Sign in

Manager Customer Service

Londonderry, NH
June 30, 2020

Contact this candidate



** **** ****** *****, ***********, NH 03053

Home: 603-***-**** Cell: 603-***-**** Strategic Account Management_Program Management_Change Management Seasoned professional capable of making an immediate impact on defining, managing, and leading an organization’s client development and relationship efforts, new ventures, revenue growth, project management initiatives, client retention, and strategic and organizational planning at an executive level. Summary of Qualifications

Extensive professional experience in executive account management, alliances/partnerships, client advocacy, strategic and organizational planning, technology initiatives, creating revenue streams, client relationships, customer retention, business operations, and administration within various industries. Proven track record of planning, organizing and mobilizing to create new businesses and penetrate new markets to increase sales and profit margins, while building an efficient operations and administrative infrastructure to meet the demands of new growth and new business ventures. Designed and implemented policies and procedures with respect to sales initiatives, team building, operations and planning, infrastructure development, and business operations within company and shared services environments.

Expertise and knowledge in areas such as:

- Executive Account Management - Forecasting/Planning - Vendor Relations

- Property & Casualty Insurance - Negotiations / Proposals - Project Management

- Staff Development & Training - Contract Management - Communications

- Organic Growth - Alliances/Partnerships - Team Building

- Territory Management - Relationship Selling - Customer Relations Selected Accomplishments

Negotiated and Secured a renewal contract with a major strategic account valued at $45 million over ten years. Client was receiving increased pressure from their parent company to utilize similar IT services provided by the parent, rather than outsource. Met with representatives from the parent company and addressed their concerns, outlining how we were better positioned to meet their subsidiary’s immediate business needs based on an existing 15-year relationship. Won a new business contract for application outsourcing services valued at $7.8 million over six years. Contract was for application maintenance, development, and hosting services and was up to bid among three companies. By leveraging a long-term relationship with the President of the BU that would own this contract, and providing a service offering that was priced attractively to earn the consent of the financial decision makers, the deal was secured.

Introduced new services into a contract with a national client that tripled the contract’s annual recurring revenue stream. By meeting with the client and drilling down to their business concern, changes made to the application allowed the client to more than triple the volume of transactions they processed in the system, thus increasing the recurring revenue stream. Renewed contracts with several accounts that represented long-term recurring revenue. As technologies change and different resources are leveraged, challenges always exist to propose a contract that is fair and equitable to both sides. Again, based on long standing business relationships, 100% of contracts up for renewal were successfully renewed with favorable terms, conditions, and profit margins. GARY L. SMITH Page 2

Professional Experience

BOTTOMLINE TECHNOLOGIES, Portsmouth, NH 2016 - current Senior Client Advisor

Manage a book of assigned accounts to ensure consistent delivery of services and identify areas of new revenue opportunities within the legal spend management and data analytics sector. Clients are mainly in the financial services arena. More specifically, in the P&C insurance industry. DECISIVE TECHNOLOGIES, New London, CT 2015 - 2016

Sr. Vice President – Business Development & Consulting

Working with the CEO of the organization, identify and pursue new sales opportunities in the area of IT consulting services that support workforce management solutions. Many engagements were in the pharma industry.

ELM SOLUTIONS (TyMetrix), Hartford, CT 2014 - 2015 Strategic Account Manager

Identify and cultivate new business opportunities with existing target accounts that cross multiple industries, verticals, and geographies. Manage both the business and contract relationship between ELM and their clients. Serve as a trusted advisor to clients when providing assistance to resolving their business challenges, while identifying new revenue opportunities for ELM Solutions. COMBINED INSURANCE COMPANY, Bedford, NH 2012-2014

Territory Manager

As a team manager as well as an individual contributor, sold supplemental insurance offerings including life, accident, sickness, disability, cancer, and critical care insurance to consumers, independent contractors, self employed, and small businesses. Built a base of clients that generated recurring and residual income for the future. PRIMERICA FINANCIAL SERVICES, East Syracuse, NY 2010-2012 Producer

In the states of Connecticut and New Hampshire, offered financial service products, including life insurance, annuities, and retirement plans.

CGI GROUP Andover, MA 1992-2009

Client Partner (1997-2009)

Managed the contract and owned the overall relationship between CGI and designated strategic accounts in the P&C industry. TCV for accounts managed was $55M.

Negotiated and ensured timely execution of new business and renewal contracts.

Provide high-level project management for all client-specific consulting engagements.

Maintained tracking of all new revenue opportunities.

Served as the primary point of communication to the client regarding the provision of project statuses, project scope, project plans, and estimates.

Participate in project and program audit, SOX, and compliance initiatives.

Worked with C-Level Executives and front-line management to gain the insight and perspective needed to serve as an advocate for our clients.

Renewed all contracts for accounts in my portfolio. GARY L. SMITH Page 3

Professional Experience

CGI INC. Andover, MA (cont.) 1992-2009

Business Development Manager (1992-1997)

In this hunter role, identified consulting, ITO/BPO, and SaaS revenue opportunities with new and existing accounts in the insurance industry in the Northeast.

Renewed all contracts for several key accounts in the New England.

Sold document management/fulfillment and on-line payment processing services to one of our more strategic accounts, providing for increased recurring revenue and further account penetration of our service offerings.


HERITAGE COMPUTER CORPORATION, Sheboygan, WI 1986-1990 Business Operations Manager 1988-1990

Claims Systems Managers 1986-1987

THE HARTFORD INSURANCE GROUP, Hartford, CT 1984-1986 Project Leader – Personal Lines Property

THE TRAVELERS INSURANCE COMPANY, Hartford, CT 1982-1984 Programmer Analyst – Commercial Lines Loss Accounting Education

Work towards a Bachelors Degree in Business Administration, Central CT State University, New Britain, CT Certification in Programming & Analysis, Computer Processing Institute, East Hartford, CT Professional Licenses

State of New Hampshire Life & Health Insurance License Training & Skills

Microsoft Office Suite

Project Management Workshops

The Dale Carnegie Course

Dale Carnegie Client Service Communication Skills

Dale Carnegie Management Skills

Miller-Heimann Consultative & Strategic Selling

Miller-Heimann Face-to-Face Selling Skills

Excellence in Customer Service

Target Account Selling training






Coached various youth athletics for 12 years

Former Scout leader

Philanthropic Activities

Member of the Londonderry Sons of American Legion Club since 2005 Member of the Londonderry Lions Club since 2000

Served two terms as 1st VP for Londonderry Lions Club Served two terms as President for Londonderry Lions Club Served as Club Secretary

Board of Directors member for past ten years

Contact this candidate