Holly Colson

About Holly Colson

Highly accomplished and decisive Leader of Customer Success with 18+ years of progressive experience with account management, client success, operations, contact centers. Demonstrated success growing client base, increasing revenue, strategic planning, performance measurement and staff development. Results-driven, resourceful problem solver with a successful track record in implementing effective business and client strategies, increasing client retention and scaling of business to drive revenue and EBITDA.• Responsible for over 300 clients with over 200K employee lives resulting in over $20+ million Annual Recurring Revenue• Responsible for the overall client satisfaction and revenue growth• Strong team player with demonstrated prowess in working productively, diplomatically and collaboratively with all levels and demographics of clients• Exceptional training, development and facilitation skills• Strong technological and implementation skills• Excellent communication and client service-related skills• Creative thinker; catalyst to enable change to drive profitability and workforce changes• Proven ability to establish priorities, work independently and execute multiple, complex projects with a focus on client facing and/or bottom line results• Solid account management expertise with the ability to execute on strategic goals and develop staff to ensure successLeadership• Responsible for a staff of over 30+ employees located in multiple locations across the United States• Achieved a low Team Turnover rate of 1.2% • Collaboration with employees, executives, department leaders and line managers to provide tactical and strategic direction for client management and client service operations• Creation of departmental key performance metrics reporting and tracking• Provide employees with sound counsel in management & employee related matters including the annual management performance management process• Focus on developing scalable and measurable processes• Monitor and review aligned resources to ensure they were all meeting or exceeding expectations• Directly responsible for the recruiting for open positions, interviewing and placement of viable candidates• Identify and champion operation efficiencies• Creation of succession plans for team members to organically nurture and grow internal talent

Experience

1. Director of Managed Services

   4myBenefits

   Feb 2024 — Present