Manager Service, Customer Success
Resume:
KAREN L. MARTIN, PMP
New York, NY
*****.**********@*****.***
www.linkedin.com/in/karenmartin2014
CLIENT SERVICES / CUSTOMER SUCCESS / RELATIONSHIP MANAGER / PROJECT MANAGER
SUMMARY
Financial Technology Expert with a proven record of teambuilding, a motivational style and analytical skills.
Highly motivated, collaborative individual with an excellent record of successfully managing support operations, delivering quality client service, achieving client and project success.
Reputation for building strong relationships across both internal and external stakeholders.
Process-driven, best practices-driven, metric-driven, revenue-driven, retention-driven, SLA-driven, manager and team-driven.
EDUCATION
M.B.A. Finance Anderson School of Management, UNM, Albuquerque, NM
B.A. Economics Franklin & Marshall College, Lancaster, PA
PROFESSIONAL ACCOMPLISHMENTS
Service Delivery
On-boarded and integrated newly acquired clients to services infrastructure (from company acquisition and post-sale).
Directed client support and services function.
Developed and executed on strategy for ongoing client service delivery, support operations and process standardization.
Managed to client SOW and SLA terms.
Collaborated with clients in addressing product issues, anticipating product and business needs driving product enhancements and updates, engagement of fee-based resources and expanded utilization.
Developed controls and exception processing for hosted SaaS-deployed client installations.
Managed process around service incidents and related metric reporting.
Responsible for monitoring and troubleshooting issues around the daily delivery of time-sensitive automated processing for the hosted SaaS clients.
Reviewed processing and data assembly steps with end users and worked to confirm application behavior against documented product methodology or position incorrect behavior for software correction; interpreting business requirements with the engineering and product teams.
Project / Program Management
Led client implementations for the user community.
Liaised and collaborated with Project Office, Product Management and Development Teams to prioritize product updates driving client satisfaction and retention within framework of Agile Methodology and SDLC.
Scoped project work, business requirements documentation and product change requests in coordination with client stakeholders.
Collaborated with Professional Services to hand over extended consulting opportunities and facilitate transitions following new deployments.
Created user training and certification programs.
Client Engagement / Relationship Management / Success
Defined strategic services and provided customer advocacy internally.
Revenue driven in looking for extended service and add-on sales opportunities.
Collaborated with product management, development, consultant and sales teams for overall customer success.
Managed issue and/or client escalation process.
Drove above-average annual increases in recurring maintenance revenue for region.
Maintained relationships at all levels including at C-level in 1st and 2nd tier buy and sell side financial institutions.
Delivered service presentations and regular account status meetings.
People Management
•Supervised, trained and mentored 4-6 onshore and offshore resources
•Established Center of Excellence in product support team across both onshore and offshore resources.
EMPLOYMENT
Independent Consultant, New York, NY 2014 - Present
Clients:
FAPC: Project Managed rollout of third party scheduler tool to 100+ end-users
Various students: Academic tutoring
Various seniors: Technology tutoring
Participated in course and obtained PMP
SUNGARD Financial Software Solutions & Services, Capital Markets, New York, NY
CLIENT SERVICES, RELATIONSHIP, PROJECT MANAGER 1996 - 2013
Successfully delivered system updates addressing both defects and functional enhancements.
Maintained 100% client reference-ability, renewal, and annual revenue increases.
Reduced support costs by 50% through overnight utilization of offshore resources.
Recipient of SunGard’s Outstanding Service and Longtime Commitment award.
Fostered client self-sufficiency via webinars and ongoing incident interactions.
Achieved daily turnaround on all client incidents.
Implemented best practices around the production support function.
Proactively engaged as the voice of the customer and internal client advocate.
Client surveys indicated above-average satisfaction with the daily service function.
Successfully managed projects to budget and on time.
Subject Matter Expert (SME) in trading, risk management and processing of derivatives facilitated business analysis and requirements documentation.
Built and led customer-centric group that provided Level 1 & 2 Customer Support onshore and offshore.
SUNGARD Financial Software Solutions & Services, Capital Markets (formerly Devon Systems) 1987 - 1996
CLIENT SERVICES & ACCOUNT RELATIONSHIP MANAGER (Chicago, IL)
Regional Services Manager over the daily product support operation and other service projects.
CLIENT SERVICES & ACCOUNT RELATIONSHIP MANAGER (Copenhagen, Denmark)
Regional Services Manager over the daily product support operations and ad hoc service projects.
QA & TEST MANAGER (Philadelphia, PA)
Managed Quality Assurance and Automated Testing Process for the Devon System.
TEST MANAGER (Frankfurt, Germany)
Established local application test bed for the tailored to support trading on the DTB and SOFFEX electronic exchanges.
Functional product support consultant for the Devon System.
COMPUTER SKILLS
MS Office (Excel, Outlook, PowerPoint, Project, Word), VMware, XML file protocol, MS SQL
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