Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shannon Lutz

Chicago,IL

Summary

Client Services Manager providing leadership to Relationship Managers and serving as an escalation point for clients and internal departments. Provide senior leadership and internal stakeholders with updates and status reports. Delivers excellent client services while building and maintaining client relationships. Strong people management skills coach, lead, and develop employees.

Overview

6
6
years of professional experience

Work History

Director of Client Services

June Homes
11.2021 - Current
  • Successfully manages end-to-end customer experiences, from initial onboarding to property renewals and new acquisitions
  • Collaborates with cross-functional teams on international level to streamline processes, enhance service delivery, and drive business success
  • Proactively resolves conflicts, ensuring positive outcomes for both clients and organization.
  • Coordinated cross-functional teams to deliver seamless service experiences for clients across all touchpoints.
  • Spearheaded creation of customized reports that provided valuable insights into client performance metrics and growth opportunities.
  • Managed contract negotiations, achieving favorable terms while solidifying long-lasting partnerships.
  • Streamlined communication processes for improved client interactions and response times.
  • Mitigated risks of client attrition by identifying and addressing root causes, fostering client trust and satisfaction in company services.
  • Championed process improvements based on best practices from successful projects to continuously elevate overall departmental efficiency levels.
  • Optimized internal workflows for efficient collaboration between Client Relations, Sales, Marketing, and Technical Support teams.
  • Led Client Relations department through periods of rapid growth by effectively managing resources during critical transitions or organizational changes within company.
  • Launched customer feedback initiatives to gather insights that informed strategic direction and improvements in service delivery.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.

Midwest Regional Sales Manager

Le Pain Quotidien
05.2019 - 06.2020
  • Implemented strategic monthly sales plans, annual goals, competitive analysis, top and target accounts, and other reports
  • Exceeded sales goals and supported daily operations while developing new procedures and standards for regional sales growth
  • Managed budgets effectively, optimizing allocation of resources to maximize event impact.
  • Managed administrative logistics of events planning, event booking, and event promotions.
  • Hired and cross-trained staff members for various event-specific functions and assessed employees' understanding of associated processes and procedures.
  • Implemented innovative strategies to reduce waste at events, promoting sustainability initiatives across multiple functions.
  • Established rapport with potential customers through networking events, trade shows, and industry conferences.
  • Achieved consistent year-over-year growth in both revenue generation as well as overall client base expansion through dedicated relationship building initiatives.

Corporate Business Development Manager

SBR Events
07.2018 - 05.2019
  • Prospected for new clients in corporate sector, developed ongoing business with existing accounts, and arranged special events and presentations
  • Presented regular progress reports to senior management detailing successes achieved along with recommended actions moving forward.
  • Streamlined internal processes to improve efficiency, resulting in reduced costs and increased profitability.
  • Aligned business development objectives with overall company strategy, ensuring cohesive approach toward reaching corporate goals.
  • Managed diverse portfolio of projects from inception to completion, ensuring timely delivery within budget constraints.
  • Created compelling sales presentations that effectively communicated product value propositions to prospective clients.
  • Leveraged CRM tools to manage client relationships efficiently while maintaining accurate records of interactions and transactions.

Education

School of Business Administration -

University of Central Florida
Orlando, FL

Skills

  • Contract Negotiation
  • Renewal Strategies
  • Key Account Management
  • Portfolio Management
  • HubSpot
  • Salesforce
  • Relationship Management
  • Client Retention Strategies
  • Client Needs Assessment
  • Training and Development
  • Negotiation and Conflict Resolution

Timeline

Director of Client Services

June Homes
11.2021 - Current

Midwest Regional Sales Manager

Le Pain Quotidien
05.2019 - 06.2020

Corporate Business Development Manager

SBR Events
07.2018 - 05.2019

School of Business Administration -

University of Central Florida

Similar Profiles

CREATE PROFILE
Shannon Lutz