Summary
Overview
Work History
Education
Skills
Timeline
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Heather Calabrese

Cromwell,CT

Summary

Accomplished and goal-oriented Director of Account Management & Client Success with a proven track record of driving revenue growth and building strong, long-lasting client relationships. Adept at understanding client needs, developing tailored solutions, and leading cross-functional teams to deliver outstanding customer experiences. Possessing strong leadership, communication, and negotiation skills, I am committed to fostering collaborative partnerships and driving business success. Seeking opportunities to leverage my expertise in account management to contribute to the growth and profitability of visionary organizations.

Overview

16
16
years of professional experience

Work History

Director, Account Management & Client Success

CVS Health
05.2022 - Current
  • Lead a team of senior account managers, providing guidance, coaching, and performance evaluations to drive individual and team success.
  • Develop comprehensive account management strategies which result in increased sales and maximized profitability by maintaining and expanding reach of existing products and cross-selling other CVS Health products.
  • Work with, and influence, executive leadership on critical business decisions.
  • Drive revenue through long-term partnerships and key account growth.
  • Resolve escalated issues and opportunities from clients and employees.
  • Review KPI’s for opportunities to improve operational performance.
  • Collaborate with cross-functional teams to develop and implement customer retention strategies.
  • Increased NPS by 20+ points in 2022.

Senior Account Manager

CVS Health
06.2020 - 04.2022
  • Fostered strong relationships with key clients, conducted regular meetings to understand their business needs, resolve issues, and identify growth opportunities.
  • Maintained a high level of client engagement and satisfaction measured by client satisfaction survey scores.
  • Focused on internal process improvement, product development, client facing sales/growth, client implementation, billing reconciliation and renewals.
  • Managed a portfolio of high-value accounts, exceeding annual revenue targets.
  • Optimized product portfolio by sharing key learnings with leadership.
  • Leveraged data and analytics to drive strategy and up-sell where applicable.
  • Created monthly and quarterly client presentations and led business reviews with top leadership, both internal and external, to review performance metrics, resulting in increased client satisfaction and retention.
  • Provided guidance and mentorship to junior account managers, fostering their professional development and achieving team objectives.

Strategic Planning Manager

CVS Health
09.2018 - 06.2020
  • Advisor to the Vice President of Product Development and senior management team.
  • Oversaw training and onboarding process for all newly hired employees.
  • Assisted with internal financial planning, analysis and budgeting.
  • Responsible for daily activities requiring structuring, filtering, compartmentalizing incoming requests and in-flight action items.
  • Progressed projects and other time-sensitive delivery expectations to mitigate delays and/or missed deadlines.
  • Partnered with Finance to develop organization budgets, forecasts and staffing plans.
  • Researched, benchmarked and analyzed data to make critical recommendations on products and services within Transformation team.
  • Led organization management process focused on operational performance and talent development.
  • Developed communications and presentation materials, including presentations for external broker/consultant conferences, industry events upwards of 1,000 people and Town Hall meetings.
  • Maintained compliance and other related activities as needed for the organization (real estate, records retention, systems integration, technology migrations, training & development, etc.).

Meetings Manager

Aetna
04.2012 - 09.2018
  • Subject matter expert & advisor on Aetna’s highest-level meetings, including Board of Directors, Annual Shareholders, customer advisory boards and executive committee offsite meetings.
  • Primary planner for C-Suite meetings & events.
  • Collaborated with the Office of the Chairman and CEO to develop event strategies and agendas to meet meeting objectives.
  • Implemented best in class co-sourcing model with meeting suppliers to meet business objectives during peak meeting periods, reducing meeting and FTE costs by 22%.
  • Analyzed meeting data, including spend and savings, for monthly business reviews with Aetna’s CFO.
  • Conducted quarterly business reviews with Meeting Management suppliers to accurately gauge meeting spend and benchmark with industry standards.
  • Managed the integration of Aetna’s online meeting tool and travel tool to simplify process and reduce spend.

Senior Planner, Meetings & Events

Aetna
05.2007 - 04.2012
  • Planned and implemented a wide range of national and international meetings and events for all business areas within Aetna, including Aetna’s top incentives.
  • Negotiated and contracted with suppliers for one-time purchase of service. Analyzed data and selected suppliers by completing RFI/RFP processes.
  • Coordinated and was responsible for all aspects of program management including AV/production, food & beverage menus, décor, transportation, attendee registration and meeting setup.
  • Led onsite event management teams, supervising staff and vendors to ensure smooth operational flow.
  • Negotiated, sought and offered expense reduction opportunities for clients to achieve significant cost savings.
  • Consultatively met with clients on meeting goals and objectives.
  • Designed, created and managed registration websites using online registration tools such as CVENT.
  • Monitored and managed budgets, ranging from $5,000 to 1.5 million, to stay within or below budget.
  • Developed and promoted best in class meetings intelligent reporting for business leaders to achieve increased compliance to policy; optimized opportunities for continuous cost savings and process improvement.

Education

Bachelor of Arts - Public Relations

University of Connecticut
Storrs, CT

Skills

  • Customer Relationship Management
  • Strategic Account Planning
  • Operational Improvements
  • Creative Solutions
  • Budgeting and Expenditures
  • Client Meetings
  • Vendor Management
  • Client Service Optimization

Timeline

Director, Account Management & Client Success

CVS Health
05.2022 - Current

Senior Account Manager

CVS Health
06.2020 - 04.2022

Strategic Planning Manager

CVS Health
09.2018 - 06.2020

Meetings Manager

Aetna
04.2012 - 09.2018

Senior Planner, Meetings & Events

Aetna
05.2007 - 04.2012

Bachelor of Arts - Public Relations

University of Connecticut

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Heather Calabrese