Bayley Mumford
Glenwood,MD
Summary
Goal-oriented manager with distinguished experience in SAAS industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
12
12
years of professional experience
Work History
Interim Vice President Customer Success
Ovia Health, Labcorp
08.2021 - Current
- Overseeing the Enterprise Portfolio of accounts and $10M in ARR, maintaining account and channel partner relationships nurturing the growth, profitability, retention, and satisfaction
- Advocating and building cohesiveness, processes, and support cross-departmentally for satisfying clients and protecting revenue
- Maintaining high quality results/deliverables by proactively identifying and implementing efficiencies within Client Success operations to ensure enterprise operational excellence, increasing speed of execution, and streamlining/scaling/automating business processes
- Training, developing, and leading the CS team to ensure client retention while teaching team members to become better technically, not just solving problems, but enabling excellence
- Creating a positive and meaningful work climate for teams and individuals by aligning company KPIs and department objectives with employee development goals.
Senior Account Manager, Team Lead
- Managing a multi-million-dollar account portfolio and nurturing the growth, profitability, retention, and satisfaction of each member account
- Building and maintaining trusted professional relationships with enterprise clients guiding them through the customer journey (e.g
- Onboarding, enrollment, support, advocacy, retention, etc.) while delivering value and generating outcomes
- Preparing and delivering monthly updates and quarterly business reviews to client executives, identifying key trends, and advising clients on ways to improve program effectiveness.
Manager Customer Success
Limeade
07.2016 - 08.2021
- Leads and manages a team of global Employee Experience Specialists focused on supporting large global enterprise customers in a strategic capacity to drive growth
- Drive scalable, enabling processes for team members to increase operational efficiency including working across departments for important resources and tools
- Supports overarching customer strategies to improve well-being, drive engagement and help build great companies, while renewing and delivering value to customers
- Supports to identify business needs and objectives of different customer constituents and appropriately map capabilities to address their needs
Senior Strategic Account Executive
- Designs customer well-being programs using industry best practices to deliver a whole person approach program while building and sustaining trust and credibility with the customer aligning with business goals
- Uses data to prove value to customers through implementation and ongoing program evaluation and delivering comprehensive reports driving results
- Develops and maintain long-term relationships with stakeholders as a trusted advisor
- Negotiates effectively with customers and partners, and ensures that all contractual obligations and service commitments are met
- Creates high levels of customer satisfaction, revenue retention and growth
Client Relationship Manager
Centene Corportation
07.2015 - 07.2016
- Nurtures strong relationships with multiple points of contact including senior and executive leadership, technical contacts and support staff while delivering analytics and recommendations
- Develops comprehensive wellness programs through the creation of detailed project descriptions, technical specifications, schedules, timelines and communication plans throughout the program development, implementation and evaluation processes
Program Coordinator II, •Onsite
Interactive Health/Health Solutions
11.2012 - 07.2015
- Wellness coordinator at Northrop Grumman driving wellness initiatives including but not limited to health challenges, fitness classes, biometric screenings, health coaching, seminars, and communication of all events/topics to general employee population and senior leadership
Program Assistant
LiveHealthier
01.2012 - 11.2012
- Client implementation and program management through evaluating data, preparing reports, and presenting program recommendations based on population’s specific needs
Education
M.P.H - Nutrition
University of Massachusetts
Amherst, MAB.A. - Health Promotion, Marketing
American University (AU)
Washington, DCSkills
- Critical Thinking and Analysis
- Consultative Selling Techniques
- Department Development
- Client Base Retention
- Operating Procedures and Policies
- Client Relationship-Building
- Customer Satisfaction
Timeline
Interim Vice President Customer Success
Ovia Health, Labcorp
08.2021 - Current
Manager Customer Success
Limeade
07.2016 - 08.2021
Client Relationship Manager
Centene Corportation
07.2015 - 07.2016
Program Coordinator II, •Onsite
Interactive Health/Health Solutions
11.2012 - 07.2015
Program Assistant
LiveHealthier
01.2012 - 11.2012
Senior Account Manager, Team Lead
Senior Strategic Account Executive
M.P.H - Nutrition
University of Massachusetts
B.A. - Health Promotion, Marketing
American University (AU)
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