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Karen Girier

Customer Relationship/Success Manager

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  • LevelSenior
  • LocationLondon, United Kingdom
  • AvailabilityLocked Pro Plan feature
  • ProfessionsClient Relationship Manager - Client Program Manager

About me

With over 10 years of experience within the IT environment, I am an enthusiastic tri-lingual Programme/Customer Success Manager specialised in sales, operations and customer service. I manage multiple, complex, high profile projects with budgets in excess of £500,000 p.a. I have strong customer relationship management skills and a passionate desire to excel against demanding customer expectations. I adapt to rapidly changing project needs. Having lived in 4 countries, I am able to communicate effectively with people from all backgrounds and elicit cooperation from a wide variety of sources, including senior management and other departments.

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Skills

  • Project Management
  • Customer Management
  • Sales
  • Operations
  • 2+ Languages
  • Process Improvement
  • Client Presentations
  • Adaptability
  • Analysis Reporting
  • Energetic

Work history

Currently

Client Engagement Manager

LifeWorks

Jan 2017
  • London, United Kingdom
  • Freelance
  • Managed the executive relationship and partnership of Lifeworks/Unum' clients within the Customer Success Team. Assigned to the Unum Partnership account – £2,000,000 budget/year. ν Built trusted advisor relationships to drive higher employee engagement and an overall better of wellness with the LifeWorks solution as well as supporting the overall relationship of key partners on the embedded and client enhanced EAP service. ν Looked for up sell opportunities within the Partner Client base to pass onto Sales. ν Solicited client feedback in order to drive product and operational improvements to enhance the overall Customer Experience. ν Conducted ongoing business reviews that measured client success and built plans to achieve client success including: upcoming product roadmap presentation, strategy sessions and solution optimisation, establishing recurring targets and monitoring performance via client usage reports. ν Drove continued engagement of the solution by providing innovative communications programs focused on user uptake and persistency.

2016

Client Program Manager

Cerner Corporation

May 2008 - Dec 2016
  • London, United Kingdom
  • Full Time
  • ♣ Managed Cerner client training Programme internationally; across both 'NHS National Programme' contract clients and non-programme NHS Trusts. Multiple, complex, high profile projects with budgets in excess of £500,000 p.a. ♣ Received two Cerner Client Care All Star Awards in May and June 2016 for dedication and passion for outstanding client service. ♣ Doubled the revenue from the previous 6 months, from £150,000 to £300,000, with only half of the team resources. ♣ Full project lifecycle management including project and resource planning, risks management, progress monitoring, reporting, quality control and project financial performance. ♣ Worked cross-functionally with the finance operations team and our Client Results Executives (CREs) for in depth understanding of contractual terms. ♣ Monitored and drive order sales cycle from forecast to delivery to ensure customer requirements are fulfilled. ♣ Managed all interactions with clients to maximise client satisfaction. ♣ Managed an average of 75 client-training requests per months, up to 15 client-training implementations at a time, for UK and European clients such as France, Portugal and Spain. ♣ Processed and tracked Sale Orders. ♣ Collaborated with finance and UK Learning Services leadership to ensure an accurate and effective reporting and billing process. ♣ Identified and recruited 15+ instructors form the rest of the organization, between November 2015 and June 2016, to deliver essential training to our clients to support them prior to going live. ♣ Active member of the Course Evaluation team who meet monthly to review feedback on all courses and take action to correct any concerns/issues raised. ♣ Continuously improved processes via LEAN methodology to increase customer satisfaction and business efficiency: Had 45 processes centralised on our Wiki/SharePoint, which resulted in significant time savings pre-audit. Streamlined training requests order process by having clients place automated orders directly via UK Learning Services instead of our BT partner, which significantly increased customers’ satisfaction and business efficiency. Developed a process for tracking client training sold, ensuring all courses are covered commercially and recorded appropriately.

Education

2002

BSc Multimedia

London Guildhall University

Sep 1999 - Jun 2002
  • London, United Kingdom
  • Core units covered areas such as application design and development, authoring for on-line and stand-alone applications, program design and implementation, user interface design and commercial aspects of multimedia.