Raquel Diamond
Moon Township,PA
Summary
Dedicated and results-driven Senior Client Engagement Manager with over 20 years of experience in cultivating strong client relationships and driving business growth. Proven track record of exceeding client expectations, enhancing customer satisfaction, and leading cross-functional teams to deliver exceptional results. Seeking to leverage expertise in client management, strategic planning, and team leadership to contribute to the success of the company.
Overview
29
29
years of professional experience
Work History
Senior Client Engagement Manager
Flueid Software Corporation
Santa Barbara, CA (Remote)
10.2021 - 04.2024
- Managed strategic enterprise accounts; develop and maintain positive working relationships with all customer touchpoints.
- Owned the customer lifecycle for a portfolio of assigned enterprise accounts, from onboarding and implementation to ongoing success and growth.
- Develop and implement client engagement strategies to drive retention, upsell opportunities, and overall client satisfaction.
- Act as the primary point of contact for key client accounts, ensuring timely resolution of issues and alignment of solutions with client objectives.
- Collaborate with cross-functional teams including sales, product development, and customer support to deliver tailored solutions and exceed client expectations.
- Lead client onboarding processes, including conducting needs assessments, setting project milestones, and facilitating regular check-ins to ensure project success.
- Analyze client issues and develop approaches to remediate them to the client’s satisfaction.
- Managed client communications including release notes, product releases and/or functionality updates.
- Led cross-functional teams in the successful implementation of client projects, ensuring on-time delivery and alignment with client goals and objectives.
Account Director
Black Knight Financial Services
Jacksonville, FL (Remote)
12.2014 - 10.2021
- Managed relationships with Key Accounts while pursuing business growth opportunities and exceeded assigned quotas and revenue target sales each year.
• Monitored competitors’ activity, industry trends, and emerging technologies with each account to ensure that appropriate response strategies were formulated and implemented.
• Demonstrated an outcome-based approach and navigated contract negotiations, addressed objections based on a deep understanding of customer challenges.
• Maintained accurate and up-to-date records of all sales and account activities using CRM software. Analyzed sales data to identify trends and opportunities.
• Coordinated efforts through cross-cultural, cross-tower, cross-business teams to provide value added services to accounts with SaaS, AI, and Cloud technologies.
• Trained new team members and worked on process improvements.
• Expanded product knowledge across the entire company division.
Account Manager
Medallion Analytics
Pittsburgh, PA
10.2013 - 10.2014
- Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel.
- Proactively assesses, clarifies and validates customer needs on an ongoing basis.
- Achieves strategic customer objectives defined by company management.
- Liaison between Sales, IT, Operations for the purpose of boarding and training new Customers while maintaining high customer satisfaction ratings.
- Main contact responsible for all client communications and conflict resolution.
- Aware and in pursuit of opportunities for account growth and new business.
- Communicates the Management company's goals and represents the client’s interests to the team.
AVP of Operations
LPS, a Black Knight Financial Services Company
Pittsburgh, PA
01.2013 - 09.2013
- Managed day to day operations with 5 direct reports and 40+ staff members
- Management accountability for all productivity and client satisfaction.
- Discussed changes in procedures, policies and guidelines helping to interpret and clarify their meanings and intended usage.
- Analyzed, suggested, developed and implemented procedural changes.
- Ensured proper staffing and training of the Closing team; responsible for the interviewing and selection of qualified candidates.
Customer Service and Process Management Supervisor
Visionet Systems Inc.
Pittsburgh, PA
06.2012 - 12.2012
- Accountable for productivity and client satisfaction.
- Coached and counseled staff for peak performance.
- Coordinated Processes between on-shore and off-shore production centers.
Director / Account Manager
ServiceLink Corporation
Pittsburgh, PA
04.2009 - 09.2011
- Responsible for all customer service and client satisfaction.
- Handled all escalated client issues that required management involvement.
- Management of 50 personnel including managers. P & L and HR responsibility.
- Corporate Liaison between the Client, Sales, and Operations.
- Responsible for training and boarding of all new customers.
- Created and delivered performance reports to the customer.
- Discovered clients’ business needs and work for appropriate solutions.
VP of Operations
LandAmerica Corporation
Pittsburgh, PA
08.2006 - 04.2009
- Managed daily operations, including budgeting, forecasting, resource planning, and scheduling.
- Managed a 70-person national operational team and 3 off site client service representatives, through 6 direct reports.
- Accountability for productivity and client satisfaction.
- Managed client service agreements, identifying strategies and tactics that helped increase customer satisfaction and improving client communications.
AVP of Operations / Portfolio Manager
Lender's Service Inc.
Pittssburgh, PA
08.1995 - 07.2006
- Managed operations with accountability for productivity and client satisfaction.
- Analyzed, suggested, developed and implemented procedural changes to improve efficiency and productivity.
- Operated as the lead point of contact for any and all client related matters.
- Developed a trusted advisor relationship with key customer stakeholders and executive sponsors.
- Assisted with high severity requests or issue escalations as needed.
- Ensured a timely and successful delivery of our solutions for the customer.
- Communicate progress of monthly/quarterly initiatives to stakeholders.
Education
Bachelor of Science - Business Administration - Finance
Youngstown State University
Youngstown, OH06-1991
Skills
- Client Relationship Management
- Strategic Planning
- Team Leadership
- Communication Skills
- Problem-Solving Abilities
- Negotiation Skills
- Project Management
- Data Analysis
- Customer Satisfaction Enhancement
- Cross-Functional Collaboration
References
References available upon request.
Timeline
Senior Client Engagement Manager
Flueid Software Corporation
10.2021 - 04.2024
Account Director
Black Knight Financial Services
12.2014 - 10.2021
Account Manager
Medallion Analytics
10.2013 - 10.2014
AVP of Operations
LPS, a Black Knight Financial Services Company
01.2013 - 09.2013
Customer Service and Process Management Supervisor
Visionet Systems Inc.
06.2012 - 12.2012
Director / Account Manager
ServiceLink Corporation
04.2009 - 09.2011
VP of Operations
LandAmerica Corporation
08.2006 - 04.2009
AVP of Operations / Portfolio Manager
Lender's Service Inc.
08.1995 - 07.2006
Bachelor of Science - Business Administration - Finance
Youngstown State University
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