Summary
Overview
Work History
Education
Skills
Timeline
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CHRISTEL CLARK

Amherst,NY

Summary

Dynamic Client Success Manager offering 20 years of success in driving revenue, and building highly profitable account bases for diverse organizations. Well-versed in establishing top-performing teams committed to surpassing business objectives in alignment with corporate mission. Skilled in enforcing adherence to policies, procedures and service standards. Dedicated to continuous delivery of top-quality products and services to clients.

Overview

7
7
years of professional experience

Work History

CLIENT SUCCESS MANAGER

UZURV
02.2022 - 07.2024
  • Managed relationships with largest grossing key clients to ensure satisfaction and retention.
  • Developed and executed onboarding programs for new clients.
  • Utilized data analytics to track client engagement and identify upsell opportunities.
  • Coordinated cross-functional teams to resolve client issues swiftly.

CLIENT RELATIONSHIP MANAGER

Guideline
01.2022 - 02.2023
  • Managed a portfolio of high-value clients to ensure their satisfaction and retention.
  • Resolved client issues promptly, resulting in a 95% client satisfaction rate.
  • Delivered superior customer service to strengthen relationships and drive future business revenue.

401(K)/S125 STRATEGIC ACCOUNTS SERVICE MANAGER/401(K) FIELD SUPPORT SUPERVISOR/CLIENT PRODUCT RELATIONS SUPERVISOR

Paychex
08.2017 - 01.2022
  • Led team that had the responsibility of providing dedicated service to high revenue clients, including onboarding, continued service, and retention.
  • Managed initiative to have all 401(k) clients file their 5500 by July 31st deadline to remain in compliance. Increased filing rate by 2.7% resulting in 2,200 additional clients filing by the deadline. Saved $330,000 in extension fees and any additional fines associated with filing late. Leveraged live Webex sessions and Marketo to communicate and assist clients with filing quickly and efficiently.
  • Led team that proactively contacted clients that were in jeopardy of failing compliance testing. Team advised of options for the 401(k) plan to remain in compliance before year end avoiding excess funding due to failure of compliance testing. Client satisfaction surveys increased as a direct result of this action taken by my team.
  • Created automated process for acquisition of new clients. In the first quarter of implementation 680 new clients were acquired resulting in $1.4 million dollars in revenue. Prior to automation the conversion of 50 clients took 3 weeks. Under the automated process I developed 50 new clients were acquired in the first 4 hours.
  • Partnered directly with Legal and Compliance teams to ensure that client's requests remain in compliance with DOL and IRS regulations while protecting the business against any violations.
  • Managed a teams of 5 to 40 representatives in 4 different roles of Client Relations, ASO Project Lead, Team Lead, and Service Partner IV. Responsible for recruiting, hiring, training, and employee development within this group.
  • Worked with Senior Management teams to develop a dedicated Client Service model. Implemented new communication tools in order to increase service levels and strengthen relationships between clients, Human Resources, and internal partners.
  • Responsible for creation of KPI's for Client Relations and developed Power BI dashboard to display productivity. This improved client retention to 12.5% and placed Paychex amongst the leaders in the industry for retention.
  • Resolved executive level escalations received from the President's office, Social Media, Better Business Bureau and other members of management. Identified inefficiencies that resulted in escalations and provided feedback to aid in process improvements.
  • Maintained relationships and coordinated communication with outside parties, such as Human Resources, Field offices, clients, CPAs, attorneys, and Financial Advisors. Partnered with service, sales, and operations to promote a cohesive relationship.
  • Analyzed current processes and procedures to determine proactive business initiatives to enhance the client experience and increase productivity, revenue, or reduce cost.
  • Had consistent communication through scheduled monthly one on one's and daily connects to provide constructive feedback, share successes, and promote career growth.
  • Responsible for maintaining monthly labor analysis report for Client Relations to ensure productivity levels align with expectations and budgeted payroll.

Education

High School Diploma -

University At Buffalo
Buffalo

Skills

  • Client onboarding
  • Client engagement
  • Customer retention
  • Training oversight
  • Growth strategies
  • Key performance indicators
  • Project management
  • Reporting

Timeline

CLIENT SUCCESS MANAGER

UZURV
02.2022 - 07.2024

CLIENT RELATIONSHIP MANAGER

Guideline
01.2022 - 02.2023

401(K)/S125 STRATEGIC ACCOUNTS SERVICE MANAGER/401(K) FIELD SUPPORT SUPERVISOR/CLIENT PRODUCT RELATIONS SUPERVISOR

Paychex
08.2017 - 01.2022

High School Diploma -

University At Buffalo

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