GEORGIA NICOLAIDES, MBA adist4@r.postjobfree.com 703-***-**** www.linkedin.com/in/gnicolai

Customer Success Manager – People/Platform/Process Management EXECUTIVE SUMMARY

10+ years of direct, front-line experience with C-level + senior executives, and their respective operations and IT departments within a business consultative role to ensure client success

Ability to solve complex issues in real time to preserve mission critical processes

Effectively qualify opportunities to ensure greatest return on time and resource investment across accounts and product offerings

Strong interpersonal and communication skills

Member of the Management Incentive Program (MIP)

Thrive in fast-paced environment

Passionate about client experience

Demonstrated strong attention to detail for multiple projects, across multiple geographic locations

Quick learn on new concepts – keen to pick up and master new material – eager to expand knowledge

EXPERIENCE

Vignet, Inc/Vibrent Health Inc., Fairfax, VA May 2019 – June 2020 SaaS start-up powering next generation use of precision medicine data where wearables sensors, data science, machine learning, artificial intelligence (AI), and analytics pave the way for actionable insights that reimagine health in new ways. Customer Success Manager for AoURP; Core Team, Account Manager

Managed partner health systems relationships – from onboarding to adoption within the All of Us Research Program at NIH. Served as main operational contact for the mission-driven award of the Precision Medicine Initiative program (AoURP) and company.

Grew AoURP user adoption by 43% -- enterprise research platform, six products.

Coordinated Beta Testing Community and User Study sessions for health care system partners – conducted pilot programs for upcoming feature releases. Provided feedback and enhancement requests for future roadmap.

Developed internal CRM (Salesforce) design for the Product/Executive management teams; provided reporting on analytics.

New Business team, Account Manager for new business implementation team – created SLAs and SOPs for client management.

Supervised Customer Success Analyst, as a direct report to the Customer Success Manager.

New Hire Orientation – member of panel of managers to share the Company vision and provide insight into Customer Success team.

Binary Fountain, McLean, VA April 2016 – December 2017 SaaS start-up for feedback management solutions platform designed specifically for healthcare in a single cloud-based platform. Partner Liaison – Account Manager

Served as the primary point of contact for the Client Team managing the new Press Ganey partnership; pre- and post-onboarding, conference/event representative, liaison with partner for all integral processes within sales and client services.

Collaborated with cross-functional teams (Product, Engineering, Legal, Business Development Teams) to craft custom solutions to achieve partnership objectives for white-labeled product to pilot and new client implementations.

Worked directly with executive management for large and medium-sized healthcare systems – CXO, CISO, CMO, CTO and executive boards to deliver on proving the platform value down to all levels of management and user groups – via onsite meetings and presentations, trainings, detailed custom reporting and proactive account management throughout all implementation phases and final deployment, as well as with ongoing support. Upsell of new features and products for healthcare clients.

Built out new Managed Services team to support partnership accounts and building of revenue generating operations – job description, recruitment, and interview.

Created new Google Analytics/SEO Consultant Position – as part of company offering, brought on new Analytics consultant for best practices product offering – job description, recruitment, and interview.

Owned all aspects of the customer relationship after onboarding including client goal setting, trainings, support, quarterly business reviews and renewals. Worked with partners for location marketing relationships to liaise with new client set-up.

Analyzed user metrics and proactively reached out to clients to strengthen engagement and adoption for enterprise goals.

Worked closely with Engineering team (JIRA) to ensure client objectives and expectations were met in a timely manner and to continually optimize completion timelines with technical support. Conducted weekly review meetings on production schedule updates to work with client/partner Business Analysts.

Served as a trusted advisor to clients on best practices and how to use product offerings to address their patient experience and/or marketing challenges. Gathered client wish list requirements for future product roadmap consideration.

Identified and implemented process improvements to continuously advance body of work. Internal and External -- Created User Guides and implemented new processes for new hires. Neustar, McLean, VA December 2014 – December 2015

Provider of real-time data decision insights, specifically in marketing, IT/security, and networking & operations departments. Senior Account Manager – Strategic Accounts, Security Services

Strategic team client relationship owner for internet infrastructure and security products within a named set of strategic clients, delivering both proactive and reactive customer service, and managing all elements of the client relationship.

Worked with heads of procurement, CISO, CIO, COO and network operations management to secure account renewal and growth strategies for strategic corporate and government accounts.

Maintained client revenue of $23M, collaborating with various internal departments to resolve client issues and blockers, and overseeing overall client satisfaction for global account base coverage.

Identified new opportunities within Strategic account base and monitored client usage to strengthen and grow accounts.

Contract management for all renewals, upgrades and downgrades – responsible for all new contracts within Strategic group. The Wall Cloud, LLC (TWC) Arlington, VA April 2013 – December 2014 Start-up software vendor to the capital markets using automated Artificial Intelligence for investment decisions. Director, Business Development (Co-founder)

Early stage idea-generation and research on the forensic accounting domain, scope and current landscape of offerings.

