consultative support for complex institutional relationships, focusing on measurable outcomes and fostering strategic partnerships
Client Success Manager II
MRI Software
Cleveland
10.2022 - 06.2025
- Managed client training, issue resolution, and strategic account support to enhance client satisfaction and retention
- Led onboarding support for new and existing clients by guiding implementation of lease accounting workflows, reporting requirements, and system adoption
- Translated complex financial data into clear, actionable insights to strengthen partnerships and boost customer confidence in platform usage
- Identified operational gaps, resolved discrepancies, and collaborated directly with clients to improve workflow efficiency and reporting accuracy
- Coordinated communication and project management during high-volume transaction periods to ensure consistent service delivery
Client Success Manager
MRI Software
Columbus
10.2022 - 05.2024
- Managed multiple concurrent client projects, ensuring adherence to timelines and successful onboarding milestones
- Delivered training sessions and 1:1 enablement to improve adoption and ensure long-term customer success
- Led implementation and onboarding projects through system configuration, data mapping, reporting setup, and client success planning
- Customized reporting solutions and dashboards to align platform functionalities with client business needs
- Utilized SQL for data validation, collaborating with Product and Engineering teams to resolve issues and enhance implementation processes
Senior Client Success Manager
Wells Fargo Advisors
Columbus
04.2016 - 10.2022
- Managed a portfolio of 200+ clients, leading onboarding, strategic planning, and ongoing relationship management throughout the customer lifecycle
- Delivered recurring training sessions and quarterly business reviews, translating complex financial strategies into clear, actionable guidance that enhanced client understanding and engagement
- Supported growth of over $20M in external assets by identifying opportunities, educating clients, and aligning financial strategies with client goals
- Developed customized financial reports, budget analyses, and strategic planning sessions that improved client outcomes and increased retention rates
- Navigated compliance approvals and served as liaison between advisors and clients to ensure seamless execution and regulatory alignment
- Identified risks and delivered timely solutions that strengthened long-term client relationships and supported business growth
Education
Bachelor of Arts - Business/Corporate Communications, History, English
The Ohio State University
Skills
- Customer Success
- Client Retention
- Implementation
- Stakeholder management
- Risk Mitigation
- Process Improvement
- Sales Strategy Support
- Executive Stakeholder Management
- Strategic Planning
- Business Case Development
- RAID Reporting
- Salesforce Reporting
- Value Proposition Development
- Agile Leadership
- Scrum Methodology
- Reporting
- Financial Services Operations
Websites
Certification
Certified Scrum Master (CSM)
Additional Tools And Technologies
- Salesforce
- Jira
- Microsoft Office Suite
- Project Tracking Tools
- CRM Platforms
- SQL
- Reporting Dashboards
- Agile Methodologies
- Cross-Functional Program Management
Timeline
Institutional Priority Client Success Manager
Equity Trust Company
06.2025 - Current
Client Success Manager II
MRI Software
10.2022 - 06.2025
Client Success Manager
MRI Software
10.2022 - 05.2024
Senior Client Success Manager
Wells Fargo Advisors
04.2016 - 10.2022
Bachelor of Arts - Business/Corporate Communications, History, English
The Ohio State University