Client Services Director
Resume:
CAROLINE ROBERTS
*********@*****.***
Client Services Management | Delivery Liaison Leadership
New Logo Attainment | Major Account Development
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CAREER PROFILE
Client services executive with 15+ years experience in technology professional services companies.
Extensive experience in business development, strategic account planning, engagement management and program administration in corporate & consultancy roles.
Proven team leadership abilities, placing strong emphasis on business integrity, service excellence, and stakeholder satisfaction.
PROFESSIONAL EXPERIENCE
SmarTek21, Kirkland, WA
Sr. Director, Client Services
Jan 2009 – Sept 2010
Managed, directed and improved service delivery and strategic account programs for enterprise clients including Expedia, T-Mobile, Microsoft,. ATT, MSNBC, Intellectual Ventures…
Conducted customer satisfaction bench-marking analyses; established and rolled out customer support initiatives that increased usage of the services being rendered.
Chief liaison between sales, delivery, and executive teams; managed sourcing and recruitment for all consulting roles placed into projects.
Developed protocols and procedures to ensure smooth engagement launches.
Developed highly productive executive interface with the sales team to effectively assist in selling services.
Established and launched industry leading recruitment best practices and methodologies
Primary customer liaison for change management and consultant personnel related requirements; provided delivery engagement oversight for high profile projects.
Create and manage strategic account project plans; identifying new business opportunities.
Developed support, training, and technical advisement “after-care” programs to aid customers in attaining full utilization of the services being delivered. Structured quarterly thought leadership meetings between customer executives and senior company executives.
Maintain technical and business knowledge of outsourcing directions and trends, monitor competition.
Developed internal Knowledge Management portal to aid in disseminating information on best practices and background information related to the development and deployment of specific customer solutions.
Clearwater Technology Services Inc Bellevue WA
V.P, Client Services
Mar 2003 - Dec 2008
(Brought aboard as an FTE VP for this emergent technology solutions firm after performing contract engagement work).
Rolled out delivery operations and engagement processes and procedures including: risk mitigation, governance and compliance reviews. Created process for sales hand-off to delivery. Led adoption of delivery operations best practices.
Provided supervision to delivery team leads, with focus on managing client expectations related to resources and delivery challenges.
Aided in utilization management of consultant personnel; responsible for project cost containment and managing to budget engagement parameters.
Facilitate development of project plans and schedules to achieve engagement goals.
Supervised recruitment and on-boarding for consulting personnel per project requirements.
Provide roll-up reporting on utilization rates, resource burn rates and resource requirement forecasts to support monthly, quarterly and annual budgetary planning.
Project management duties including defining client deliverables, effectively communicating with CXO level clients, management project status reporting and managing project budgets.
Contribute to the development of sales strategies and proposals that aligned with company value proposition, and profitability objectives.
Hired and trained high-performance teams, achieving adoption of “delivery excellence” mind-set.
M&A Integration Consultant (via Clearwater Technology Services)
Client: Oracle Feb 2004 – Oct 2004
Primary charter was alignment of professional services teams, subsequent to a national re-organization and in preparation for PeopleSoft acquisition.
Leveraged business and organizational knowledge to roll-out new organizational structures and right size teams.
Perform gap analysis to determine resource needs.
Developed personnel resource recommendations, timelines, and road-maps aligned with integration initiative; defined success criteria and determined relevant metrics.
Made recommendations for prioritized resource needs across multiple services lines.
Major participation in planning for PeopleSoft personnel integration, retention and terminations.
Management Consultant, (via Clearwater Technology Services)
Worked with a variety of Pac-West client organizations Mar 2003 – Feb 2004
Work charter typically revolved around the creation of scalable sales organizations. This included adoption of sales operations processes & revenue recognition policies, CRM decision support, and organizational restructuring projects.
Computer Associates, Inc., Kirkland WA + Islandia NY
Sept 2001 - Feb 2003
Sr. Client Partner: U.S. Strategic Accounts
Responsible for turn-around of major Fortune 500 challenged accounts that were in the process of removing install base of CA software from client infrastructure.
Managed strategic planning and deployment of complex turn-around initiatives. Focus was on re-negotiation of software maintenance fees in order to retain longstanding customers.
Analyzed reasons for client dissatisfaction and disseminated this information to senior executives.
Identified specific CA business practices and attitudes that were causing client escalations.
Developed and rolled out specific recommendations to repair client relationship, while factoring ROI, cost structures, and other intangibles that were necessary to win back client allegiance.
Provided leadership to internal teams: planned, organized, and coordinated synchronized client turn-around tasks effectively.
Led aggregated ‘turn-around’ teams to define and deploy strategies and tactics in order to achieve the compromises necessary for each specific client initiative.
MKS Consulting, Seattle WA
May 1995- July 2001
Practice Administrator / Engagement Director
MKS provided technology integration, software development, and advisement service to Global 1000 organizations
Defined key business and hiring drivers (i.e. talent pool assessments, internal resource gaps, hiring competition,) and developed plan with recruiting scenarios to aid in achieving short and longer-term corporate growth goals.
Prioritized project portfolio requirements to ensure projects were staffed to deliver in timely cost efficient manner.
Supervised major recruitment efforts to achieve hiring of technical, delivery and support staff necessary to attainment of major growth (zero to $60+M/annum in four years).
Spearheaded strategic account planning to aid in winning high value projects that involved multiple teams.
EDUCATION & CERTIFICATIONS
Ph.D., Organizational Psychology, U.S.C.
M.B.A., Marketing, U.W.
Master of Social Science, U.W.
B.A., Sociology, Seattle University
Project Management Certification
Knowledge Management Certification
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