Pitched to Heads of Technology Transfer, Prime Brokerage executives, VC and subject matter experts in the field of investment analysis to secure funding.

Worked with developers to design prototype network of TWC offerings on financial data analysis using artificial intelligence decision tools. (Xalgo5 offering)

Coordinated meetings based on strong network of contacts within government agencies and financial services providers. Met with experts in the field of financial data analysis, reported to CEO for socializing new ideas into software. Ipreo, Bethesda, MD April 2003 – April 2013

Previously Goldman Sachs company/recently acquired by IHS Markit - provides market intelligence, data, and technology solutions to all participants in the global capital markets.

Senior Account Manager

Relationship Manager for bulge bracket/mid-size/boutique investment banks -- responsible for ongoing client satisfaction as primary contact for all covered global accounts, as well as go-to for select strategic accounts. Responsible for elevating and expanding existing business for data and CRM platform integration into the investment banking groups.

High-touch coverage of account management via daily interaction with C-level and senior executives, users and their IT support for network, trading and research operations. Developed strong and trusted relationships within senior management and user groups through a “make it happen” approach to client management.

Received high recommendations from relevant client groups on participating and in support of client-side initiatives, for work done outside the scope of existing offerings.

Deep industry knowledge of client business – able to assess, document and present solutions to ensure proper planning and timely execution for all product implementations.

Requested by specific new accounts to lead and manage new product rollouts in escalated time-frame.

Collaborated with Product Development and Engineering teams, as well as Sales and Service for resolving client issues, and to coordinate escalation of critical support with 24/7+holidays monitoring on all accounts.

Responsible for client feedback on mobile application requirements and usability, customized event invitations, and registration module add-on -- worked with ProDev to enhance as new products within existing custom event management software.

Created technical specifications and work requirements for new product ideas and custom enhancements.

Extensive travel for client relationships – North America/Europe/Asia-Pacific for meeting with all client offices.

Proactive account management -- Over 8 products; global multi-asset classes from origination to syndication.

Solutions Architect -- Established role of trusted advisor within accounts, serving as business consultant to optimize existing operations while expanding presence of new products via upsells, cross-sells and custom solutions, forging strategic business partnerships. Directly responsible for numerous upsells and referrals based on strong relationships due to successful growth of client accounts.

Designated by Global Head of Products to report on current landscape of corporate access management for new company initiative.

Participated in recruitment and hiring activities including interviewing and onboarding of new hires, as well as associate mentoring. Product Specialist – Implementation –Inside Sales

Designed customer-specific implementation plans and managed the execution of new client implementations and onboarding, migrations and integrations with 3rd party vendors.

Worked with client for discovery to assess current system of legacy systems and operations to create plan for what they wanted to do with their data – and how best to derive that end goal using our platform offerings.

Project managed the demo/pilot programs from initial assessment demo environment to client-specific milestones, through to completion of pilot. Worked directly with client stakeholders and my own internal sales and product teams to help bring in new business through successful pilot programs. Created demo accounts based on client objectives, populated environments and tailored user group-specific workflows with use case scenarios to help achieve the value of platform with the client’s needs. Provided concurrent training and project management to both external and internal management throughout pilot duration, through to presenting results of the program.

Collaborated with Sales as the product specialist to demonstrate new products to prospective clients and provide best practices in support of upsells and integrations. Contributed to rapid sales growth of new offerings.

Key Account Management for top-tier accounts – Maintained close coverage of Enterprise platform client relationships while meeting and exceeding new business goals for team.

Deep industry knowledge on business operations of clients to effectively leverage customized solutions to win new business.

Identified key success factors for retention and growth of new client business and designed 3 and 6-month assessment reports for the monitoring of account health post set-up and to forecast strength for organic growth. Adopted by all project manager teams.

Prospected on a continual basis to identify, qualify, and help close high quality net new business within existing key accounts.

Sales Negotiations Training – Company training with The Negotiations Institute onsite in KKR offices in New York, NY Hedge Fund Research Analyst

Hired after business school to expand data set on hedge funds and managers – began as the sole person responsible for gathering qualitative data on US/EU hedge funds and portfolio managers/analysts as well as their fund investments profile into the main database for bigdough.com product. After 8 months building out the new data, this was later delegated to a new internal dedicated hedge fund research team.

CAPCO – The Capital Markets Company, London, England January 2002 – August 2002 Global business and technology consultancy dedicated solely to the financial services industry. Research Associate - MBA Internship

Conducted research and analysis on the European cross-border exchange landscape and the trending changes in exchange consolidation, as well as the impacts on clearing and settlements. Documented current state of the then-growing electronic communication networks (ECNs). Submitted thesis as a report to be included in CAPCO’s Knowledge Institute, used by CAPCO consultants worldwide.

EDUCATION

M.B.A., Concentration in Finance; Richmond Business School Richmond, The American International University in London, London England B.A., School of Public Affairs

American University, Washington, D.C.

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