Tracy Stephenson
CEDAR GROVE,NJ
Summary
A dynamic, client focused professional with expert qualifications in the Workplace and Digital Signage Industry. Collaborative leader with dedication to partnering with coworkers to promote an engaged, empowering work culture. Strengths in building and maintaining relationships with a diverse range of stakeholders in fast-paced settings who uses independent decision-making skills and sound judgment to positively impact company success.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Senior Client Success Manager
One Diversified
04.2017 - Current
- Responsible for leading and maintaining the business relationship with Agency of Record (AOR) clients serving as the primary point of contact for all customer interactions and escalations as well as ensure account governance, contractual compliance, effective service delivery, and Service Level Agreement (SLA) adherence
- Takes ownership and accountability for all client issues to satisfactory resolution
- Acts as point of escalation for issues not resolvable by the service lines
- Develops and maintains positive client relationships by understanding client goals and needs as well as ensuring client satisfaction with Diversified services
- Ensures account governance and stakeholder model is documented, agreed to, and reviewed on a regular basis such as steering committees/QBRs, service delivery committees/MBRs, and contract change management
- Develops, implements, and maintains the strategic account plans and runbooks for all accounts
- Assist with supporting Sales with new business development, contract creation, management, negotiation, and renewal
- Integrate data into KPI Reports for user experience metrics
- Maintain complete familiarity with contract(s) between Diversified and client to help ensure client expectations are properly set and met; manage contractual compliance
- Manage relationships with client's key vendors and partners
- Manage the financial performance of the account, including general oversight of operating costs and equipment inventory; accurate forecasting; profitability; invoicing, A/R aging, etc.
- Responsible for financial performance of existing services (revenue forecasts, resource management, profitability)
- Ensure all internal financial reporting requirements and timetables are met
- Supports, collaborates, and provides direction to the related service lines on client related deliverables and escalations to ensure the team is meeting SLA, cost, governance, performance, quality, innovation, continuous improvement and value requirements
- Process training and enforcement specific to the client engagement and escalation
- Managed and mentored Client Success Coordinator from June 2018 to May 2022
Account Director
Inception Digital
01.2013 - 04.2017
- Promoted to lead the team in the development, management, and execution of all Inception Digital programs
- Generate new business within current and new clients as well as participate in new business capabilities
presentations - Actively partner with our clients' advertising and education agencies in the development of each virtual program from
budget and contract to content, logistics, meeting planning, and final reconciliation - Oversee all aspects of the program from budget estimate generation and contract development, to timeline development, vendor management, studio contracting and liaison, content and graphic development, custom online registration site development, webcast development, show day executive production, and reconciliation
- Oversee the management of a production staff of 10-15 individuals in the development and execution of each program, including directors, producers, graphic designers, satellite and audiovisual technicians, webmasters, and show talent
Senior Director, Production
Inception Digital
09.2009 - 06.2013
- Responsible for the development, management, and execution of live and on-demand virtual events for Fortune 500 pharmaceutical, finance, and technology industries. Program types include satellite broadcasts, webcasts, web conferences, on-demand programs and video productions
- Budget estimate generation and contract development, timeline development, vendor management, studio contracting and liaison, content and graphic development, custom online registration site development, webcast development, show day executive production, and reconciliation
- Work with a production staff of 10-15 individuals in the development and execution of each program, including directors, producers, graphic designers, satellite and audiovisual technicians, webmasters, and show talent
Senior Account Executive
Synapse Medical Communications
05.2009 - 08.2009
- Responsible for leading the oncology project team in implementation of all program tactics by communicating overall objectives, setting expectations, delegating responsibilities, and problem solving when appropriate
- Primary client and faculty contact Update client on project status through weekly status reports and conference calls
- Design and maintain budgets throughout the duration of a project and provide post-meeting reconciliation
- Manage content development and editorial review process
- Maintain timely and professional written and verbal communications with faculty and client as they pertain to specific program involvement
- Oversee all program activities including faculty recruitment and ongoing communication, faculty development calls, editorial review, faculty and client review, audience generation, logistics management, registration/participant communication, and graphic layout and production of all program materials
Program Director
BlueSpark
04.2007 - 05.2009
- Responsible for leading the project team in the implementation of a full range of scientific oncology publications such as primary and secondary manuscripts, journal supplements, abstracts, monographs, posters, and congress presentations expectations, delegating responsibilities and problem solving when appropriate
