SOPHY THOMAS
Liburn,GA
Summary
Strategic client success and relationship management professional with 15+ years of experience building partnerships, optimizing operations, and delivering measurable value across corporate, education, nonprofit and entrepreneurial sectors. Known for cultivating trusted client relationships, improving retention through proactive engagement, and aligning organizational solutions with client goals to maximize ROI.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Client Success & Project Manager
The Pursuit of Excellence, LLC
07.2025 - Current
- Collaborated with internal teams to automate workflows and enhance program delivery for improved retention and ROI.
- Facilitated onboarding and training sessions that increased client adoption and engagement.
- Manage and convert leads into bookings.
- Designed and executed premium client experiences through curated Mastermind events and leadership workshops.
- Built and maintained relationships with educators, administrators, and partners, ensuring high-value utilization of programs and client satisfaction.
- Supervised a team of four in managing project execution, timelines, and deliverables.
Client Experience & Program Success Manager
Next Level Living/The Jeremy Anderson Group
08.2021 - 07.2025
- Managed a high-value client portfolio within elite speaker and entrepreneur programs, driving engagement, satisfaction, and renewals.
- Facilitate onboarding, milestone tracking, communications, and event logistics for domestic and international masterminds.
- Conducted performance reviews and tracked milestones to ensure clients achieved measurable ROI and success outcomes.
- Provided high-touch service and emotional intelligence, maintaining brand alignment across all client interactions.
- Supported launch and delivery of digital curriculum, online communities, and exclusive program platforms.
- Collaborated cross-functionally with leadership, creative, and tech teams to enhance client systems and communication flow.
- Partnered with internal teams to improve systems, automate workflows, and ensure seamless program execution.
Executive Assistant to COO
Eric Thomas and Associates, LLC
09.2017 - 03.2021
- Serve as a trusted liaison between the COO and internal/external stakeholders, ensuring seamless communication, timely responses, and strategic follow-through on key initiatives.
- Coordinate and prioritize high-level requests, meetings, and projects across multiple business units, supporting executive decision-making with accuracy and efficiency.
- Manage complex calendars, domestic and international travel arrangements, meeting logistics, and event planning for the executive team.
- Draft and edit internal communications, board reports, executive memos, proposals, and other business-critical documents with a high degree of professionalism and confidentiality.
- Conduct preliminary analysis of reports, memos, and submissions to assess urgency and coordinate appropriate responses and distribution strategies.
- Process expense reports, track departmental budgets, and assist in preparation of financial documentation to support executive and operational planning.
- Maintain discretion in handling highly sensitive information, ensuring data privacy and compliance with internal protocols.
- Manage company health insurance policies and employee enrollments, serving as the point of contact for plan changes, renewals, and compliance inquiries as the Health Benefits Administrator.
Intake Specialist and Crisis Counselor
Bradford Health Services
12.2016 - 08.2017
- Conducted compassionate intake consultations for individuals and families seeking treatment for substance use disorders, serving as a first point of contact during moments of crisis.
- Assessed patient needs through structured interviews, gathering clinical, psychosocial, and financial data to determine appropriate level of care in alignment with ASAM criteria and organizational guidelines.
- Collaborated with Clinical Directors to review assessments and deliver personalized care recommendations, balancing medical necessity with patient readiness.
- Provided motivational counseling and psychoeducation to encourage treatment engagement even for patients ineligible or hesitant demonstrating a trauma-informed, patient-first approach.
- Partnered with the Client Services Team to review insurance coverage and present financial options, supporting patients through the admissions process for inpatient or outpatient care.
- Delivered referrals and continuity-of-care planning for individuals not clinically or financially eligible for Bradford services, maintaining relationships with external treatment providers and social service agencies.
- Performed on-call emergency consultations at partnering hospitals and correctional facilities, facilitating timely evaluations, care coordination, and crisis stabilization.
- Ensured full compliance with HIPAA and ethical standards of care, maintaining confidentiality and dignity for all patients during sensitive intake interactions.
Senior Analyst- Offer Development/Pricing Strategy
Medtronic
06.2004 - 03.2016
- Spearheaded the development and execution of complex contract proposals for GPO and IDN customers across the U.S. Region, contributing to over $1.8B in annual revenue.
- Served as a strategic partner to cross-functional teams including Sales, Legal, Strategic Accounts, Marketing, and Finance to ensure pricing alignment, deal profitability, and compliance with corporate objectives.
- Analyzed customer data and purchasing behavior to recommend optimal pricing strategies, uncover margin improvement opportunities, and ensure contract competitiveness.
- Acted as a subject matter expert on non-standard pricing agreements; evaluated legal and financial risk, led resolution of high-impact contract issues, and obtained executive-level approvals.
- Designed and implemented a standardized contract proposal template, reducing manual rework and improving internal stakeholder clarity and decision-making.
- Reduced contract turnaround time by over 50% by creating a step-by-step process roadmap for internal stakeholders, significantly increasing operational efficiency.
- Led end-to-end RFP/RFI strategy, driving proposal quality and compliance in competitive bid environments.
- Partnered with IT/IS teams to develop and deploy internal software enhancements, improving data flow and reporting capabilities for the Offer Development team.
- Developed and facilitated training programs for the national sales force and internal business units on pricing strategy, contract structure, and proposal best practices.
- Mentored and trained new analysts through structured onboarding, accelerating their ramp-up and team integration.
- Conducted in-depth financial modeling and ad hoc analysis to support contract negotiations, sales strategy, and portfolio optimization.
- Owned pricing governance and annual pricing updates for an assigned product portfolio, including new product introductions and tiered pricing scenarios.
- Delivered actionable reporting to executive leadership and field teams using SQL-based queries and dashboards, enabling data-driven decisions across the organization.
Education
Associates - Business Administration
Gibbs College
Norwalk, CT05-1999
Skills
- Project Management
- Executive-Level Communication
- Client Relationship Management
- Onboarding & Retention Strategy
- Strategic and Analytic Skills
- Cross-Functional Collaboration
- Technical and tools proficiency
- CRM Tools: HubSpot, GoHighLevel, Trello
- Bilingual
- Project planning and development
- Contract management
- Business analysis
- Executive support
Accomplishments
Produced over $100K in revenue through strategic client engagement, refined onboarding processes, and high-touch program management that boosted retention and bookings.
Leadership Experience
- Rooted in Resilience Workshop Facilitator
- Speaker
- Author
- Podcast Host- Heartprints of Loss Podcast
- Certified Grief Coach
Community Service
- Founder, The Brian Thomas Legacy Foundation (501c3), 07/01/21, present
- Executive Assistant, SOAR Widows Ministry, 01/01/24, present
Certification
Grief Coaching
Languages
English
Full Professional
Thai
Native or Bilingual
Timeline
Client Success & Project Manager
The Pursuit of Excellence, LLC
07.2025 - Current
Client Experience & Program Success Manager
Next Level Living/The Jeremy Anderson Group
08.2021 - 07.2025
Executive Assistant to COO
Eric Thomas and Associates, LLC
09.2017 - 03.2021
Intake Specialist and Crisis Counselor
Bradford Health Services
12.2016 - 08.2017
Senior Analyst- Offer Development/Pricing Strategy
Medtronic
06.2004 - 03.2016
Associates - Business Administration
Gibbs College