URSZULA PAPIEZ
Senior Technology & Client Success Executive | Enterprise Solutions Strategist
Plainfield,IL
Summary
Transformational technology executive with proven success in building and scaling enterprise client success operations from ground up. Track record of driving $12M+ annual recurring revenue through strategic leadership and digital transformation initiatives. Distinguished expertise in establishing departments, developing go-to-market strategies, and delivering enterprise-wide solutions across healthcare, legal, and financial sectors. Proven leader in cybersecurity incident response and network architecture, with extensive experience in C-suite strategic planning and board presentations.
Overview
8
8
years of professional experience
Work History
Senior Client Success Manager and Team Lead | Department Founder
AQUEITY
06.2023 - Current
- Founded and scaled client success department from ground up, establishing comprehensive operational framework
- Created standardized templates and processes for all department functions
- Designed executive business review presentations for C-suite and board meetings
- Built and led team of 3 direct reports managing enterprise accounts ($80K-90K monthly revenue)
- Implemented department-wide KPIs and performance analytics
- Created comprehensive documentation library and knowledge management system
- Developed custom SharePoint platform integrating multiple systems for client visibility
- Manage $12M annual recurring revenue portfolio across 20+ enterprise accounts
- Created and executed customer engagement programs driving 96% retention
- Identified and recovered $800K+ missing revenue through systematic billing audit
- Generated new business through strategic client referrals
- Developed new solution SKUs through vendor partnerships
- Created pricing strategies for service offerings
- Managed strategic contract renewals preserving favorable terms
- Led cybersecurity breach emergency response team
- Designed and implemented redundant network infrastructures
- Established data protection protocols for employee lifecycle management
- Developed business continuity and disaster recovery solutions
- Created complete technology environments from ground up
- Implemented enterprise-wide security frameworks
- Managed compliance requirements across regulated industries
- Created detailed project scopes and proposals
- Developed standardized client onboarding/offboarding procedures
- Implemented vendor management framework
- Led multi-million dollar infrastructure deployments
- Managed non-profit organization technology initiatives
- Organized technology components for client fundraising events
- Assisted with government funding applications
Enterprise Account Manager and Client Success | Program Architect
ALL COVERED
12.2019 - 06.2023
- Pioneered enterprise client success program from concept to implementation
- Transformed traditional account management practices for enterprise portfolio
- Architected scalable frameworks improving customer satisfaction
- Led incident response planning for critical security events
- Developed comprehensive technology roadmaps
- Implemented data protection strategies
- Created disaster recovery frameworks
- Led security awareness training programs reducing incidents by 40%
Account Manager
ALL COVERED
01.2018 - 12.2019
- Exceeded quota targets by 120% managing 50+ SMB/mid-market clients
- Implemented data-driven account management strategies
- Developed solutions supporting organizational growth
- Led strategic planning initiatives
- Managed client lifecycle from onboarding through renewal
Business Development Representative
ALL COVERED
05.2017 - 12.2017
- Generated qualified pipeline exceeding $2M in potential revenue
- Achieved 125% of quarterly targets
- Developed multi-channel prospecting strategies
- Collaborated with sales team on opportunity development
Education
Bachelor of Science - Business Management
Roosevelt University
01.2017
Skills
- Strategic Leadership
- Executive Stakeholder Management
- Department Building and Scaling
- Change Management
- Board Presentation Experience
- P&L Management
- Go-to-Market Strategy
- Cross-functional Team Leadership
- Strategic Planning and Execution
- Enterprise Network Design
- Cloud Architecture (Azure/AWS)
- Disaster Recovery Planning
- System Integration
- Network Security
- Infrastructure Optimization
- High Availability Systems
- Business Continuity
- Incident Response
- Risk Management
- Threat Detection
- Vulnerability Assessment
- Security Controls
- Compliance Frameworks
- Zero Trust Architecture
- Data Protection
- Microsoft 365 Security Suite
- ServiceNow ITSM
- Connectwise Manage
- Kaseya VSA
- SolarWinds N-Central
- Veeam Backup
- SharePoint Development
- Power Platform
- NIST Cybersecurity Framework
- HIPAA Compliance
- SOC 2 Controls
- PCI DSS Requirements
- ISO 27001 Standards
- Risk Assessment
- Audit Management
- Policy Development
- Business development
- Key accounts development
- Strategic planning
- Customer relationship building
- Schedule management
- Staff mentoring & leadership
- Pipeline development
- Customer retention
- Customer account management
- Cross-functional coordination
- Negotiation
- Revenue growth
- Team building
- Account management
- Stakeholder management
- Sales management
- Research and due diligence
- Customer onboarding
- Strategic communications
- Customer needs assessment
- Records management
- Inter-department collaboration
- CRM software
- Relationship management
- Client onboarding
- Financial acumen
- Client education
Executiveachievements
- Built client success department establishing all processes and frameworks
- Recovered $800K+ in missing revenue through systems audit
- Achieved 96% client retention rate in enterprise portfolio
- Led 15+ successful cyber incident response engagements
- Designed 20+ enterprise network architectures
- Generated $400K+ in new business through client referrals
- Created comprehensive training and documentation programs
- Established standard operating procedures for department operations
Executivecompetencies
Executive Stakeholder Management, Department Building and Scaling, Change Management, Board Presentation Experience, P&L Management, Go-to-Market Strategy, Cross-functional Team Leadership, Strategic Planning and Execution, Enterprise Network Design, Cloud Architecture (Azure/AWS), Disaster Recovery Planning, System Integration, Network Security, Infrastructure Optimization, High Availability Systems, Business Continuity, Incident Response, Risk Management, Threat Detection, Vulnerability Assessment, Security Controls, Compliance Frameworks, Zero Trust Architecture, Data Protection, Microsoft 365 Security Suite, ServiceNow ITSM, Connectwise Manage, Kaseya VSA, SolarWinds N-Central, Veeam Backup, SharePoint Development, Power Platform, NIST Cybersecurity Framework, HIPAA Compliance, SOC 2 Controls, PCI DSS Requirements, ISO 27001 Standards, Risk Assessment, Audit Management, Policy Development
Executiveleadershiphighlights
- Built and scaled client success department from inception, including infrastructure, processes, and team development
- Member of executive leadership team (L10), participating in strategic planning and board-level decision making
- Received direct CEO mentorship through bi-weekly strategic planning sessions
- Led cross-functional initiatives across sales, marketing, product, and operations teams
- Developed and presented strategic business reviews to C-suite stakeholders and board members
- Established company-wide customer success methodologies and best practices
- Created enterprise-wide frameworks for customer health scoring and retention strategies
- Led emergency response team for critical cybersecurity breaches
- Architected complete network rebuilds for compromised client environments
Timeline
Senior Client Success Manager and Team Lead | Department Founder
AQUEITY
06.2023 - Current
Enterprise Account Manager and Client Success | Program Architect
ALL COVERED
12.2019 - 06.2023
Account Manager
ALL COVERED
01.2018 - 12.2019
Business Development Representative
ALL COVERED
05.2017 - 12.2017
Bachelor of Science - Business Management
Roosevelt University
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