Ketrell M.

About Ketrell M.

Enterprise clients don’t struggle with technology. They struggle with adoption, alignment, and execution at scale. That is where I do my best work.What I doI help enterprise clients across financial services, SaaS, and wealth technology turn complex platforms and products into measurable business outcomes. Over the past 10 plus years, I have partnered with organizations managing 50 million to 2 billion in revenue, leading implementations, driving adoption, and strengthening long term client relationships in highly regulated, high stakes environments.Career highlightsAt Orion Advisor Tech, I serve as a trusted advisor and primary point of contact for enterprise clients, bridging the gap between business strategy, client experience, and product development. I lead executive reviews, translate client needs into scalable platform enhancements, and work closely with product, engineering, and Agile teams to deliver solutions that clients actually use. The result is consistently high satisfaction scores, increased engagement, and stronger platform adoption.Previously at Bank of America, I was promoted into a Treasury Solutions Implementation Consultant role supporting large corporate clients across the TMT sector. I acted as a subject matter expert across 20 plus treasury and cash management products, led enterprise implementations, and delivered ongoing training that drove 90 percent plus client delight and over 150 percent annual utilization. I was also trusted to mentor peers, resolve complex issues, and champion client needs internally.Where I add valueAcross roles, my value sits at the intersection of:* Enterprise client success and relationship management* Technical solution delivery and platform adoption* Cross functional leadership across product, engineering, and sales* Coaching teams and elevating execution in complex environmentsWhat I am also known for* Proactively building cross functional relationships across organizations* Asking the right questions to secure the best outcome for clients* Supporting teams and coaching peers to improve execution and outcomesWhat I am targetingI am currently advancing this work as an Executive MBA candidate at UNC Kenan Flagler, with a focus on strategic leadership, operational excellence, and enterprise impact.If you are building or scaling enterprise client success, implementation, or technical account teams, especially in SaaS or fintech, I bring the mix of client trust, technical fluency, and execution discipline those roles demand.

Experience

1. Client Success Consultant Fintech

   Orion

   Jan 2022 — Present

   Served as the primary point of contact for enterprise clients, leading weekly advisor sessions and monthly SME-led strategy deep dives to resolve complex challenges. Redesigned the client survey process and authored new outreach scripts, increasing Net Promoter Score participation and client engagement.Trained and coached financial advisors on effectively leveraging Orion’s technology platform to enhance operational efficiency and client service. Acted as a liaison between clients and development teams, translating business needs into scalable platform enhancements. Regularly reviewed and prioritized feature requests, partnering with product and Agile teams to ensure client-centric solutions.Managed urgent client issues through Salesforce, consistently leading the team in case closures while mentoring peers. Maintained a 95% responsiveness rate, exceeding targets and reinforcing client trust. Achieved a 90%+ client satisfaction rate, with frequent top ratings (9 or 10).Delivered strategic updates and deep-dive briefings on platform releases, ensuring clients maximized new capabilities. Used Azure DevOps to communicate technical requirements to SQL developers and organized consultations to align solutions with client goals. Empowered advisors to drive better outcomes using Orion’s tools and services.Planned and hosted on-site executive briefings to strengthen partnerships and align solutions with client business strategies. Led non-technical, cross-functional projects, ensuring consistent communication and strategic alignment across stakeholders.

Education

• The University of North Carolina at Chapel Hill

  Master of Business Administration - MBA

  2025 — 2027

• University of North Carolina at Charlotte

  Bachelor's Degree, Communications, Mass Media

  2008 — 2013

• UNC Kenan-Flagler Business School

  Master of Business Administration - MBA

  2025 — 2027

Skills

• Social Media
• Facebook
• Sports
• People-Oriented
• Public Relations
• Public Speaking
• Press Releases
• Event Planning
• Social Networking
• Leadership
• Customer Service
• Microsoft Office
• Social Media Marketing
• Blogging
• Powerpoint
• Microsoft Excel
• Time Management
• Microsoft Word
• Advertising
• Sales
• Twitter
• Event Management
• Sports Marketing
• Marketing
• Fundraising
• Cross-Functional Collaborations
• Brand Management
• Competitive Analysis
• Team Building
• Team Leadership
• Sponsorship Activation
• Treasury
• Treasury Services
• Cashpro
• Project Management
• Customer Retention
• Customer Satisfaction