Deanna Dyer
Denver
Summary
Results-driven Client Success Manager successful at enhancing customer loyalty with forward-thinking and attentive strategies. Competent in providing customers with exceptional experiences which drive retention. Eager to offer many years of related experience and pursue dynamic, growth-oriented position.
Overview
15
15
years of professional experience
Work History
Client Success Manager
Voya Financial
New York
05.2023 - Current
- Facilitated communication between clients and internal teams for issue resolution.
- Analyzed client feedback to refine service offerings and support strategies.
- Proposed or approved modifications to project plans.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Conducted regular check-ins with customers to assess their progress.
- Advised management on changes needed in order to improve overall client satisfaction levels.
- Aligned with teams in other departments to create offering meeting needs of lucrative clients.
Client Success Manager
Flywire
Boston
03.2021 - 03.2023
- Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
- Planned, articulated and executed client development strategies.
- Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
- Collaborated with sales and product teams to address customer success objectives.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
Implementation Manager
Flywire
Boston
10.2019 - 03.2021
- Supported business continuity and disaster recovery.
- Collaborated with team to cultivate resources and reference material for technical installation, troubleshooting and maintenance.
- Installed, maintained, upgraded and patched storage systems.
- Simplified application and resource provisioning.
- Directed large-scale development and implementation of Hospitals and Payment solutions to meet business needs and build client loyalty.
- Maintained open communication by presenting regular updates on project status to customers.
- Met project deadlines without sacrificing build quality.
- Provided detailed project status updates to stakeholders and executive management.
- Planned, designed, and scheduled phases for large projects.
- Developed and implemented project plans to ensure successful execution.
Implementation Specialist II
Change Healthcare
Nashville
08.2016 - 10.2019
- Tested new software and hardware prior to deployment.
- Configured hardware, devices, and software to set up work stations for employees.
- Identified discrepancies to devise and initiate cost-effective solutions.
- Configured, installed and handled troubleshooting tasks for variety of different applications.
- Collected client specifications and requirements.
- Implemented training initiatives by incorporating industry trends and collaborating with senior leaders.
- Sourced, vetted and managed vendors needed to accomplish project goals.
- Maintained open communication by presenting regular updates on project status to customers.
- Planned, designed, and scheduled phases for large projects.
- Developed and implemented project plans to ensure successful execution.
- Identified plans and resources required to meet project goals and objectives.
Deposit Team Lead
MMP Medical Management Professionals
Clarksville
09.2010 - 12.2015
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Prepared financial statements to provide results of operations, financial position and cash flow.
- Audited and corrected billing and posting documents for accuracy.
- Handled account payments and provided information regarding outstanding balances.
- Utilized various software programs to process customer payments.
- Reconciled accounts receivable to general ledger.
- Created improved filing system to maintain secure client data.
- Generated monthly billing and posting reports for management review.
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
Education
Associate of Business Administration - Business
Axia / University of Phoenix
Phoenix, AZNo Degree - Education/Business
University of Texas At El Paso
El Paso, TexasSkills
- Client Education
- Experience in Healthcare
- Quality Control Standards
- Customer Implementation
- Strategy Implementation
- Implementation Management
- Production Work
- Verbal and Written Communication
- Quality Deliverables
- Strategy and Execution
- Ability to Multitask
- Customer Service
- Client management
- Customer success strategy
- Client relationship management
- Time management
- Client service optimization
Timeline
Client Success Manager
Voya Financial
05.2023 - Current
Client Success Manager
Flywire
03.2021 - 03.2023
Implementation Manager
Flywire
10.2019 - 03.2021
Implementation Specialist II
Change Healthcare
08.2016 - 10.2019
Deposit Team Lead
MMP Medical Management Professionals
09.2010 - 12.2015
Associate of Business Administration - Business
Axia / University of Phoenix
No Degree - Education/Business
University of Texas At El Paso