Michael Marthaler
Roselle,IL
Summary
Experienced and dedicated investment services leader with twenty-five years of financial technology experience. A results-driven individual possessing extensive industry knowledge in the areas of Client Success, Account Management, Project Management and Technical Operations with a proven list of accomplishments. A passionate team player with strong leadership and communication skills that is client focused and detail orientated.
Overview
27
27
years of professional experience
Work History
Senior Client Success Consultant IV
InvestCloud Financial Supermarket
Chicago, IL
10.2020 - Current
- Provided exceptional management and support to the firm's largest client, resulting in successful oversight of 3.5 million accounts and generation of $22 Million in annual revenue.
- Managed a team of technology professionals to enhance client product initiatives, contributing to 20% annual account growth.
- Directly engaged with clients to oversee daily operations and drive resolutions for escalations.
- Oversaw the development of client billing statements, SLA reports, and KPI metrics to measure account growth rates, trade volume trends,and service request levels.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Facilitate client engagements for the success of ongoing and upcoming initiatives.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Cultivated essential partnerships with stakeholders across various levels of client organizations.
Senior Business Analyst Manager
Zurich North America
Schaumburg, IL
04.2019 - 09.2020
- Managed a team of 6 Business Analysts to deliver business performance reporting and insights in the Finance organization
- Managed the development and support of approximately 200 monthly Finance reports and Power BI Dashboards.
- Successfully executed resource management in various companywide system implementations and conversions
- Implemented best practices to drive efficiencies and enforce governance in finance reporting, data management standards, and security.
- Managed the implementation of cutting-edge data technologies such as Data Automation, Data Visualization, and Reporting Artificial Intelligence
- Mentored associates and interns, offering training sessions on team protocols and methods.
Manager, Interface Enhancements
Fiserv, Investment Services
Chicago, IL
09.2007 - 03.2019
- Managed a team of 8-12 Business System Analysts, successfully overseeing an average of 100 project implementations annually.
- Determined project costs, timeframes, and efforts for about 100 clients in order to submit accurate project estimates.
- Led and supervised the end-to-end execution of approximately 150 client system enhancement/implementation projects using a robust SDLC approach.
- Successfully oversaw multiple industry-wide system implementations and back-office data conversions by efficiently managing available resources.
- Consistently exceeded revenue targets for three consecutive years, operating within budget expense targets.
- Established processes to ensure efficient workflow throughout the organization.
- Coached, mentored and trained team members in order to improve their job performance.
Team Lead, Customer Operations
Fiserv, Investment Services
Chicago, IL
05.2005 - 08.2007
- Spearheaded client notification project, significantly reducing ticket volume by 40%.
- Led and coordinated a team responsible for maintaining outstanding customer satisfaction while managing a high-ticket volume.
- Implemented ticket reduction processes successfully leading to continuous decreases in client request volume
- Assisted in developing new associate training program and implementing innovative practices within the team
- Engaged in a comprehensive manager training program, completing exercises that expanded beyond essential responsibilities.
- Recipient of the Chairman's Club Winner in 2007 and recipient of multiple Key Awards.
Business Analyst, Customer Operations
Fiserv, Investment Services
Chicago, IL
03.2003 - 04.2005
- Ensured client satisfaction by offering first level support, resolving system issues, and providing data solutions
- Conducted detailed business analysis, outlining problems, opportunities, and solutions for a business.
- Ranked as one of the top associates in total requests, customer satisfaction, and ticket turnaround time.
- Assisted in implementing effective methods and strategies across the team
Account Manager, Client Services
Fiserv, Investment Services
Chicago, IL
01.2001 - 02.2003
- Provided exceptional client management for top account at Chicago Office.
- Developed strong working rapport with clients by offering a dedicated approach to full-service support
- Coordinated and executed multiple data systems conversions for diverse clientele and vendors
- Implemented client processes to streamline procedures and contribute to account growth.
- Coordinated with internal teams to ensure timely delivery of products and services to clients.
Account Executive /Brokers Assistant
HSBC Securities, Chicago Board of Trade
Chicago, IL
01.1998 - 10.2000
- Maximized trade volume by effectively overseeing a team of large interest rate swap traders, achieving top performance within the company
- Attained the largest market share in the Federal Funds trading pit by implementing a highly assertive marketing strategy
- Established a reputation of pinpoint accuracy in trade execution, leading to a 15% increase in the client base.
- Consistently achieved the lowest error rate within the company by operating without errors for a consecutive 10-month duration.
Education
Masters of Business Administration - Finance
DOMINICAN UNIVERSITY
River Forest, IL01.2000
Bachelor of Arts in Business Administration - Economics
DOMINICAN UNIVERSITY
River Forest, IL01.1998
Skills
- Customer Success
- Client Services
- Account Management
- Project Management
- Strategic Thinking
- Business Analysis
- Incident Management
- Process Improvement
- Quality Assurance Testing
- Technical Support
- Operations Management
- Organizational Leadership
- Client Relations
- Training and mentoring
Awards
2007 Fiserv Chairman's Club Award Winner in the area of Process Improvement and Client Satisfaction
Accomplishments
2007 Fiserv Chairman’s Club Award Winner in the area of Process Improvement and Client Satisfaction
Timeline
Senior Client Success Consultant IV
InvestCloud Financial Supermarket
10.2020 - Current
Senior Business Analyst Manager
Zurich North America
04.2019 - 09.2020
Manager, Interface Enhancements
Fiserv, Investment Services
09.2007 - 03.2019
Team Lead, Customer Operations
Fiserv, Investment Services
05.2005 - 08.2007
Business Analyst, Customer Operations
Fiserv, Investment Services
03.2003 - 04.2005
Account Manager, Client Services
Fiserv, Investment Services
01.2001 - 02.2003
Account Executive /Brokers Assistant
HSBC Securities, Chicago Board of Trade
01.1998 - 10.2000
Masters of Business Administration - Finance
DOMINICAN UNIVERSITY
Bachelor of Arts in Business Administration - Economics
DOMINICAN UNIVERSITY