Georgia Nicolaides - Senior Account Manager Resume
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Resume:
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Account and Relationship Management – Product Specialist – Project Management
EXECUTIVE SUMMARY
? + 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
Binary Fountain, McLean, VA April – December
Feedback management solutions platform designed specifically for healthcare in a single cloud-based platform. www.binaryfountain.com
Account Manager – Partner Liaison
? Serve as the primary point of contact for the Client team managing the Press Ganey partnership; Pre- and post-onboarding, conference/event representative, partner liaison with new partner for all integral processes with sales and client services.
? Build out Managed Services team to support partnership accounts – job description, recruitment, interview
? Create new Google Analytics/SEO Consultant Position – as part of company offering, bringing on new Analytics consultant for best practices product offering – job description, recruitment, interview
? Own all aspects of the customer relationship after onboarding including client goal setting, trainings, support, quarterly business reviews and renewals. Work with partners for location marketing relationships to liaise with new client set-up.
? Upsell new features and products for healthcare clients.
? Analyze utilization metrics and proactively reach out to clients to strengthen engagement.
? Work with Engineering team (JIRA) to ensure client objectives and expectations are met in a timely manner with technical support. Conduct weekly reviews on production schedule updates to work with client/partner Business Analysts.
? Serve as a trusted advisor to clients so that they seek out your advice about best practices and how to use our offerings to address their patient experience and/or marketing challenges.
? Identify and implement process improvements to continuously advance our work. Internal and External -- Created User Guides and implemented new processes for new hires.
Neustar, McLean, VA December – November
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.
? Maintained client revenue of $M, collaborating with various internal departments to resolve client issues, 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.
Real Magnet, Bethesda, MD February - December
Leading Email Service Provider (ESP) and multi-channel social media management and analytics application.
Strategic Account Manager
? Management of existing Platinum, Tier and Tier accounts to optimize growth and user adoption while working with various business groups to promote Real Magnet’s rollout of new modules: New Content Editor and Marketing Automation.
? Develop client relationships through consultative management of key accounts – using account reviews, user metrics, analytics, and following respective client campaigns in the context of Real Magnet product workstream.
? Work with developers and integrations teams to identify baseline implementation and training models for internal and client-facing operating procedures.
The Wall Cloud, LLC, (TWC) Arlington, VA April – February
Start-up software vendor to the capital markets using automated Artificial Intelligence for investment decisions.
Director, Business Development
? Early stage idea generation and research on the forensic accounting domain, scope and current landscape of offerings.
? Work with developers to design prototype network of TWC offerings on financial data analysis using artificial intelligence decision tools. (Xalgo offering)
? Coordinate meetings based on strong network of contacts within government agencies and financial services providers. Meet with experts in the field of financial data analysis, report to management team for socializing new ideas into software.
Ipreo, Bethesda, MD April – April
A Goldman Sachs company - provides market intelligence, data, and technology solutions to all participants in the global capital markets.
Senior Account Manager
? Relationship Manager – responsible for ongoing client satisfaction as primary contact for all covered accounts, as well as go-to for select accounts. Responsible for elevating and expanding existing business.
? 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.
? 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.
? Collaborate with Product Development and Engineering teams, as well as Sales and Service for resolving client issues, and to coordinate escalation of critical support with /+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.
? Create 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 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 – Inside Sales
? 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.
? Designed implementation plans and managed the execution of new client implementations, migrations and integrations with rd party vendors.
? 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 and -month assessment reports for the monitoring of account health post set-up and forecast strength for organic growth. Adopted now by all project managers in our Product 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 (Visual Basic) for bigdough.com product. After months building out the new data, this was later delegated to an internal dedicated hedge fund research team.
CAPCO – The Capital Markets Company , London, England January – August
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., Justice (); School of Public Affairs
The American University, Washington, D.C.
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