Donna Kemp

Senior Client Manager

Xerox Corporation

East Coast Coverage

01.2015 - Current

Is responsible for understanding Healthcare industries trends and identifying initiatives to pair with Xerox offerings to provide value to drive digital transformation with technology and services.
Healthcare Client Manager is responsible for achieving revenue and profit growth targets, client satisfaction, and loyalty to Xerox brand for defined key major healthcare account.
Responsible in working with diverse group of internal and external stakeholders to optimize account penetration, secure new business accounts and maximize contract retention.
In this highly visible client-facing role, Healthcare Client Manager is responsible for fostering and developing Executive C-level to Director level relationships.
Healthcare Client Manager leads account management team to ensure growth, client satisfaction and financial performance.
Manages risk and mitigates any issues to promote and maintain Xerox’s brand / image.
Accountable for account growth, customer satisfaction, developing, communicating, and implementing business plan to position Xerox as premier provider of enterprise solutions and services.
Primary contact in managing client concerns throughout organization to ensure that significant contract obligations, liabilities and service-level agreement (SLA)s are met and client relationship is preserved.
Key Performance Indicators:
Maintain Pipeline / Forecast Accuracy
Profitable Revenue Growth
Increased penetration / wallet share / Signings
Retention
Specific:
Total Revenue & Signing >$10M TCLR - services, technology and equipment
National / Multi-Country Accounts
Of Accounts: 1-5 (user and non-user)
General:
Recognized as expert in own function
Interprets internal or external business issues and recommends solutions/best practices.
Decisions are guided by resource availability and functional objectives.
Primarily domestic scope / accountability; may include some international scope / accountability.
Progression to this level is typically restricted on basis of business requirement.
Primary Responsibilities:
Lead Account Business Planning (ABP) to plan, forecast and secure results, including aligned delivery.
Lead development of business case strategy for client
Use industry sector experience and client knowledge to assess client unique industry, business and IT environment needs to match Xerox Offerings
Builds, maintains / grows client key stakeholder relationships - CIO and Functional VPs, to offer/execute insights and value delivered by service offerings
Generate consistent pipeline for business performance
Upsell / cross-sell opportunities
Define and meet Win Strategy Criteria, using sales specialists, solution architects and other SME roles to craft specific offering and technical requirements for SOW
Lead development of proposal / RFP in partnership with Bid Center
Partner with delivery to support QBR process to continuously leverage new service offers, retain client accounts and grow profitable revenue
Sales:
Responsible for larger, complex, high visibility, strategic, or tactically important, international accounts and higher than average quota / territory
Sells complex products and/or services, develop new accounts and expand existing accounts.
Has extremely high authority or opportunity to set and negotiate product / service terms.
May act as lead in team when presenting products / services to existing or prospective customers.
Influences customers and diffuses potential problem.
Anticipates customer needs and identifies appropriate alternatives.
Problem Complexity:
Solves diverse array of complex problems; takes broad perspective to identify solutions.
Uses judgment within broadly defined policies and practices.
Analysis of variety of factors, including understanding of current business trends required.
Follows processes and operational policies in selecting methods and techniques for obtaining solutions.
Requires in-depth knowledge of organization objectives.
Prepared sales presentations for clients showing success and credibility of products.
Managed revenue models, process flows, operations support and customer engagement strategies.
Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Achieved sales goals and service targets by cultivating and securing new customer relationships.
Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
Compiled and analyzed data to determine approaches to improve sales and performance.
Developed new employees and on-going performance assessment of current employees.

Strategic Business Unit - Sales Executive

Xerox

Richmond, VA

02.2012 - 02.2015

Territory consisted of State and Local entities, K-16 Education accounts, Legal and Healthcare accounts. Developed compelling presentation to gain approval for ideas and communicate results.
Managed revenue models, process flows, operations support and customer engagement strategies.
Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Increased profit margins by effectively controlling budget and overhead and optimizing product turns.

Service and Solutions Executive

Xerox

Roanoke, VA

06.1990 - 01.2015

Built relationships with customers and community to establish long-term business growth.
Implemented systems and procedures to increase sales.
Developed compelling presentation decks to gain approval for ideas and communicate results.
Facilitated business by implementing practical networking techniques.
Overachieved budget each year

Client Delivery Manager

Xerox

01.2011 - 01.2012

Integrated new technologies and best practices to improve service delivery management.
Engaged customers to discuss business needs and explore opportunities to increase sales.
Managed revenue models, process flows, operations support and customer engagement strategies.
Developed compelling presentation decks to gain approval for ideas and communicate results.
Achieved over 100% of plan

Summary

Overview

Work History

Senior Client Manager

Strategic Business Unit - Sales Executive

Service and Solutions Executive

Client Delivery Manager

Education

Bachelor of Arts - Business Administration

Skills

Work Availability

Quote

Timeline

Senior Client Manager

Strategic Business Unit - Sales Executive

Client Delivery Manager

Service and Solutions Executive

Bachelor of Arts - Business Administration

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