Mark Schlernitzauer
Westerville,OH
Summary
Results-driven senior leader in client services, sales/account management, and operations. Recognized for effectively securing and developing relationships with enterprise accounts. Exceptional ability to optimize performance and exceed client goals through strong leadership, staff engagement skills, and professional talents. Experienced in consultative sales, custom solution design, strategic account management, marketing, recruiting, and developing sales talent.
Overview
23
23
years of professional experience
Work History
STRATEGIC ACCOUNT MANAGER
FINEXIO
Orlando, FL
10.2023 - Current
- Responsible for overall growth and retention of strategic accounts by driving virtual card adoption
- Owner of strategic channel partner accounts tasked with bringing on new clients and support through partner/account lifecycle.
CLIENT SUCCESS EXECUTIVE
CONSERO GLOBAL
Austin, TX
10.2022 - 10.2023
- Responsible for growing existing business with strategic clients by growing existing portfolios as well as creating new opportunities and revenue streams and nurturing referenceable client relationships
- Develop strong, trusted, and advisory relationships with CEOs and CFOs in PE and VC backed start-ups
- Review the performance metrics/KPIs and NPS scores of the account with the delivery, operations, and finance teams on regular basis
- Put together action plans for accounts in which KPIs fall below company standards
- Conduct monthly and quarterly business reviews
- Responsible for execution and customer satisfaction in all the revenue portfolios within the accounts
- Maintained an NPS client score of 8.8 and hit bonus incentive Q4 2022 and Q1, Q2 and Q3 of 2023
- Managed 25 accounts totaling $6MM in annual recurring revenue.
CLIENT SUCCESS PARTNER – COMMERCIAL BANKING
FISERV
Brookfield, WI
07.2018 - 09.2022
- Project, client services, sales support, and account management role responsible for the enterprise relationship of 7 commercial banking clients with $5 billion and above in assets, equaling $22MM in ARR
- "Quarterback" or "Voice" of my clients, managing their Fiserv relationships over multiple business lines
- Responsible for oversight of new client initiatives from close through implementation
- Gathered, defined and analyzed business requirements and coordinated implementation of new services and solutions
- Identified business development opportunities and cross-sold new products/services; worked through contract extensions.
DIRECTOR, CLIENT RELATIONS - CARD PRODUCTION
FIS GLOBAL
Romeoville, IL
02.2002 - 05.2018
- Senior manager role leading a team of 14 sales/account manager, implementation and customer service resources
- Accountable for day-to-day management and growth of 2,200+ clients (regional to multinational banks & credit unions) and 7,000+ product/service solution programs (ATM, Consumer Rewards, Debit, Business Program) nationally representing more than $32 MM in ARR
- Led C-Suite, senior executive and manager level relationships within clients; accountable for new program implementations, client retention and cross-sell penetration
- Accomplishments: Promoted to national client services senior leadership role to lead turnaround of account management and client services programs focused on improving client satisfaction and supporting business growth
- Created new national account management strategy, structure, processes, goals/metrics, training and cross-sell initiatives to lead a rapid turnaround of business unit performance and improve resource utilization: Team delivered 5-9% revenue growth year over year
- Supported business unit growth of 24-27% growth (organic/inorganic) annually
- Improved customer satisfaction (Likely to Renew) performance scores from an average of 4.7 to 8.3 on 10 scale within first two years
- Created and launched standardized procedures and structure, as well as new IT, client/call tracking, training and process solutions leveraging Lean principles to effectively support a high volume of key accounts with limited resources: Created and implemented business unit SLA structure and metrics for all client inquiries and issue resolution processes
- Developed, launched and administered client survey process
- Guided development and implemented of new call/issue resolution tracking tool for entire Romeoville facility comprised of 10 departments supporting ticket traffic of 20,000+ annually; delivered improved client resolution lead times from an average of two weeks to less than three days
- Directed strategy, plan and execution to migrate 800 clients (1,400 programs) following competitor acquisition: built new relationships with clients, created integration plan and on boarded clients with no loss to business efficiency
- Led successful product development from concept; interfaced directly with key accounts for instant issuance debit/credit card in-branch product pilot: planned and coordinated implementation, testing, go-live and customer technical support
- Managed multiple product implementation/management projects for key clients, including a top five enterprise account
- Launched new processes and standards to drive efficiencies in client services, technical support and project management
- Developed/implemented improved communication channels, metrics, benchmarks and strategic plans, which substantially improved service delivery across all product teams
- Managed third-party cloud-based in-branch card issuance hardware services contractor.
Education
Bachelor of Fine Arts - Art Therapy & Psychology
Millikin University
Decatur, ILSkills
- Strong leadership
- Staff engagement
- Managing large cross-functional teams
- Project resources
- Assemble
- Align
- Engage
- Integrate multi-partner resources
- Top performing delivery teams
- Leverage professional and personal talents
- Optimize performance
- Exceed client goals
- Business development
- Key account management
- Client services
- Secure
- Build
- Develop relationships
- Enterprise accounts
- Consultative sales
- Custom solution design
- Strategic account management
- Securing & developing key sales partners
- Marketing
- Recruiting and developing sales talent
- Sales
- Operations
- Project & staff leadership & training
- Vendor relations
- Budgeting
- Client relations procurement
- Lean process development/improvements
- Project portfolio planning
- Contract administration/negotiations
- Business analysis
- Quality control
- Strategic planning
Professional Development
- University of Illinois Business Innovation Services - Strategic Leadership for a Lean Culture & Lean Tools Implementation, 2015
- President, Logically Speaking Chapter, Toastmasters International
Timeline
STRATEGIC ACCOUNT MANAGER
FINEXIO
10.2023 - Current
CLIENT SUCCESS EXECUTIVE
CONSERO GLOBAL
10.2022 - 10.2023
CLIENT SUCCESS PARTNER – COMMERCIAL BANKING
FISERV
07.2018 - 09.2022
DIRECTOR, CLIENT RELATIONS - CARD PRODUCTION
FIS GLOBAL
02.2002 - 05.2018
Bachelor of Fine Arts - Art Therapy & Psychology
Millikin University
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