Susan O'Donnell

215-***-**** ad2jhb@r.postjobfree.com Holland, PA 18966

SUMMARY

Over 15 years of success managing strategic client relationships in the Financial Services industry. Focus primarily on portfolio accounting, performance reporting and Enterprise Data Management systems.

SKILLS

● Client Relationship Management

● Effective Customer Communication

● SalesForce

● Microsoft Dynamics

● Strategic Account Management

● Overcoming Objections

● JIRA

EXPERIENCE

BNY Mellon

June, 2014 - June, 2023

Pennington, NJ

Relationship Manager/Product Consultant

● Achieved client loyalty through quality, productivity, service and proactive management.

● Delivered positive experiences to customers at every touch point through clear communication and implementing strategies to improve satisfaction.

● Collaborated with various departments to improve communication and deliver individualized customer solutions.

● Advised and counseled customers on financing and related matters.

● Conducted comprehensive relationship reviews to understand and develop solutions for client needs, partnering with specialists to resolve specific issues.

● Consolidated business data into actionable metrics to simplify and highlight areas of concern and opportunity.

● Responsible for new and existing contract negotiations. VP, Client Experience (Due Diligence)

● Developed Marketing plans by working directly with new and existing clients to create market awareness and increase user adoption.

● Created targeted training plans in support of onboarding new clients.

● Monitored usage metrics to ensure successful adoption.

● Collaborated internally to identify process improvements in order to provide an effective and streamlined client experience.

Client Experience (Adoption & Training)

● Drove analysis and data gathering in support of client risk assessments.

● Managed individual risk assessment projects and met all client deadlines.

● Establish working relationships with key business partners across all lines of business.

● Created documentation explaining products and services in response to proposal requests from prospective clients.

● Coordinated with internal contributors and subject matter experts to ensure complete, accurate proposals maximized business opportunities.

● Improved methods and procedures for processes, measurement, documenting and workflow. Manager - Account Management

● Coached, developed and motivated a high performing Account Management team.

● Oversaw strategic accounts and worked to meet and exceed client expectations.

● Acted as the main point of contact in matters relating to client concerns and needs.

● Sourced new opportunities to introduce products and services to potential customers.

● Collaborated with the sales team to collectively drive growth and market share.

● Renewed existing accounts by cementing trusting relationships with customers.

● Created a Financial Dashboard highlighting areas of opportunity and risk.

● Implemented the Strategic Account Management Association (SAMA) program. Albridge Solutions Inc.

December, 2000-2009

Product Adoption & Training

● Defined and analyzed product metrics to facilitate growth of product.

● Worked with sales teams to demonstrate platform capabilities in order to win new business.

● Developed marketing programs for several new product offerings to bring in additional revenue.

● Helped coordinate testing to verify quality and usability of new product features.

● Created and implemented "Albridge Certification Program".

● Responsible for implementing on-demand training as an Albridge best practice.

● Developed a centralized web based end user learning environment.

● Managed product demonstrations, testimonials and benchmarks for adoption of product offerings.

● Analyzed client training needs to develop new programs to increase usage and knowledge of technology offerings.

● Evaluated effectiveness of training by using feedback surveys, focus groups and other relative means.

Inside Sales Specialist

● Helped grow the user base from zero to more than 55,000 users throughout the U.S.

● Sales leader responsible for acquiring new high net worth advisors to convey the value and benefits of a vast array of product offerings.

● Supported Broker Dealer and RIA clients with in-person value based sales presentations and training programs. Presentations ranged from 5-300 participants.

● Partnered with Data Providers to ensure successful delivery of daily data files.

● Created monthly billing process.

EDUCATION AND TRAINING

Bachelor of Science

Business Management, Delaware Valley College, Doylestown, PA ACCOMPLISHMENTS

Key member of a team that grew Fintech firm from zero to $60 million, with average annual growth of 30% over a seven year period. Company was eventually sold for more than $300 million in 2007. CERTIFICATIONS

● Designing and Facilitating Synchronous and Asynchronous E-Learining - William Horton Consulting

● Strategic Account Management Certification (SAMA)

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