Account Delivery Manager

Led negotiations for territory's first large scale services contract resulting in a $1.5 million in services revenue, the account has increased to $5 million per year.

Enforced a 100% elimination of unauthorized access incidents through the successful implementation of IAM and RBAC controls.

Optimized the efficiency of the innovation identification process, realizing a 30% increase, and streamlined operations by reducing 3 full-time equivalent positions.

Quantified the ROI for innovation projects, achieving a 15% return on investment.

Elevated client satisfaction scores through innovative contributions, realizing a 30% increase in overall satisfaction.

Transformed 80% of IT outcomes into tangible business benefits for clients, driving measurable value and impact.

Achieved a 30% increase in the conversion rate of identified opportunities into actual business engagements.

Discovered approximately 5 new business development opportunities during client forums, actively contributing to the growth in billing.

Generated a 30% increase in opportunities, pro-actively contributing to the growth of the pipeline.

Implemented automation tools resulting in a 70% improvement in the efficiency of reconciliation processes.

Enhanced Cost-Per-Productivity (CPP) by implementing cost-saving initiatives, resulting in a 10% reduction in expenses while maintaining and improving service quality.

Accelerated critical incident resolution by attaining a 30% reduction in average resolution time, and fortified root cause analysis accuracy and depth with an impressive 80% enhancement.

Implemented automation tools leading to a ~20% reduction in manual effort in service status analysis.

Propelled a 20% surge in CXO engagement, outperforming the metrics from the previous evaluation period.

Uncovered 10% more upsell and cross-sell opportunities through a thorough understanding of client needs.

Ensured that labor and technology costs align with the Plan of Record (POR) with a 100% accuracy rate.

Streamlined technology costs with precision, achieving a 20% reduction in technology-related expenses.

Built and executed a data-driven strategy for an enterprise user segment saving over $100,000 in Customer Experience expenses while improving customer satisfaction.

Delivered a successful value of $300,000 as part of the Delivery Led Growth initiative for a client's technology refresh project.

Assess current or future customer needs and priorities by communicating with customers, conducting surveys, or other methods to improve the Net Promoter Score by 10% YOY