Mary Spangler
Rockford,MN
Summary
Client Relationships and Operations Leader with 11+ years of experience working with and managing successful teams in the financial technology industry. Working across a broad range of services including digital banking applications, remote deposit capture solutions, online banking portals, help desk, and client success management systems. Track record of success in establishing, adopting, and maturing operational and client success processes while providing technical mentorship to team members. Trusted advisor to clients in handling technical issues, concerns, or service complaints. Dedicated Success Manager and effective leader who excels at using proven methods to streamline operations and increase productivity. Offering engaging and pleasant personality with expertise improving customer relationships. Dynamic Director oversees every facet of production with strong project management and decision-making skills. Skilled at coordinating production plans and personnel resources to complete work under tight deadlines. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
Work History
Director, Client Success Manager
Urban FT
10.2021 - Current
- Promoted to VP, Account
Director of Client Success
Urban FT, North America LLC
10.2019 - Current
- Build and maintain relationships with key stakeholders in direct client base (300 clients) Manage team of client success managers overseeing two products (150+ clients) Serve as the primary contact for all client escalation issues Collaborate with sales team to cross sell products into existing client base Manage the outreach and contract process to resign legacy client base to new agreements Oversee annual due diligence requests and coordinate responses to any inquiries Generate Change Request Forms for clients requesting work outside the scope of services
- Enhanced client satisfaction by identifying and addressing key issues, streamlining processes and implementing effective solutions.
- Developed strong relationships with clients through regular communication and personalized attention, resulting in increased retention rates.
- Led a team of account managers to consistently exceed performance goals and drive company growth.
- Implemented innovative strategies for client success, including tailored services and proactive support.
- Collaborated closely with cross-functional teams to ensure seamless delivery of products and services to clients.
- Analyzed client feedback and data trends to develop targeted improvement plans for individual accounts.
- Mentored junior team members, providing guidance on best practices for managing client relationships and achieving success metrics.
- Spearheaded initiatives aimed at improving internal processes and workflows, resulting in more efficient service delivery to clients.
Manager, Help Desk
FT North America LLC
03.2014 - Current
- Recruited, trained, and support help desk staff of 4-8 employees Set specific customer service standards and ensured compliance by all team members Contributed to improving customer support by actively responding to queries and handling complaints in an expedited manner Established and documented best practices through the entire technical support process Followed up with clients to ensure service satisfaction and identify areas of improvement Provided client feedback to internal stakeholders to ensure their needs were always met Operated help desk and remote-control software for clients requiring hands on support Monitored and documented team member performance to present in annual reviews
Office Manager
CFC Technology
10.2012 - Current
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Improved employee retention rates by fostering a positive work environment and providing growth opportunities through training programs.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Organized travel arrangements for executives by researching cost-effective options while accommodating individual preferences.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
Accounting Specialist
CFC Technology
05.2009 - 10.2012
- Managed the expense reporting and reimbursement process for 25+ employees Completed financial transactions and data entry Worked with both vendors and clients to reconcile invoices
- 25-50 vendors 100+ clients Performed daily deposits and financial accounting reconciliation
Education
Graduate -
Osseo High School
1991
Hennepin Technical College
1991
Skills
- Staff Development
- Project Management
- Logistics Management
- Staff Management
- Contract Negotiation
- Operations Management
- Business Administration
Timeline
Director, Client Success Manager
Urban FT
10.2021 - Current
Director of Client Success
Urban FT, North America LLC
10.2019 - Current
Manager, Help Desk
FT North America LLC
03.2014 - Current
Office Manager
CFC Technology
10.2012 - Current
Accounting Specialist
CFC Technology
05.2009 - 10.2012
Graduate -
Osseo High School
Hennepin Technical College
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