Kimberly J. Ackroyd
Client Success Manager
Thousand Oaks,CA
Summary
Highly organized, reliable with an excellent work ethic and a track record of successfully supporting senior management. Skilled multi-tasking professional with the ability to manage and assist in growing a business while controlling costs. Analytical and detail-oriented problem solver with extensive corporate training and some sales experience. Excellent computer and communication skills. Proficient in Microsoft Word, Google Docs, Excel, Google Sheets and PowerPoint. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Client Success Manager
Lilikoi Agency
Simi Valley, CA
01.2022 - 10.2023
- Work closely with CEO and management teams to improve marketing efforts and create monthly strategies.
- Support production of marketing campaigns, coordinating marketing and community events, assisting with development, execution, and monitoring of email, digital, social media, and content marketing campaigns.
- Work with Data Science to prepare weekly agendas for client meetings.
- Responsible for ensuring accuracy, taking notes, delegating action items to team, conducting market research and identifying trends.
- Manage relationships with external vendors to ensure high-quality and timely execution of marketing programs, and to ensure competitiveness.
- Conduit between CEO and Clients to assist in maintaining client relationships by managing needs and expectations with prompt response times while maintaining trust and mutual respect in our client relationships.
- Monitored program performance and outcomes for successful delivery of services.
- Analyzed trends and data to inform decision-making and program development.
- Provided Film, TV and Video Production craft services.
Client Success Manager and Lead Administrator
Market Solutions
Fort Worth, TX
05.2016 - 12.2021
- Provided sales representation and marketing services for consumer-packaged goods/emerging brands.
- Was responsible for oversight and execution of West office for Market Solutions.
- Provided multiple aspects of brand development, data and analytics, execution monitoring, issue resolution, reporting and up-selling to grow distribution by managing and effectively deepening relationships with retail partners and 8 key manufacturers.
- Drove culture of sales support and service excellence together for VP of Sales, 7 internal Regional Sales Managers and 6 external Brokers.
- Managed two Client Service Managers.
- My expertise was leading support functions across multiple business units, facilitating organizational needs and workflows including Executive Assistant to VP of Sales and assisting CFO with accounting needs.
- Organized EXPO WEST Events which included registration, booth approval, freight, travel, hotel, transportation, booth set up/breakdown, conference & dinner arrangements as well as daily booth coverage.
- Hosted daily status calls and weekly ad-hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
- Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
- Attended networking events to meet new prospects and expand business opportunities through partnerships.
- Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
- Planned, articulated and executed client development strategies.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Assistant Vice President Operations Consultant
Bank of America
Westlake Village, CA
10.2015 - 05.2016
- Developed desktop procedures, job aids and training materials for BAC Servicing Operations and Vendors.
- Provided project management for BAC Servicing Operations and Operational Readiness Team.
- Provided analytical and tactical leadership for evaluation of management programs including facilities.
- Monitored and improved various key performance indicators (KPI) to improve business processes and reporting.
- Utilized knowledge of organizational structure to facilitate and expedite various department requests.
- Reviewed, identified, updated and prioritized strategic initiatives to provide comprehensive support to senior leadership.
- Facilitated creation of governance policy for adoption by board of directors and committee chairperson.
- Attended weekly meetings and special sessions of Leadership and Executive Leadership Teams and contributed to major administrative initiatives, policies and decisions.
- Allocated work assignments and tasks to comprehensively manage administrative projects.
- Established performance goals for department and provided methods for reaching milestones.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Identified opportunities to improve business process flows and productivity.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
Assistant Vice President Loan Review Team Lead
Bank of America
Westlake Village, CA
10.2010 - 10.2015
- Managed team of 10 or more Loan Review Analysts; conducted quality reviews and coaching when needed.
- Managed multiple projects with contingent workers and offshore teams.
- Monitored associate pipelines utilizing department reports to ensure KPI were met.
- Tracked and analyzed counter-party document request tends and responses; escalated significant variances to stakeholders to mitigate repurchase/make-whole requests.
- Explored document alternatives to satisfy counter-party requests.
- Management Team Player – co-managed multiple projects with department management.
- Arranged travel plans, itineraries, expense reports, agendas, and training material; trained all re-deployed associates.
- Nominated for 2014 Global Diversity & Inclusion Award and received title as AVP.
- Identified opportunities to improve business process flows and productivity.
- Established performance goals for department and provided methods for reaching milestones.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Evaluated product development strategies and prepared alternative approaches to goal achievement.
Education
High School Diploma -
Adolfo Camarillo High School
Camarillo, CA 05.2001 -
Skills
Highly Organized
undefinedTimeline
Client Success Manager
Lilikoi Agency
01.2022 - 10.2023
Client Success Manager and Lead Administrator
Market Solutions
05.2016 - 12.2021
Assistant Vice President Operations Consultant
Bank of America
10.2015 - 05.2016
Assistant Vice President Loan Review Team Lead
Bank of America
10.2010 - 10.2015
High School Diploma -
Adolfo Camarillo High School
05.2001 -
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