Business Development Client Retention

MICHAEL GATHERUM

*******.**********@*****.*** 801-***-**** https://www.linkedin.com/in/mike-gatherum

Career Summary

Seasoned leader with a strong background in building long standing successful client relationships. Over the course of my career I have excelled at building trust and transparency with clients. I have been responsible for client retention as well as expanding accounts. I have experience in multiple roles from engaged as a client partner as an individual contributor to overall account management responsible for all company delivery functions, including; budgeting, pipeline forecasting, governance, business development and overall client satisfaction. I have been responsible for managing large scale operations and taking accountability for overall success of engagements. I have worked extensively with IT professionals to build custom platforms as well as project management teams to ensure timely delivery of specific requirements. I have successfully led teams across multiple countries to achieve goals and initiatives for clients’ success. I value collaboration across all teams based on mutual respect with a vision focused on teamwork the result has been shared success and job satisfaction.

Qualifications

Leadership

Strategic Planning

Client Relationship Management

Consultative

Sales Management

Six Sigma process improvement

CRM Proficient

Budgeting

Forecasting

Contract Negotiation

Business Development

Communication

Risk Management

Business Analysis

Professional Experience

WNS

Senior Vice President – Client Services 05/2023 – Dec 2024

As a Client-Partner my role was focused on client retention and growth through creating partnerships with primary client decision makers in a consultative manner to create value within market segment.

Portfolio includes 90M in TCV

Yearly Quota of 10% YOY growth to current Revenue as well as 5M ACV new business signing

ACV within Payment Integrity in excess of 15M ACV, Payment integrity focused on Revenue Cycle Management, Utilization Management, ensuring precise and timely payments.

Maintain and grow client portfolio within the Healthcare industry across multiple offering verticals including CX, Clinical and non-clinical review

Create opportunities and drive sales initiatives using strong delivery and creating trusted relationships, as well as responding to RFP activities

Plays an active role in solutions, modeling, contracting, and implementing large scale initiatives

Sales tracking and pipeline management via CRM (Salesforce)

Direct contact with VP+ level leadership within Procurement, Operations and Business.

Conduent

Senior Director - Account Management 11/2020 - 05/2023

Role is focused on client retention and growth through creating partnerships with primary client decision makers

2021 contracts included $74M in signings within; BCBS-FL, Centene, Humana, WebTPA and Carefirst

Maintain and grow client portfolio - current ARR $40M with TCV $120M

Create opportunities and drive sales initiatives through cold-calling and RFP activities

Closed new logo $18M TCV Claims Processing opportunity with Centene; the first outsourcing deal executed by Centene

Closed new capability $2M TCV Appeals & Grievances (direct bid – no RFP) opportunity with Centene

Closed $30M TCV Mailroom / Claims Processing renewal opportunity with an additional $2.5M TCV Mailroom add-on services with Health Equity

Closed $18M TCV Mailroom renewal opportunity with BCBS-FL

Closed new logo $3.5M TCV Mailroom opportunity with WebTPA

Direct contact with VP+ level leadership within Procurement, Operations and Business.

Accenture

SR Manager Accenture Leadership- CMT, H&PS San Jose, CA 06/2017 - 01/2020

P&L/Client relationship full ownership, Consulting with large Silicon Valley clients.

Managing high-tech clients in Silicon Valley, building relationships and providing solutions that create value and solve challenges within market space.

Managing employees in Europe/Asia/South America- performing Content Moderation Services for large technology companies

Working to streamline and ensure processes are efficient as possible and SLA's are met

Sales/Growth Responsibility - Goal 20% growth 2018/19- Increased revenue from $75M to $125M TCV Sales growth primarily within F&A (P2P, O2C, R2R and General Ledger automated enhancements) Providence St Joseph Health- Working with Accenture sales leadership in developing opportunity and customizing capability

Staff Augmentation for functioning within content moderation.

Xerox

AVP; Client Management Leader, Emerging Markets 01/2015 - 05/2017

Responsible for overall success and strategic management across the Emerging Market portfolio within the Xerox Healthcare Payer/Provider Industry

Focusing on alignment and executive governance for all capability offerings provided by Xerox Services across the globe- including Customer Care, Transaction Processing, Care Integration, Print Mail, HRS, Recovery Services

Focus within this role is to grow portfolio and ensure customer satisfaction for over 20 domestic clients with focus over $80M in ARR

Full P&L ownership with 20% Revenue and Op YOY growth

Operational oversight of 2,500 employees located in US, Guatemala, India, and Philippines

Manage Customer Relationships

Routinely meet with customers to ensure that Service Levels are being met

Discuss and negotiate opportunities for new business as well as any operational issues that impact business

Focused primarily CDHP accounts, Regional and National Commercial Payer Health groups and Medicare/Medicaid Managed services

Acquisition of new Logo business.

Xerox

Vice President, Draper Transactions Division (2011-2014) - Draper, Utah 01/2011 - 01/2015

Responsible for Healthcare Division with 30 million in Annual Recurring Revenue- servicing major healthcare providers including: WellPoint, HCSC, Blue Shield of California, AmeriHealth Caritas and Regence BCBS

Responsible for Domestic and International day to day Operations

Global sites include United States (NY, CT, CA, TX, VA, MO, UT, KY) Guatemala (Guatemala City), Philippines (CEBU, Manila), India (Indore, Bangalore, Kochi)

Sites include 1130 employees (750 non-U.S.) 16 direct reports

Internal and external audit ownership

Currently work with external auditors (CROWE) for SSAE16 audit as well as internal auditors to ensure compliance with CISO/SSAE16- description and controls

Manage Customer Relationships

Routinely meet with customers to ensure that Service Levels are being met

Discuss and negotiate opportunities for new business as well as any operational issues that impact business

Work with modeling and accounting teams to build new cost structures for current renewals and new business.

Affiliated Computer Services

SBU Manager, WellPoint (2007 – 2011)- Draper, Utah 01/2007 - 01/2011

Managed 2 large accounts (WellPoint Northeast & Empire)

Responsibilities include managing a Budget with an Annual Recurring Revenue of $8.5M and TCV $34M

Full P&L responsibilities on accounts

Manage 4 separate sites in 3 countries (India, Philippines, and USA) - with 15 direct reports and a total of 337 total employees

Responsible for managing and handling all employee issues including Human Resource issues, payroll, productivity, and quality.

Education/Achievements

The University of Utah; Studied Economics (2010)

Utah Valley State University 01/2007

Associates in Science

Certified Lean Six Sigma Green Belt (ACS) CSSGB

Affiliated Computer Services- Xerox Presidents Club (2008-2009, 2012-2013, 2015-2016)

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