- Primary client and faculty contact Update client on project status through weekly status reports and conference calls
- Maintain budgets throughout the duration of a project
- Manage content development and editorial review process
- Manage work process and timelines
- Maintain timely and professional written and verbal communications with faculty and client as they pertain to specific program involvement
- Maintain vendor relationships
- Manage all program activities, including faculty recruitment and ongoing communication, faculty development calls, editorial review, faculty and client review, audience generation, logistics management,
registration/participant communication, and graphic layout and production of all program materials - KOL management and development
- Conduct start-up, internal, and final team meetings for each project, establish and maintain time and events schedules, and provide updates as required by project team to accomplish each initiative
Account Manager
Thomson Interphase
04.2005 - 04.2007
- Promoted to lead the project team in developing and managing medical education programs therapeutic areas that include asthma management, ulcerative colitis, cardiovascular disease and diabetes
- Primary grantor contact and faculty contact
- Manage budgeting, financial monitoring, purchase order processing, and reconciliation of individual projects
- Manage content development and editorial review process
- Manage work process and timelines
- Maintain timely and professional written and verbal communications with faculty and grantor as they pertain to specific program involvement
- Maintain vendor relationships
- Oversee all program activities including faculty recruitment and ongoing communication, faculty planning calls, editorial review, faculty and CME/CE review, audience generation, logistics management, registration/participant communication, and graphic layout and production of all program materials
- Conduct start-up, internal and final team meetings for each project, established and maintained time and events schedules, and provided updates as required by project team and vehicle to accomplish each initiative
- Understand and adhere to all CME/CE guidelines and ensured they were communicated, understood, and followed by team
Associate Account Manager
Thomson Interphase
03.2004 - 04.2005
- Responsible for developing and managing medical education programs therapeutic areas that include asthma management, ulcerative colitis, cardiovascular disease and diabetes
- Primary grantor contact and faculty contact
- Primary faculty contact
- Maintain timely and professional written and verbal communications with faculty and grantor as they pertain to specific program involvement
- Maintain budget, financial monitoring, and reconciliation of individual projects
- Conduct start-up, internal, and final team meetings for each project, establish and maintain time and events schedules, and provide updates as required by project team and vehicle to accomplish each initiative
- Conduct all program activities, including faculty recruitment and ongoing communication, faculty planning calls, editorial review, faculty and CME/CE review, audience generation, content development, logistics management, registration/participant communication, and layout/production of all materials
- Maintain vendor relationships
- Understand and adhere to all CME/CE guidelines
- Adhere to all policies and procedures
Senior Project Manager
Cardinal Health
12.2001 - 03.2004
- Promoted to deliver high quality promotional programs to the healthcare industry
- Mentor project management team
- Provide direction to project management team
- Recruitment of faculty
- Work with faculty to develop content
- Develop and implement aggressive timelines with project team
- Maintain fiscal responsibilities
- Track and report work in progress in a timely manner to the team
- Liaison with Account Management to achieve project goals
- Handle client requests in a timely, effective, and professional manner
- Effectively manage multiple project
- Accountability on all projects and final delivery
Project Manager
Cardinal Health
09.2000 - 12.2001
Receptionist
Cardinal Health
02.1998 - 09.2000
Inbound Agent
Cardinal Health
07.1996 - 02.1998
Telemarketing Agent
Cardinal Health
08.1995 - 07.1996
Education
Bachelor of Arts - Communications
William Paterson University of New Jersey
Wayne, NJAssociate of Science - Business Administration/Marketing
Bergen Community College
Paramus, NJSkills
- Client Relationship Management
- Financial Management
- Service Management
- Account Management
- Sales Support
- Inter-department Collaboration
- Staff Mentoring & Team Leader
- Excellent written and verbal skills
- Microsoft Office
- Connectwise
- Lucid
Certification
ITIL 4 Certified
Accomplishments
2020 Diversified Circle of Excellence Winner
Timeline
Senior Client Success Manager
One Diversified
04.2017 - Current
Account Director
Inception Digital
01.2013 - 04.2017
Senior Director, Production
Inception Digital
09.2009 - 06.2013
Senior Account Executive
Synapse Medical Communications
05.2009 - 08.2009
Program Director
BlueSpark
04.2007 - 05.2009
Account Manager
Thomson Interphase
04.2005 - 04.2007
Associate Account Manager
Thomson Interphase
03.2004 - 04.2005
Senior Project Manager
Cardinal Health
12.2001 - 03.2004
Project Manager
Cardinal Health
09.2000 - 12.2001
Receptionist
Cardinal Health
02.1998 - 09.2000
Inbound Agent
Cardinal Health
07.1996 - 02.1998
Telemarketing Agent
Cardinal Health
08.1995 - 07.1996
Bachelor of Arts - Communications
William Paterson University of New Jersey
Associate of Science - Business Administration/Marketing
Bergen Community College
ITIL 4 Certified
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