Margot Mussler
Needham,MA
Summary
Highly focused and detail-oriented Account Manager with an exceptional record of client service and revenue generation. Effective multitasker able to bring multiple account projects to completion in a cost-effective and accurate manner. Demonstrated track record of successful business development with excellent planning and implementation capabilities. Outstanding relationship management and executive communication skills. Adept at analyzing complicated financial data and summarizing business impact while providing action-oriented solutions. Experience serving complex, global clients in highly regulated industries and offering valued perspectives.
Knowledgeable Senior Customer Success Manager with strong background in fostering client relationships and ensuring satisfaction. Leveraged extensive customer feedback to drive process improvements and enhance service delivery. Demonstrated expertise in customer retention strategies and conflict resolution.
Overview
17
17
years of professional experience
Work History
Senior Customer Success Manager, Enterprise Tier
athenahealth
05.2017 - 03.2026
- Cultivated success and satisfaction of athenahealth’s largest customer through a demonstrated commitment to exemplary client service.
- Facilitated monthly business reviews with clients to evaluate performance and communicate significant updates aligned with senior leadership goals.
- Conducted regular assessments of client financial data to verify consistency of complex pricing provisions and billable providers with contractual obligations.
- Collaborated with CS Executive Director to establish governance model aimed at driving client strategic priorities.
- Executed rigorous project management methodologies to facilitate consistent progress tracking and establish clear ownership of priorities among team members.
- Leveraged cross-functional teamwork to identify and address client challenges, demonstrating a proven ability to manage issues that could impact client retention.
- Analyzed customer feedback and usage data to identify opportunities for product enhancements.
- Utilized internal insights dashboards to demonstrate the impact of client feedback on Athena's roadmap advancement.
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
- Facilitated ongoing enablement support and training for Customer Success Managers to deliver insightful and actionable client coaching aimed at improving performance reviews and client engagement.
- Led cross-functional teams to drive customer retention and satisfaction initiatives.
- Developed and implemented strategic account plans to enhance client engagement and product utilization.
Manager, Business Development & Marketing
PwC
10.2014 - 08.2016
- Orchestrated strategic planning and execution of Irish key clients program, ensuring alignment with market objectives and client priorities.
- Engaged with leadership to build rapport and influence stakeholders, ensuring program alignment and support.
- Led cross-functional teams to execute market entry strategies and optimize client engagement.
- Formulated comprehensive metrics and success criteria to ensure clarity in annual revenue tracking and performance evaluation.
- Developed and implemented relationship management strategies for ten priority accounts, ensuring alignment with partners and client service teams to maximize profitability.
- Directed account team meetings to execute strategic initiatives, focusing on task assignments and maintaining momentum towards revenue goals.
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
- Analyzed competitive landscape to evaluate market share distribution and identify emerging products and services.
- Coordinated efforts with cross-functional teams, such as events, graphics, and insights, to ensure clients received uniform and high-quality customer service.
- Guided team development strategies and actively participated in recruitment to build a strong talent pipeline.
- Facilitated comprehensive training and deployment of CRM platform to enhance operational efficiency within Irish firm.
- Orchestrated engaging CRM training sessions for groups of over 50 participants throughout Ireland, ensuring effective knowledge transfer.
- Collaborated with third-party suppliers and local/global IT teams to design and implement strategic plans.
Client Strategy Manager, Marketing & Sales
PricewaterhouseCoopers, LLP
08.2012 - 09.2014
- Collaborated with client service teams and staff to assist in creating business development plans and strategies. Supported efforts to enhance business relationships within the asset management sector. Identified new opportunities in the northeast market.
- Facilitated effective development and management of pursuits by refining value propositions and preparing non-sales professionals for impactful oral presentations.
- Led initiatives to support firm growth strategy by driving account management activities, including sector and account budget development and revenue forecasting.
- Acted as a key resource for onboarding, guiding staff through initial challenges and fostering a supportive environment for new hires.
- Led cross-functional teams to implement business transformation projects.
- Analyzed market trends to inform strategic planning and decision-making processes.
Audit Senior Associate, Assurance – Asset Management
Audit Senior Associate, Assurance – Asset Management
07.2009 - 10.2011
- Led audit engagements for asset management clients, ensuring compliance with regulatory standards and internal controls.
- Developed and implemented risk assessment procedures to enhance audit effectiveness and efficiency.
- Established and tracked budgets for audit engagements to support achievement of overall account goals.
- Led valuation testing for investments and derivatives. Oversaw collaboration with PwC pricing groups to enhance accuracy.
- Oversaw multiple team members on project engagements to foster professional growth. Championed staff development initiatives to elevate team performance.
- Exhibited exceptional time management skills by consistently meeting client deadlines.
Education
Master of Science - Accounting
University of Massachusetts, Amherst
Amherst, MA09-2007
Bachelor of Science - Accounting
University of Massachusetts, Amherst
Amherst, MA05-2006
Skills
- Data-driven decision making
- Customer advocacy
- Relationship management
- Cross-functional coordination
- Research and due diligence
- Customer feedback analysis
- Salesforce & CRM software proficiency
- Training and mentoring
Timeline
Senior Customer Success Manager, Enterprise Tier
athenahealth
05.2017 - 03.2026
Manager, Business Development & Marketing
PwC
10.2014 - 08.2016
Client Strategy Manager, Marketing & Sales
PricewaterhouseCoopers, LLP
08.2012 - 09.2014
Audit Senior Associate, Assurance – Asset Management
Audit Senior Associate, Assurance – Asset Management
07.2009 - 10.2011
Master of Science - Accounting
University of Massachusetts, Amherst
Bachelor of Science - Accounting
University of Massachusetts, Amherst