Shama Reddington

About Shama Reddington

As the Senior Manager, Client Experience at WithMe, I am responsible for leading the charge of four separate client-facing teams under my Client Experience organization: Client Success, Client Onboarding, Client Offboarding, and Client Experience division by crafting an exceptional client journey: From client onboarding to long-term client success. Our Client Experience department is dedicated to providing exceptional service and value to our clients in the multi-family, property management, student housing, co-working space, and coffee shop/commercial industries. I have over 15+ years of experience in Client Success, Client Services, Client Onboarding, Client Experience, Customer Support, Operations, Revenue Operations, and Business Operations, and I have won multiple awards for my exemplary performance, including being a 3x President’s Club winner and a 2x Exponent Award winner.I have a BBA in Business Administration with a concentration in Business Analytics and Marketing. I am a Summa Cum Laude graduate with a 4.0 GPA, and I am currently pursuing my MSM and MBA concurrently at the University of Illinois, Urbana-Champaign.My mission is to ensure that our clients and residents fully utilize the benefits of our products and solutions. We focus on delivering technology-powered resident amenities that aim to trailblaze the resident experience in a revolutionary way! My talent is building long-lasting and meaningful relationships with our clients. I collaborate cross-functionally to partner with our internal teams, identifying areas of opportunity, strategizing, and delivering on our promises. I am passionate about Client Experience and Customer/Client Success. I continually strive to make a meaningful impact by leveraging my experience, skills, knowledge, and expertise.

Experience

1. Senior Manager, Client Experience

   WithMe, Inc.

   Oct 2024 — Present · Chicago, IL, US

   As the Senior Manager, Client Experience at WithMe, I am a department head responsible for leading the charge of four separate client facing teams under the Client Experience organization: Client Success, Client Onboarding, Client Services, and Client Experience teams by crafting an exceptional client journey: From client onboarding to long-term client success. Strategize & Lead: Develop and implement strategies to boost client satisfaction, retention, and growth initiatives. Team Leadership: Guide and mentor high-performing teams, ensuring clients reach their goals. Risk Management: Monitor client health, mitigate risks, and create proactive action plans. Cross-Functional Collaboration: Work closely with sales, operations, and marketing to meet and exceed client needs. Onboarding Excellence: Design and optimize efficient onboarding processes across teams. Continuous Improvement: Drive process enhancements to elevate client satisfaction and reduce time-to-value. Supporting Excellence: Oversee the Client Experience teams (Client Onboarding, Client Success, Customer Support), ensuring top-tier support and developing a comprehensive knowledge base. Talent Development: Recruit, mentor, and foster career growth within the teams in Client Experience. Strategic Vision: Shape and execute a forward-thinking vision for the Client Experience journey. Budget Management: Stay ahead of industry trends and manage the Client Experience budget effectively and efficiently.

Education

• University of Illinois Springfield

  Bachelor of Business Administration - BBA, Business Administration, Management and Operations

• University of Illinois Urbana-Champaign

  Master of Business Administration - MBA, MSM, Business Administration and Management