Marty Dollinger
Customer Advocate
Oak Island,NC
Summary
Dedicated Account Manager with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
28
28
years of professional experience
Work History
Strategic Account Manager
AlayaCare
Toronto, Ontario, CAN (remote)
03.2021 - 03.2024
- Owned and responsible for $3.2m portfolio of large and SMB home healthcare agencies that provide home infusion, skilled and unskilled home care, and government community services
- Leveraged market specific knowledge and understood key agency objectives to optimization use of their SaaS investment for their growth and success
- Negotiated contract renewals with 96% renewal rate equaling over $253,000 IRR
- Increased ARR portfolio by $327,000 through contract expansions, product upsells and consulting services
- Liaised with internal organizations to develop and expand workflow solutions for agencies
- Conducted quarterly business reviews to grow strong, long-term trusted partnerships with customers
COVID-19 Case Investigator Supervisor
Alexandria Health Department
Alexandria, VA
05.2020 - 03.2021
- Collaborated with team of public health professionals, consisting of epidemiologists, doctors and nurses working to keep families and communities safe by stopping spread of COVID-19
- Co-supervised team of 20+ case investigators, contact tracers and volunteers; includes mentoring, coaching and identifying solutions for challenging situations
- Formulated process work flow to support management of remote work staff for continual efficient and consistent case management
- Developed, led, and executed preceptor duties which educate and prepare new hires for conducting empathic and thorough case investigations
Professional Services Operations Manager
Kronos
Lowell, MA (remote)
09.2018 - 09.2019
- Improved and optimized processes and technology to support effective and efficient delivery of services
- Managed, led, and expanded process initiatives that assisted services teams to deliver higher quality implementation projects
- Expanded consultant skill set resulting in 15% reduction in project rework and project delays, and improved Customer satisfaction
- Worked collaboratively across internal organizations to develop automated assessment tool for reducing time to delivery by 25%
Customer Upgrade Manager | Acct Mng | Prj Mng
PeopleFluent
Raleigh, NC (remote)
02.2006 - 07.2018
- Planned and executed $2.7M budget of SaaS software implementation projects; maximized productivity completing projects on time and in line with the organization’s objectives by effectively utilizing resources and time management skills
- Conducted executive business reviews and managing issue resolutions resulting in a 100% retention rate for assigned accounts
- Re-engineered and managed a product upgrade business process resulting in 95% of customer base included on the most current release directly seeing customer satisfaction increase by 44% and reducing the number of supported product versions across the customer base
- Developed and implemented a more efficient environment decommission process reducing hardware and resource maintenance costs saving the organization over $150k annually
- Successfully migrated 260 customer environments to multi-tenant environment
Premium Account Manager
Oracle/PeopleSoft
Reston, VA
01.2001 - 01.2006
- Established clear communication channels between clients and internal teams, ensuring complete solutions to product issues
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients
- Maintained 98% client retention rate by providing exceptional customer service and anticipating client needs
Client Relationship Manager
Bridge Information Systems
New York, NY
01.1998 - 01.2000
- Facilitated smooth onboarding experiences for new clients, guiding them through product setup and training procedures
- Served as primary point-of-contact for questions or concerns from clients during ongoing operational lifecycle
- Advocated for client needs within organization, fostering culture that prioritizes customer-centricity across all departments
Training Coordinator
ADP
Cherry Hill, NJ
01.1996 - 01.1998
- Spearheaded internal learning programs for new hires that increased team competencies in key areas such as product solutions and market knowledge
- Developed engaging customer instructional materials, including presentations, handouts, and interactive activities
- Coordinated logistics for training events, including scheduling facilities, securing necessary equipment, and managing participant registration
- Evaluated effectiveness of training initiatives, making adjustments as needed to optimize results
Education
Bachelor of Arts - Mass Communications
Penn State University
University Park, PASkills
Client Relationship Building
Territory Management
Sales Presentations
Pricing strategy
Revenue Generation
Effective Communication
Time Management
Problem-Solving
Adaptability
Interpersonal Skills
Additional Information
Software Sale Tools
Google Apps/Analytics
Microsoft 365
Smartsheets
Make
Zoom
Timeline
Strategic Account Manager
AlayaCare
03.2021 - 03.2024
COVID-19 Case Investigator Supervisor
Alexandria Health Department
05.2020 - 03.2021
Professional Services Operations Manager
Kronos
09.2018 - 09.2019
Customer Upgrade Manager | Acct Mng | Prj Mng
PeopleFluent
02.2006 - 07.2018
Premium Account Manager
Oracle/PeopleSoft
01.2001 - 01.2006
Client Relationship Manager
Bridge Information Systems
01.1998 - 01.2000
Training Coordinator
ADP
01.1996 - 01.1998
Bachelor of Arts - Mass Communications
Penn State University