Client Success Manager

Carl Schwiederek

CLIENT SUCCESS MANAGER IMPLEMENTATION MANGER BUSINESS OPERATIONS STRATEGIST

Old Tappan, NJ ***********.****@*****.*** 201-***-**** www.linkedin.com/in/carl-schwiederek-9277aa8/ PROFESSIONAL SUMMARY

Client Success Manager and Business Operations Leader with a demonstrated history of driving client engagement, optimizing operational performance, and delivering transformative solutions for global Fortune 500 companies. Proven expertise in identifying process inefficiencies and implementing technology-driven strategies that elevate customer satisfaction, streamline workflows, and enhance business outcomes. Skilled in cultivating and maintaining high-value client relationships, ensuring seamless alignment between customer needs and organizational deliverables. Adept at leading cross-functional teams, managing SLAs, and executing strategic initiatives that drive revenue growth, operational excellence, and continuous process improvement. A results-oriented leader with a strong track record of leveraging data-driven insights to achieve measurable improvements in client success and business performance.

AREAS OF EXPERTISE

Client Success & Retention

Management

Strategic Client Relationship

Development

Business Process Optimization &

Efficiency

Project & Program Leadership Team Leadership, Training & Development

Cross-functional Team Collaboration

Technical Coordination & Solution

Implementation

Requirements Gathering &

Documentation

Risk Mitigation & Management

CAREER HIGHLIGHTS

Revenue Growth: Drove a 15x increase in monthly transaction volume for a targeted account, resulting in a 370% growth in recurring monthly revenue through strategic account management. Client Transformation: Successfully resolved a 300+ ticket backlog in 6 months for an account with a negative perception, transitioning it from crisis mode to a proactive, process improvement-driven model, leading to a significant increase in client satisfaction and trust.

Large Scale Migration: Led a cross-functional team of 20 associates in a 7-month migration project at PartnerLinQ Inc., managing 740 trading partners and over 2,500 maps across 42 releases, ensuring the timely completion of milestones and client satisfaction. PROFESSIONAL EXPERIENCE

Client Success Manager, PartnerLinQ (Visionet Systems), Cranbury, NJ October 2022 – Present Proven ability to foster and nurture high-impact client relationships by proactively identifying customer needs and delivering tailored solutions. Expert in resolving complex technical challenges, aligning projects with client goals, and driving continuous engagement to maximize customer satisfaction and retention. Skilled in managing the full client lifecycle—from onboarding to renewals—while ensuring strict SLA compliance and leveraging performance metrics to identify growth opportunities and mitigate risks. Adept at collaborating cross-functionally to streamline service delivery, optimize operational efficiency, and consistently exceed client expectations in fast-paced, results-oriented environments.

Led seamless onboarding and product integration for new partners, ensuring a smooth transition while rigorously monitoring SLA compliance and leveraging performance metrics to deliver outstanding service quality and drive long-term client success.

Directed cross-functional teams to resolve technical issues, optimize service delivery, and exceed client expectations, ensuring SLA compliance and continuous improvement.

Developed and maintained strong client relationships as the primary point of contact, enhancing customer satisfaction and retention.

Managed contract renewals, identified new revenue opportunities, and led weekly status reviews to proactively mitigate risks and drive commercial success.

Client Delivery Lead, PartnerLinQ (Visionet Systems) Cranbury, NJ September 2020 – October 2022 Proven track record of successfully leading large-scale migration projects and guiding cross-functional teams to deliver impactful, on- time outcomes. Expertise in client communication and stakeholder management, ensuring alignment of project goals with business objectives while proactively mitigating risks. Adept at driving project milestones through strategic planning, status reporting, and performance monitoring. Strong background in business analysis, collaborating with cross-departmental teams to capture detailed client requirements and translate them into actionable implementation strategies that optimize efficiency

Spearheaded cross-functional technical initiatives to align complex system designs with client specifications, delivering tailored solutions and developing comprehensive user documentation to ensure seamless system adoption and user proficiency.

Directed a high-performing team of 20 associates in executing a complex 7-month migration to PartnerLinQ, successfully managing 740 trading partners and over 2,500 data maps across 42 coordinated releases, meeting all deadlines and quality benchmarks.

Led proactive client engagement through weekly status calls, swiftly identifying and mitigating risks, while driving the timely achievement of critical project milestones and maintaining stakeholder confidence.

Oversaw comprehensive project financials, managing budgets, processing accruals, and executing client billing with precision to ensure financial integrity, accountability, and alignment with organizational goals throughout the project lifecycle. Senior Business Analyst, Tapestry, North Bergen, NJ March 2007 – September 2020 Strategic and results-oriented Senior Business Analyst with a proven track record of leading complex, global projects and delivering innovative system implementations for top-tier brands, including Coach, Stuart Weitzman, and Kate Spade. Demonstrated expertise in Agile project management methodologies, driving the successful deployment of IBM OMS Call Center, IBM Sterling Business Center, and IBM Store Order Module across diverse international markets. Adept at stakeholder engagement and cross-functional collaboration, aligning business objectives with technology solutions to maximize operational efficiency and business outcomes. Recognized for exceptional skills in requirements gathering, process optimization, and end-to-end project execution, consistently delivering on-time, within scope, and under budget. Committed to continuous improvement, global coordination, and empowering teams through effective training and knowledge sharing to ensure sustainable system performance and long-term success.

Led comprehensive discovery sessions for the successful implementation of IBM OMS, Sterling Business Center, and Store Order Module, delivering tailored solutions for high-profile clients including Coach, Stuart Weitzman, and Coach US.

Led stakeholder engagement with impactful presentations and live demos, ensuring seamless alignment between business objectives and technical development teams to maximize system efficiency and project success.

Acted as the Subject Matter Expert (SME) for Kate Spade’s Micros Locate implementation, directly contributing to $400M in revenue growth by enabling seamless omni-channel order processing across all retail locations.

Managed Agile biweekly sprints, spearheaded documentation efforts, and customized systems to meet evolving business needs, while coordinating global teams to streamline processes, deliver effective training, and ensure the flawless execution of system implementations.

EDUCATION

Bergen Community College, Paramus, NJ

Bergen County Vocational Technical High School, Hackensack, NJ TECHNICAL PROFICIENCIES

IMB OMS Suite (COM, SOM, and Business Center), SAP S4 Hanna, Micros Locate, Tririga, Vertex, JD Edwards One World XE

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