Manager Sales

ALICE PRYOR

FORWARD-THINKING

CUSTOMER SUCCESS MANAGER

*****.*****@*****.*** 404-***-****

St. Louis Park, MN

CUSTOMER SUCCESS MANAGER

CUSTOMER ENGAGEMENT RELATIONSHIP MANAGEMENT TEAM LEADERSHIP Values-driven Customer Success Manager, providing relationship management, directional leadership and strategic planning to achieve transformational goals. A passion-driven, highly influential Client Experience executive with the ability to transform programs, direct strategies, and improve client relationships. Leveraged compelling leadership style, combined with a strong understanding of program management, risk management, and best practices to empower high-performance teams to decipher clients’ needs, create innovative plans and achieve organizational goals. Identified advanced, data-driven approaches to B2B & B2C sales, strategic account management, and client relations, communicating initiatives with clients, executives, boards and stakeholders. Recognized as an expert in client service, cultivating client relations with outstanding relationship management. AREAS OF EMPHASIS

Customer Engagement

Relationship Management

Public Speaking

Long Range Planning

Strategic Planning

Project Management

Change Management

Project & Program Leadership

Leadership Development

Internal Stakeholder Management

Process Improvement

Business Development

PROFESSIONAL EXPERIENCE

HID GLOBAL 2017 – 2020

A global manufacturer of secure identity solutions with over 2,200 employees worldwide, supporting more than 100 countries. Program Manager

Cultivated valuable client relationships, directing priorities for program management while leveraging project management, sales understanding, and marketing knowledge to enhance brand and drive growth. Managed cross-functional teams and business process representatives from multiple companies, resolving issues and providing resources to meet project deadlines. Analyzed and documented business processes, identifying and implementing opportunities for continuous improvement.

Managed projects totaling more than $3M in sales, delivering on-time and on-budget by implementing a holistic approach to project management in conjunction with clients and internal stakeholders.

Led the ‘go-live’ implementation and final execution of 25-30 projects within a 6 month timeline, providing clear objectives, applying best practices, and gaining clients trust to seamlessly execute project objectives.

Authored and implemented a communications plan to support relations with primary stakeholders, providing direction to the sales team to promote continued growth.

Hosted information sessions with C-level executives and stakeholders, providing optimal information management.

Sought out as premier Project Manager 2018 and 2019, closing more than 90% of the projects assigned, after being assigned 10% more than any other Project Manager.

Total projects in 2018 and 2019 represented 50% of departmental revenue.

Served as ‘go-to’ for all project and program support questions and escalated issues, employing superior relationship management and cross-functional communications to meet project objectives while increasing client satisfaction. FISERV 2015 – 2017

A global leader in information management and electronic commerce systems, with $5.1B in revenue, servicing 13,000 clients worldwide. Project Manager

Directed the premier, multimillion dollar corporate conversion campaign, optimizing the project intake process for improved departmental efficiency and enhanced customer experience. Facilitated and nurtured partnerships with Business Process Owners, translating business needs into documented business requirements for programs and initiatives, resolving complex project issues. Functioned as Project Manager, directing comprehensive projects from conception to completion, creating project plans, managing resources, and guaranteeing deliverables. ALICE PRYOR

FORWARD-THINKING

CUSTOMER EXPERIENCE MANAGER Page 2

PROFESSIONAL EXPERIENCE CONTINUED

Led the implementation of significant conversion project worth $40M in revenue, spanning 3,500 financial institutions, by providing outstanding cross-functional leadership across groups.

Completed 700+ projects in 2 years, totaling $8M in revenue with the proven ability to unite teams to achieve goals.

Promoted to Client Success Manager to specifically manage escalated clients, consulting with executive teams to remove obstacles, mitigate risk, and ensure the client has an improved customer experience and is retained.

Served as change agent across complex organizations, collaborating with process owners to improve productivity.

Facilitated meetings with C-level corporate clients and internal executives, improving communication and experience.

Worked as a product evangelist and brand expert, resolving conflicts, communicating benefits, and encouraging sales.

Negotiated contracts and amendments to master contracts, engaging department divisions for optimal terms.

Recognized as a subject matter expert for management focus groups, developing best practices for project success. U.S. BANK- WEALTH MANAGEMENT & SECURITY TECHNOLOGY SERVICES 2011 – 2015 The 5th largest bank in the U.S. with $400B+ in assets, 3000 branches, 5,000 ATM’s and 65,000+ employees. Head of Staff Operations for SVP - Business Information Officer Provided guidance, enrichment, and performance management in the creation of a high-performing leadership team. Established a proactive approach for project management practices, developing communication plans encompassing department branding, and collaboration tools, as well as key executive dashboards for operational efficiency, cost analysis, risk identification, and time estimation.

Delivered technology to support the Wealth Management and Securities Services business lines with $120B+ in assets under management and $5T in assets under administration.

Managed operational efficiencies and supported Wealth Technology Division of 200+ staff.

Designed and developed executive presentations to promote brand awareness.

Served as 2014 United Way Campaign Champion, exceeding goal by 20%, the 2nd highest individual fundraising event. NEXT MARKETING 2010

Head of Staff Operations & Marketing Associate

Conceptualized and built the Human Resources manual, providing guidance for proper onboarding and training of new employees. Supported the associate staff conducting nation wide mobile marketing campaigns.

Managed external relationships focusing on channel development to increase recognition and revenue. ADDITIONAL EXPERIENCE:

TG AUTOS – Organizational Process Consultant 2009

Metro Brokers/GMAC Real Estate – Career Development Marketing Manager 2006 – 2008

The Mallard Group – Marketing Director 2004 – 2005 EDUCATION

Bachelor of Arts – Economics

University of Wisconsin – Madison, 1993

CERTIFICATIONS + AFFILIATIONS

Certified Business Relationship Management Professional, BRMP®, 2017 Certified Salesforce Administrator, 2015

Certified Lean Six Sigma, 2015

Certified Project Management Professional, PMP®, 2012 Project Management Certificate, University of Minnesota, 2011 Real Estate Salesperson’s License in Georgia, 2005 – 2013 TECHNOLOGY

Microsoft Office 365 Salesforce CRM Budget Reconciliation Programs

Microsoft Project Content Management Applications HR Manager Online

Corporate Reporting Systems Internet/ Intranet Issues Tracking Programs

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