John Fahy

Senior Client Advocate @Ss&c Black Diamond Wealth Solutions

New York, NY, US

Spearheaded client engagements for the InnoTrust Platform, serving as the primary liaison and ensuring exceptional communication and support for regional banks specializing in Trust and Wealth Fund Accounting Software.• Proactively addressed client issues, both tactical and strategic, leveraging comprehensive expertise to guide subject matter experts towards optimized problem resolution and heightened client satisfaction.• Directed the oversight and maintenance of contractual service level agreements (SLAs), meticulously monitoring expiration dates to ensure compliance and facilitate timely renewals.• Orchestrated and delivered highly impactful on-site and virtual training sessions, elevating client proficiency in platform functionalities and fostering enhanced operational efficiency.• Tailored training content to individual client needs, significantly improving client satisfaction levels and maximizing platform utility, thereby contributing to an enriched overall client experience.• Enhanced client engagement strategies, leading to a measurable increase in client retention rates and the expansion of business through referrals and additional services.• Implemented proactive client engagement strategies, fostering stronger relationships and trust, resulting in a notable increase in client retention rates and customer loyalty.• Collaborated with internal teams to identify opportunities for upselling and cross-selling additional services, leading to expanded business opportunities and increased revenue streams

Rutgers University

Bachelor's degree, History